The MS Exchange Extension

The MS Exchange Extension Last updated on Monday, July 08, 2013 Copyright 2001-2013 Autotask. All Rights Reserved. Trademark Information All Autotask products are trademarks or registered trademarks of Autotask. All other brand and product names mentioned herein are trademarks or registered trademarks of their respective holders.

Table of Contents Integrating Your Autotask Calendar and Contacts with MS Exchange 3 Understanding Synchronization between Autotask and MS Exchange 5 Configuring the Autotask MS Exchange Extension 7 Configuring the MS Exchange Extension for On-Premises MS Exchange 8 Configuring the MS Exchange Extension for Hosted MS Exchange 35 MS Exchange Office 365 Configuration 42 Setting User Profile Settings for the MS Exchange Extension 44 Using the MS Exchange Extension 47 Comparison of the Autotask MS Outlook Extension and MS Exchange Extension 53 Index 56 Page 2 of 56

Integrating Your Autotask Calendar and Contacts with MS Exchange Integrating Your Autotask Calendar and Contacts with MS Exchange MS Exchange Extension automatically synchronizes your Autotask and MS Exchange calendar items and contacts, so that you don't have to maintain multiple calendars or item schedules. Autotask handles the updates directly to your MS Exchange Server so you have no add-on components or agents to install. Updates to your MS Exchange Server will update applications it serves: Outlook, Outlook Web Access (OWA), mobile devices, and applications connected to MS Exchange. When the MS Exchange Extension is on and configured, work you do in Autotask is automatically copied (synchronized) to Microsoft Exchange, so you can access the contacts, service calls, to-dos, and appointments from a mobile device, PC, and laptop. Autotask is your source system for managing calendar items related to your Autotask data. During synchronization, Autotask contacts, service calls, to-dos, and appointments are copied to MS Exchange. The following diagram is a general overview of how each type of datum is synchronized between Autotask and MS Exchange. For more information, refer to: "Understanding Synchronization between Autotask and MS Exchange " on page 5 "Configuring the Autotask MS Exchange Extension" on page 7 "Setting User Profile Settings for the MS Exchange Extension" on page 44 "Using the MS Exchange Extension" on page 47 "Comparison of the Autotask MS Outlook Extension and MS Exchange Extension" on page 53 Page 3 of 56

Integrating Your Autotask Calendar and Contacts with MS Exchange Troubleshooting MS Exchange 2007/2010/2013 Configuration Page 4 of 56

Understanding Synchronization between Autotask and MS Exchange Understanding Synchronization between Autotask and MS Exchange Time and Date Changes When you change the date and time of an item in Autotask or MS Exchange, the change is always made to the item in the other system during Synchronization. NOT E : If you upda t e t he t ime or da t e for a me e t ing in Aut ot a sk t ha t wa s origina lly cre a t e d in MS Excha nge, it will upda t e t he me e t ing t ime only in your own O ut look ca le nda r. It doe s not pe rform t he "Se nd Upda t e " funct ion in O ut look t o upda t e invit e e s' ca le nda rs. Modifications after the Original Synchronization Not all changes you make to items transfer to the other system during synchronization. All original information (time and detail) transfers over during the first synchronization upon item creation. After that, date and time changes always transfer, but detail changes (i.e. changing the meeting title) do not when the appointment was originally created in Autotask and is modified in Exchange. Identifying Changes That Do Not Synchronize If you think an item should be synchronized but it does not seem to be updating in Autotask or MS Exchange, note that this depends on the item type, what was changed, and where you originally created the item. Review the following table for specific scenarios: Item Created Originally In Change Made In Type of Change Change Reflected in MS Exchange? (Y/N) Change Reflected in Autotask? (Y/N) Appointments, To Dos, Service Calls Either system Either system Date or time change Y Y Appointment* MS Exchange MS Exchange Modify subject/title, details/description, delete item Y Y Appointment Autotask Autotask Modify subject/title, details/description, delete item Y Y Appointment* Autotask MS Exchange Modify subject/title, details/description, delete item Y N Appointment MS Exchange Autotask Modify subject/title, details/description To-Do Autotask Autotask Modify subject/title, details/description, delete item Y Y Y Y To-Do Autotask MS Exchange Modify subject/title, details/description, delete item Y N Page 5 of 56

