Awhile back I announced that there would be a “resource kit” for Service Manager which would include a bunch of things that we already had put out on the blogs like…
and some new things…
We’ve decided that instead of packaging up all of this stuff as one downloadable “resource kit” package we would create a Tools/Downloads page on TechNet. Then we can add to it whenever we want and point to all kinds of locations like CodePlex, third party software vendors, blogs with tools attached, and microsoft.com/downloads to get releases from Microsoft. It will be one convenient place to get all the tools and solutions available for Service Manager and we can update it continuously without the overhead of a release.
While it will take just a couple more weeks to set up the Tools page on TechNet….
I’m pleased today to announce the release to microsoft.com/downloads the Exchange Connector and the Send Email solution! You can get it from here:
Note: allow up to 30 minutes from the posting of this blog post for worldwide replication on the microsoft.com/downloads site.
It’s taken awhile to build these solutions because I had them thoroughly tested by about 15-20 customers. These customers found bugs and submitted feature requests that I went ahead and implemented to expand the scope of the Exchange connector to include a lot of additional capabilities beyond the scope defined originally. The Exchange Connector now features the following capabilities:
The Send Email solution is a separate solution that I’ve packaged with the Exchange Connector for convenience, but it can be deployed with or without the Exchange connector technically. When you have both of them deployed and configured correctly you can enable the end-to-end lifecycle for emails around incident management. For example, an analyst can be looking at a ticket and click a ‘Send Email’ task to request additional information from the affected user. When the user replies to that email with the additional information, the incident is automatically updated.
Lastly a big, huge thank you to all the community testers that made this possible. You know who you are. I really appreciate the effort you put in to test these solutions, provide feedback, and report bugs! Thank You!
Update: Chris Ross put together a nice demo video of installing, configuring, and testing the Exchange connector . Thanks Chris!
I have a similar scenario to Maria, our parent IT organization houses our Exchange Server and my department is in a separate untrusted domain with its own Service Manager. I tried setting up my Exchange Connector to monitor a mailbox on the Exchange (over in the other domain) but after seeing an error on the SCSM Console I look in the Event Logs to get:
"Exception Message: Autodiscover blocked a potentially insecure redirection to webmail.yadayada.com/.../autodiscover.xml. To allow Autodiscover to follow the redirection, use the AutodiscoverUrl(string, AutodiscoverredirectionUrlvalidationCallback)overload."
I researched this a little and have seen references about "validating the url" and "whitelisting the url" but I'm not sure how to do this safely with respect to SCSM and without rearranging the present network setup. Keep in mind we have no DNS issues between the two domains and everything resolves smoothly.
If anyone has any suggestions or a fix I'd greatly appreciate your input.
I installed the connector and it works great but i dont seem to be able to create new users in the CMDB from external emails. am i missing something??
What is the behavior that you are seeing? Are the incidents created but the user is not?
@Maurice & @Travis,
I'm receiving the same issue - emails from external are not being created I can see two seperate event logs as follows:
1) Indicating the email is going to be processed
2) An error stating Process Item: Cannot find work item ID prefix in Subject
I've sent the exact same email from a valid CMDB account at it works fine so I suspect (2) is a bit of a red herring?
#2 is expected since you are trying to create a new incidnet. It is not a warning, just an informational event.
Do you have a user named 'Unknown' in your CMDB?
@Travis - Thank you very much for your reply... There is no 'Unknown' User in the CMDB. Do I have to manually create one - if this is in the readme you can tell me to RTFM :)
Thanks again for your help...
I have an idea. Is the account that is being used for your Workflow Run As Account also in the SCSM Administrators user role?
Travis, SendEmail piece works great! Is there anyway to extend SendEmail to also work with Change Request? Since our users create CR's in the portal, we need the same life cycle abilities we have in incidents. I see I can add the Action Log functionality to the CR to handle replies with your MP, but I need something that I can use to actually generate the e-mail in the ticket since by default SendEmail only extends the Incident class? Thanks!
