Use the following procedures to configure your infrastructure to support the creation of incidents through e-mail.
To configure Exchange 2007 to route e-mails
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Open the Exchange Management console.
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Expand Organization Configuration, and then click Hub Transports.
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In the Hub Transport pane, click Accepted Domain.
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In the Actions pane, click New Accepted Domains.
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In the New Accepted Domains dialog box, create a new accepted domain of the type Internal Relay. In this example, you might specify the domain as *.Helpdesk.Woodgrove.com.
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In the Hub Transport pane, click Send Connectors.
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In the Actions pane, click New Send Connector.
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In the New SMTP Send Connector wizard, create a new send connector by using the following information:
- Address space = *.Helpdesk.Woodgrove.com
- Add Smart Host by using the IP address of the computer that
will host the SMTP Server service defined in the following
procedure.
- Set smart host authentication settings to
None.
- Address space = *.Helpdesk.Woodgrove.com
To configure the IIS SMTP Server service for Service Manager
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On the computer that will host the SMTP Server service, on the taskbar, click Start, point to Programs, point to Administrative Tools, and then click Internet Information Services (IIS) 6.0 Manager.
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Right-click the Local Computer node, click New, and then click SMTP Virtual Server.
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In the New SMTP Virtual Server Wizard, in the Name box, type the name for the SMTP server, and then click Next. For example, type Helpdesk.Woodgrove.com.
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On the Select IP Address page, click the drop-down list and select the IP address of the computer that is hosting the SMTP Server, and then click Next.
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On the Select Home Directory page, click Browse, and then click the folder for your home directory. For example, select C:\inetpub\mailroot. You will create a share for this folder in the next procedure.
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On the Default Domain page, type the domain name for this virtual SMTP server, and then click Finish. The domain name that you enter must match the domain name from step 3 in the previous procedure. For example, type Helpdesk.Woodgrove.com.
To create a share for the mail root folder
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On the taskbar, click Start, and then click Explore.
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In Windows Explorer, browse to the folder that you specified as the home directory in step 5 from the previous procedure. For example, browse to C:\Inetpub\Mailroot. If needed, create two subfolders, Badmail and Drop.
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Right-click the home folder, and then click Share.
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In the File Sharing dialog box, select the domain user that you specified for the Service Manager account, click Contributor, click Share, and then click Done.
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Make sure that the Simple Mail Transfer Protocol (SMTP) service is set to Automatic and has started.
To configure incoming E-mail settings in Service Manager
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In the Service Manager console, select Administration.
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In the Administration pane, expand Administration, and then click Settings.
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In the Settings pane, double-click Incident Settings.
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In the Incident Settings dialog box, click Incoming E-mail.
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In the SMTP Service drop folder location box, type the path, share, and folder to the Drop folder. In this example, type \\<computer_name>\mailroot\Drop where <computer_name> is the name of the computer that is hosting the SMTP Server service, Mailroot is the share name, and Drop is the subfolder.
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In the SMTP Service bad folder location box, type the path, share, and folder to the Badmail folder. In this example, type \\<computer_name>\Mailroot\Badmail where <computer_name> is the name of the computer that is hosting the SMTP Server service, Mailroot is the share name, and Badmail is the subfolder.
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In the Maximum number of e-mails to process at a time box, enter a number for the e-mails that you want Service Manager to process during an e-mail processing cycle.
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Select the Turn on incoming e-mails processing check box, and then click OK.