Understanding Synchronization between Autotask and MS Exchange Item Created Originally In Change Made In Type of Change Change Reflected in MS Exchange? (Y/N) Change Reflected in Autotask? (Y/N) Service Calls** and Contacts*** Autotask Autotask Any Y Y Contacts*** MS Exchange MS Exchange Any Y N * Private outlook appointments will also be transferred to Autotask, with only "Appointment" as the title. Only the date and time transfer, not the details. ** Note that even if workflow rules showing in notes is suppressed on the ticket in Autotask, the workflow rules will still show in the Outlook appointment description. *** Inactive contacts are not synchronized. Frequency of Synchronization The frequency of synchronization is based on the Synchronization Interval setting configured by your system administrator. The minimum interval is 10 minutes. The MS Exchange Extension in Action Autotask appointments, to-dos, and service calls become appointments in MS Exchange and appear on your Outlook calendar. Any information from Autotask fields that cannot be accommodated in an MS Exchange calendar item is converted to a text file and pasted into the Details area of the appointment. Refer to "Using the MS Exchange Extension" on page 47. NOT E : All conve rt e d Aut ot a sk ca le nda r it e ms cont a in a n Exe cut e Comma nd hype rlink t ha t whe n clicke d on a PC workst a t ion will ope n t he origina l ca le nda r it e m in Aut ot a sk. If you a re not logge d int o Aut ot a sk, it will bring you t o your Aut ot a sk login pa ge. Not e t ha t Aut ot a sk Exe cut e Comma nd is not support e d on Aut ot a sk Live - Mobile. Page 6 of 56

Configuring the Autotask MS Exchange Extension Configuring the Autotask MS Exchange Extension The Autotask MS Exchange extension must be configured by an Autotask administrator proficient with MS Exchange. Autotask users then customize the specific settings that determine how calendar items and service calls are copied from Autotask to their MS Exchange applications. System Requirements The following versions of Microsoft Exchange Server are supported for both on-premises and hosted MS Exchange: MS Exchange 2007, 2010 and 2013 on Windows with latest Service Pack The configuration and synchronization settings differ for on-premises and hosted MS Exchange. Refer to: "Configuring the MS Exchange Extension for On-Premises MS Exchange" on page 8 "Configuring the MS Exchange Extension for Hosted MS Exchange" on page 35 Page 7 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange Configuring the MS Exchange Extension for On-Premises MS Exchange The following requirements must be met for your version of MS Exchange before you begin the configuration process: Outlook Web Access (OWA) must be enabled. Exchange Web Services (EWS) must be turned on. This should happen automatically when Outlook Web Access is enabled. Your synchronization account user must have access to the Web Services. Available Ports for Autotask: For custom configurations where standard ports TCP 80 and 443 are not available for Autotask outgoing requests to customer servers, Autotask security now permits the use of port 2610. Your MS Exchange Server must use an SSL certificate that has been signed by a Trusted Certificate Authority, such as Verisign, Thawte, or GoDaddy. Autotask will not accept self-signed or free certificates. Step 1: Set Up the MS Exchange Synchronization Account The MS Exchange synchronization account is used to test the connection between the Autotask MS Exchange extension and your MS Exchange Server. The Synchronization Account User must have authentication rights to make calls to Exchange Web Services. IM PORT ANT! W hile you ca n use a n e xist ing a dminist ra t or a ccount for t his purpose, Aut ot a sk st rongly re c- omme nds t ha t you se t up a spe cia l a ccount (ca lle d a Synchroniza t ion Account ) t o a void e xposing your a dminist ra t or a ccount cre de nt ia ls a nd posing a possible se curit y risk. To set up the account, you must complete the following tasks: Create the Synchronization Account Create an MS Exchange Mailbox for the Account Give "Impersonate" rights to the Synchronization Account Give the Synchronization Account Public Folder Access. Public folder access is only required if you will be creating a public folder of all Autotask contacts on your MS Exchange Server NOT E : Curre nt ly, Aut ot a sk doe s not support t he use of Ext e nde d ASCII cha ra ct e rs in a ut he nt ica t ion cre - de nt ia ls. Ke e p t his in mind whe n se t t ing up your synchroniza t ion a ccount a nd use r profile s. Create the Synchronization Account 1. Login to your domain controller and open Active Directory Users and Computers: Page 8 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 2. On the Active Directory Users and Computer menu, right click on Users and select New > User: Page 9 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange The New Object - User screen opens: 3. Enter the following information: First name: Autotask Last name: MSExchange Page 10 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange Full name: Autotask MS Exchange User logon name: ATSyncAccount@ [select your own domain] 5. Click Next. The password screen opens: 6. Assign a password and select: User cannot change password Password never expires 7. Click Next. 8. Click Finish to create the user. 9. Next, give the account an MS Exchange mailbox. Give the Synchronization Account a Mailbox 1. Open the Exchange Management Console: Page 11 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 2. Expand the Recipient Configuration tree and click Mailbox to display the MS Exchange users: MS Exchange 2007: Page 12 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange MS Exchange 2010/2013 Page 13 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 3. In the right navigation pane, click New Mailbox. The New Mailbox wizard opens: 4. Click Next. Page 14 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 5. Select to Create mailboxes for Existing users and click the Add icon to select the Sync Account user. The Select User window opens. 