I'll add that to my to do list. Thanks for the suggestion!
Travis, that would be great, thanks!
Thanks again for the quick feedback, workflow user was already a member of the SCSM Administrator's group. I have scanned the Event logs in depth and the only error generated related to the specific inbound email is as follows:
Log Name: Operations Manager
Source: Health Service Modules
Date: 16/03/2011 08:42:53
Event ID: 33880
Task Category: None
A Windows Workflow Foundation workflow failed during execution.
Workflow Type: Microsoft.SystemCenter.ExchangeConnector.ProcessEmailsWorkflow
Workflow Identifier: db5109a6-c601-3ac3-9638-6d50c7962bc8
Exception Type: System.DirectoryServices.ActiveDirectory.ActiveDirectoryObjectNotFoundException
Exception Message: The specified forest does not exist or cannot be contacted.
Exception Stack: at Microsoft.SystemCenter.ExchangeConnector.ExchangeInbox.ProcessMail()
at Microsoft.SystemCenter.ExchangeConnector.ProcessEmailsWorkflow.Execute(ActivityExecutionContext executionContext)
at System.Workflow.ComponentModel.ActivityExecutor`1.Execute(T activity, ActivityExecutionContext executionContext)
at System.Workflow.ComponentModel.CompositeActivityExecutor`1.Execute(T activity, ActivityExecutionContext executionContext)
at System.Workflow.ComponentModel.ActivityExecutor`1.Execute(Activity activity, ActivityExecutionContext executionContext)
at System.Workflow.ComponentModel.ActivityExecutorOperation.Run(IWorkflowCoreRuntime workflowCoreRuntime)
<Provider Name="Health Service Modules" />
<TimeCreated SystemTime="2011-03-16T08:42:53.000000000Z" />
<Data>The specified forest does not exist or cannot be contacted.</Data>
<Data> at Microsoft.SystemCenter.ExchangeConnector.ExchangeInbox.ProcessMail()
Ah, that's helpful. This event is usually a result of configuring the Exchange connector to look for a domain instead of a forest. Can you please check to make sure that you have specified a forest in your Exchange connector configuration?
I have installed the SendEmail MP. When I was trying to send an email from the console by pressing "Send Email" button this error appeared:
Date: 14.03.2011 19:02:31
Application: System Center Service Manager
Application Version: 7.0.6555.0
Message: Object reference not set to an instance of an object.
System.NullReferenceException: Object reference not set to an instance of an object.
at Microsoft.EnterpriseManagement.UI.SdkDataAccess.ConsoleTaskHandler.DoTask(IList`1 navigationNodes, NavigationModelNodeTask task, List`1 parameterList)
at Microsoft.EnterpriseManagement.UI.SdkDataAccess.ConsoleTaskHandler.DoTask(IList`1 navigationNodes, NavigationModelNodeTask task)
at Microsoft.EnterpriseManagement.ConsoleFramework.TaskHandler.TaskHandlerOperation.ExecuteTaskJob(Object sender, ConsoleJobEventArgs jobArguments)
at Microsoft.EnterpriseManagement.ConsoleFramework.WindowJobRecord.ExecuteBackgroundJob(Object sender, ConsoleJobEventArgs eventargs)
at Microsoft.EnterpriseManagement.ServiceManager.UI.Console.ConsoleJobExceptionHandler.ExecuteJob(IComponent component, EventHandler`1 job, Object sender, ConsoleJobEventArgs args)
An error appears only when "Add message to action log" is checked. But function works fine when "Add message to action log" is not checked. When the error does not appear ("Add message to action log" is not checked) I see a successful event in incident workflow log "SendEmail customizations". But in incident workflow log "SendEmail customizations" there is no any events when error appears ("Add message to action log" is checked).
So it seems that when error appears the suitable workflow does not start.
This bug had been appeared before:
But solution from this topic does not solve the issue in my case.
I have exactly the same error as Eldar...
@Eldar and Steve -
Just to confirm - you are using SP1?