6. Select the Synchronization Account user and click OK. Page 15 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 7. Click Next. 8. Click New to create the mailbox(es). 9. Click Finish. Give the Synchronization Account Impersonate Rights MS Exchange 2007 The MS Exchange Synchronization Account user needs to have the following two Exchange Impersonation rights assigned to it before the MS Exchange extension can run: ms-exch-epi-impersonation Right: This gives the Synchronization Account the ability to make Exchange impersonation call through the MS Exchange Server. The name for this right will show as the Exchange Web Services Impersonation in tools like the Active Directory Users and computers MMC snap-in. ms-exch-epi-may-impersonate Right: This gives the Synchronization Account the right to impersonate an Active Directory user. The name for this right will show as Allow Impersonation to Personal Exchange Information in tools like the Active Directory Users and computers MMC snap-in. To grant impersonation rights, follow the instructions below. Page 16 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange NOT E :The se inst ruct ions use t he MS Excha nge Ac tive Dir ec to r y Sites and Ser vic es int e rfa ce. You ca n a lso use t he Excha nge Ma na ge me nt She ll t o run cmdle t s t ha t will a ssign t he right s. Granting the ms-exch-epi-impersonation Right 1. Login to your domain controller and open Active Directory Sites and Services. 2. Expand the Services node and find your MS Exchange Server in Administrative Groups > Exchange Administrative Groups (the path to this may differ slightly in your environment): NOT E :: If you do not se e t he Se rvice s node, click t he root node of t he t re e a nd on t he t a sk me nu click View > Sho w Ser vic es No de. 3. Right-click the server name and select Properties on the drop-down menu. 4. Click the Security tab to open the security settings page: Page 17 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 5. Click Add to add the Synchronization Account to the Group or user names list. 6. Click Advanced and on the window that opens click Find now to show a list of your users, groups, or other security principals. Select your Synchronization Account from the list and click OK: Page 18 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 7. On the Security tab, select the Synchronization Account user and scroll down the list of permissions to find Exchange Web Services Impersonation: Page 19 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 8. Click the Exchange Web Services Impersonation checkbox and click OK to grant the Synchronization Account the ms-exch-epi-impersonation Right. 9. Move on to grant the ms-exch-epi-may-impersonate Right (refer to the next section). Granting the ms-exch-epi-may-impersonate Right IM PORT ANT! This right ca n be se t for a ma ilbox (t o a pply t o a ll use rs in t he ma ilbox) or for individua l use rs. Inst ruct ions a re provide d for se t t ing t he right for a ma ilbox, since you will like ly wa nt t he Synchroniza t ion Account t o impe rsona t e a ll your MS Excha nge use rs (if t he y will a ll be using t he MS Excha nge e xt e nsion). The cmdle t for se t t ing t his right by use r is a lso provide d for re fe re nce in ca se it is ne e de d. 1. Login to your domain controller and open Active Directory Sites and Services. 2. Expand the Services node and find the mailbox database in MS Exchange Server in Administrative Groups > Exchange Administrative Group > Servers > [your server name] >Information Store > First Storage Group (the path to this may differ slightly in your own environment): NOT E : If you ha ve more t ha n one st ora ge group (t ha t is, Se cond St ora ge Group, Third St ora ge Group, e t c), you will ne e d t o re pe a t t his proce dure for e a ch st ora ge group. 3. Right-click the mailbox database object in the right pane, select Properties, and click the Security tab. 4. Find the Synchronization Account on the list, or click Add. 5. Scroll down and select Allow Impersonation to Personal Exchange Info checkbox: Page 20 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 6. Click OK to set the ms-exch-epi-may-impersonate Right. 7. If your system has additional Storage Groups, for example, Second Storage Group,Third Storage Group, repeat this procedure for the next Storage Group. 8. Next, if you will be creating a public folder of all Autotask contacts on your MS Exchange Server, give the synchronization account access to public folders. Using the Exchange Management Shell to Grant the Impersonation Rights You can also quickly grant any of the impersonation rights by running cmdlets in the Exchange Management Shell (Start > Exchange Management Shell). For example, the cmdlet for granting the ms-exch-epi-may-impersonate Right for an individual user (instead of the mailbox database as in the previous section), you would use the following process and code: 1. Log in to your domain controller and open the Exchange Management Shell. 2. Type in the Add-ADPermission cmdlet, as follows (replace red text with your synchronization account user): Add-ADPermission -Identity(Get-User -Identity "syncrhonization account name").distinguishedname -User (Get-User -Identity "synchronization account identity").identity -extendedright ms-exch-epi-may-impersonate 3. Run the cmdlet. The Synchronization Account is granted Impersonation rights. Refer to your MS Exchange 2007 documentation for additional cmdlets you can use for setting impersonation rights. Page 21 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange MS Exchange 2010/2013 MS Exchange 2010 and 2013 use Role-Based Access Control (RBAC) to assign permissions to accounts. NOT E : You ca nnot a dminist e r R BAC from t he UI, so you must use t he Excha nge Ma na ge me nt She ll. Granting the Impersonation Rights for MS Exchange 2010 and 2013 using the Exchange Management Shell MS Exchange 2010 and 2013 require only one type of impersonation right. 1. Log in to your domain controller and open the Exchange Management Shell (Start > Exchange Management Shell). 2. Enter the following New-ManagementRoleAssignment cmdlet: New-ManagementRoleAssignment Name:impersonationAssignmentName Role:ApplicationImpersonation User:serviceAccount where "serviceaccount" is the "impersonating identity". 3. Run the cmdlet. 4. Next, if you will be creating a public folder of all Autotask Contacts on your MS Exchange Server, give the synchronization account access to public folders. For additional information on the New-ManagementRoleAssignment cmdlet, refer to the following MSDN article: http://msdn.microsoft.com/en-us/library/bb204095(v=exchg.140).aspx. Give the Synchronization Account Access to Public Folders Public folder access is only required if you will be creating a public folder of all Autotask contacts on your MS Exchange Server MS Exchange 2007 Take the following steps if you will be creating a public folder of all Autotask contacts on your MS Exchange Server: 1. Login to your domain controller and open the Exchange Management Console: Page 22 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 2. Right click Organization Configuration and select Add Exchange Administrator to add the Synchronization Account (or on the main menu bar click Action > Add Exchange Administrator): 3. The Add Exchange Administrator window opens: Page 23 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 4. Click Browse to search for the Synchronization Account user, select it, and click OK to return to the Add Exchange Administrator window: Page 24 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 5. Select Exchange Public Folder Administration role and click Add. A completion window opens, confirming that the Exchange Administrator was added: Page 25 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 6. Click Finish. The Synchronization Account now has access to public folders on the Exchange 2007 Server. NOT E : You ca n a lso pe rform t his a ct ion by running a cmdle t in t he Excha nge Ma na ge me nt She ll (St a rt > Excha nge Ma na ge me nt She ll). Use t he following code : a dd-e xcha nge a dminist ra t or - role publicfolde ra dmin -ide nt it y "inse rt na me of Synchroniza t ion Account " T r o ublesho o ting No te: In some inst a nce s, you ma y ne e d t o give t he Synchroniza t ion Account a cce ss t o individua l ma ilboxe s e ve n if you will not be using t his a ccount for synchroniza t ion. If you e ncount e r proble ms wit h MS Excha nge, give t he Synchroniza t ion Account ma ilbox a cce ss a nd re t e st t he synchroniza t ion. MS Exchange 2010/2013 Take the following steps if you will be creating a public folder of all Autotask contacts on your MS Exchange Server: 1. Login to your domain controller and open Active Directory Users and Computers: Page 26 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 2. On the Active Directory Users and Computer menu, select Microsoft Exchange Security Groups. Page 27 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 3. Right-click Public Folder Management and select Properties or, alternately, click Public Folder Management and select Properties from the Actions menu. 4. Select the Members tab and add your Autotask Synch Account. Click OK. NOT E : You ca n a lso pe rform t his a ct ion by running a cmdle t in t he Excha nge Ma na ge me nt She ll (St a rt > Excha nge Ma na ge me nt She ll). Use t he following code : a dd-r ole GroupMe mbe r -Ide nt it y "Public F olde r Ma na ge me nt " -Me mbe r ATSycnAccount T r o ublesho o ting No te: In some inst a nce s, you ma y ne e d t o give t he Synchroniza t ion Account a cce ss t o individua l ma ilboxe s e ve n if you will not be using t his a ccount for synchroniza t ion. If you e ncount e r proble ms wit h MS Excha nge, give t he Synchroniza t ion Account ma ilbox a cce ss a nd re t e st t he synchroniza t ion. Step 2: Add Server and User Information to Autotask Take the following steps in Autotask to configure the MS Exchange extension: Page 28 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange 1. Login to Autotask as an administrator (this user should also be proficient with MS Exchange Server). 2. Click Admin on the top menu bar and select MS Exchange from the shortcut menu (you can also access this page within the Admin module (Admin > Autotask Extend > Extensions > MS Exchange Extension). The MS Exchange configuration page opens, with three tabs for configuring the extension. 3. Enter the required data for each tab. Specific field definitions for each tab are described in the sections that follow. Screen shots of each tab are also provided. 4. Click Save after completing each tab. The following actions occur after clicking Save on each tab: The MS Exchange Server configuration settings are checked using the Synchronization Account settings, and you receive a confirmation message if the configuration settings work or an error message if they fail. In the General tab, items that do not validate will display a warning icon. NOT E :: If you cha nge d t he Ve rsion, Excha nge Se rve r Addre ss, Excha nge Se rve r Virt ua l Dire ct ory, or Doma in, a ll it e ms will be re -synchronized a ut oma t ica lly whe n you sa ve t he cha nge (if synchroniza t ion is occurring whe n you a re t rying t o sa ve you will re ce ive a n e rror me ssa ge a nd will ne e d t o t ry a ga in whe n t he curre nt synchroniza t ion is comple t e ). When you click Save on the Resources tab, all newly enabled resources are sent a confirmation email telling them to go to their advanced profile settings to set up the MS Exchange synchronization. General Tab The General tab is used to configure your MS Exchange settings, including server settings and the account information for the Synchronization Account that will be used when testing the connection and also for the synchronization, if you choose that setting. Page 29 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange The following table describes what to enter for each field. Fields are listed in the order in which they appear on the page (fields with an asterisk are required). Some fields will be validated as noted. If validation fails, a warning icon will appear to the right of the field. Field Enable MS Exchange Integration check box What to Enter This check box is selected by default. If you would like to configure your settings and turn on the extension at a later time, clear this check box before you begin. Server Details Profile Name Our Exchange Server is Hosted by a Third Party Version Enter a profile name for your MS Exchange Server. You can enter any name that works for you. Leave this check box cleared. If you are using Hosted MS Exchange, use the instructions in "Configuring the MS Exchange Extension for Hosted MS Exchange" on page 35. Select the version of MS Exchange Server you are running. This will control what configuration options are available on the configuration tabs and on the User Profile > Advanced > MS Exchange page. Page 30 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange Field Exchange Server Address (Validated) Synchronization Interval What to Enter Enter the server address of your MS Exchange server. Do not use the server IP address in this field. For example: exchange.mycompany.com Enter the frequency, in minutes, that the Autotask/MS Exchange data synchronization will be run. The interval must be at least 10 minutes, but note that actual synchronization time may be longer, depending on other items queued up at the MS Exchange Server. Synchronization Account User Name/Password (Validated) Enter the user name and password of an MS Exchange user that will be used to test the connection to MS Exchange when the configuration settings are saved. If you will be creating a public folder of all Autotask contacts (an option on the Synchronization tab) this user will need permission to create public folders on your MS Exchange Server. This account information will be stored in the Autotask database. It will be encrypted, but we strongly recommend that you do NOT use a domain administrator password. Refer to "Step 1: Set Up the MS Exchange Synchronization Account" on page 8 for instructions on creating an MS Exchange user with the required permissions. Domain (Validated) Use these credentials for synchronizing individual user accounts check box (Validated - impersonation rights must be enabled) Enter the user's MS Exchange Server domain name. Select this check box if you would like to use the Synchronization Account to synchronize data, instead of individual user accounts. When you select this option, enabled users will not be required to enter a password when configuring their synchronization settings. NOTES: If you choose this option, the Synchronization Account user must have read/write access to users' MS Exchange folders, the ability to create public folders, and must have its own mailbox. Refer to "Step 1: Set Up the MS Exchange Synchronization Account" on page 8 for instructions on creating an MS Exchange user with the required permissions. When new users are created on the Exchange Server but have not yet accessed their mailboxes, they will be unable to synchronize items using the Synchronization Account credentials. After they have accessed mail at least once (via Outlook Web Access, etc.), they will be able to synchronize successfully. Error Notifications Send email notification to this address Enter the email addresses of the person or people who should receive notification if the MS Exchange extension encounters problems or errors. For example, if the MS Exchange Server goes down and synchronization is not able to run. Separate email addresses with a semi-colon. Synchronization Tab The Synchronization tab allows you to configure the types of calendar items that will be exported to and from MS Exchange and the manner in which the information will be displayed. It also allows the user to configure the default number of days into the past and future that the MS Exchange integration extension will look for calendar items to be synchronized. Page 31 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange The following table describes what to enter for each field on the Synchronization tab. Fields are listed in the order in which they appear on the page. Fields with an asterisk are required. Field What to Enter Export Autotask Items to Exchange Allow Appointments Select this checkbox to export Autotask appointments to MS Exchange. When this is set, your users will see their Autotask appointments in Microsoft Outlook or another email client or calendar application that your organization is using. NOTE: If this check box is NOT selected, the Synchronize Autotask Appointments to Exchange check box on the user profile page will be disabled. Allow Contacts where resource is account or opportunity owner Select this check box to import/export contacts to and from the CRM module to and from MS Exchange. When this is set, your users will see their Autotask contacts in Microsoft Outlook or another email client your organization is using. If you are also using the Autotask MS Outlook extension while the MS Exchange extension is enabled, and you select this check box, you will not be able to synch contacts using the Outlook extension. In order to use the Outlook extension to synch all contacts, clear this check box. Important! Only contacts for which the user (resource) is the account or opportunity owner will be transferred. Allow Service Calls Allow To-Dos Select this check box to import/export Service Calls from Autotask to MS Exchange. Select this check box to import/export To Dos from Autotask to MS Exchange. Page 32 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange Field Create public folder of ALL Autotask contacts What to Enter Select this check box to create a public folder on your MS Exchange server populated with all Autotask contacts for all users. This folder will be available to all MS Exchange users. NOTE: If you selected Allow Contacts where resource is account or opportunity owner this will create MS Exchange contact folders for users containing only their own contacts. When this option is selected, all users will also be able to access the master list of contacts in the public folder. Import Exchange Items to Autotask NOTE: The contact sync will not complete to the public folder until at least one resource has been enabled and configured for the integration. Appointments with ALL detail information Appointments with no detail information Do not Import Exchange appointments Select this option to import appointments from MS Exchange with all text and participant information included. Select this option to import appointments, but with only the appointment start and end times. Select this option if you do not want to import any appointments from MS Exchange. NOTE: If this check box is selected, the Synchronize Exchange Appointments to Autotask check box on the user profile page will be disabled. Default Items to Include (sets the defaults on the User Profile page) Past calendar items Recurring calendar items Enter the default number of days back the integration extension should look for data to synchronize. The minimum value in this field is "1" and the maximum is "30." Enter the default number of days in the future the MS Exchange extension should look for recurring calendar items to synchronize. The minimum value in this field is "1" and the maximum is "30." Resources Tab The Resources tab lists all active and inactive Autotask resources. Inactive users have no checkmark in the Active column. From this tab you can turn the extension on for one or more users, view the date and time of each resource's most recent synchronization, and open the User Profile Exchange set up for any resource. Page 33 of 56

Configuring the MS Exchange Extension for On-Premises MS Exchange To turn on the MS Exchange extension for one or multiple users. Take the following steps: 1. Find the resources that you want to work with. By default, Resources are listed alphabetically, but you can click a column header to reorder the list. 2. Click the Exchange On check box for each user you want to give access to the MS Exchange extension. 3. Click Save. Each resource you selected with the Exchange On check box will receive an email notifying them that their MS Exchange account, and also provides additional configuration instructions. The Last Synchronization column displays the date and time of the most recent synchronization for each resource. If the extension is not turned on for the user, the column displays N/A. To open the Exchange set up resource's Profile, click the date/time or N/A in the Last Synchronization column. From the profile you can edit the user's synchronization preferences for the MS Exchange extension. Step 3: Set User Synchronization Preferences Once you setup your MS Exchange Server, configure the MS Exchange settings in Autotask, and turn on the MS Exchange extension (the Enable MS Exchange Extension checkbox on the General tab is selected by default), users will have access to the MS Exchange tab on their User Profile > Advanced Settings page. On this tab, they can configure the specific items that will be copied from Autotask to MS Exchange applications. Refer to "Setting User Profile Settings for the MS Exchange Extension" on page 44. Page 34 of 56

Configuring the MS Exchange Extension for Hosted MS Exchange Configuring the MS Exchange Extension for Hosted MS Exchange Understanding the MS Exchange Extension and Hosted Solutions When you use a hosted solution for MS Exchange, the required configuration settings for the Autotask MS Exchange Extension are in the hands of your service provider. The successful configuration of the extension is largely dependent on the information and access your provider is willing to give you. Customers have been successful with the following hosted providers: Approver: This provider has an Admin page that contains all the information you will need for configuring the MS Exchange Extension. 123 Together Exchange My Mail Office 365: An Autotask customer has made available very detailed instructions on how to configure the MS Exchange Extension. Refer to "MS Exchange Office 365 Configuration" on page 42. NOT E : If your se rvice provide r doe s not a ppe a r on t his list, t his doe s not me a n you won't be succe ssful wit h t he MS Excha nge Ext e nsion. It just me a ns we ha ve not ye t he a rd a bout a prove n succe ss. Step 1: Get the Required Information from Your Service Provider In order for the extension to work, you will need to get the appropriate information from your hosted service provider and enter it on the MS Extension configuration pages in Autotask. Use the Hosted MS Exchange Service Provider Information Request to ensure you get the correct information. Step 2: Add Server and User Information to Autotask To configure the MS Exchange extension: 1. Login to Autotask as an administrator (this user should also be proficient with MS Exchange Server). 2. Click Admin on the top menu bar and select MS Exchange from the shortcut menu. You can also access this page through Admin >Autotask Extend > Extensions > MS Exchange Extension. The MS Exchange configuration page opens, with three tabs for configuring the extension. 3. Enter the required data for each tab. Screen shots and specific field definitions are provided below. 4. Click Save after completing each tab. The following actions occur after clicking Save on each tab: The MS Exchange Server configuration settings are checked using the Synchronization Account settings, and you receive a confirmation message if the configuration settings work or an error message if they fail. On the General tab, items that do not validate will display a warning icon. Page 35 of 56

Configuring the MS Exchange Extension for Hosted MS Exchange NOT E : If you cha nge d t he Ve rsion, Excha nge Se rve r Addre ss, Excha nge Se rve r Virt ua l Dire ct ory, or Doma in, a ll it e ms will be re -synchronized a ut oma t ica lly whe n you sa ve t he cha nge (if synchroniza t ion is occurring whe n you a re t rying t o sa ve you will re ce ive a n e rror me ssa ge a nd must t ry a ga in whe n t he curre nt synchroniza t ion is comple t e ). When you click Save on the Resources tab, all newly enabled resources are sent a confirmation email telling them to go to their advanced profile settings to set up the MS Exchange synchronization. General Tab On the General tab, you configure your MS Exchange settings, including server settings and the account information for the Synchronization Account, used when testing the connection and also for the synchronization, if you choose that setting. The following table describes what to enter for each field. Some fields will be validated as noted. If validation fails, a warning icon will appear to the right of the field. Page 36 of 56

Configuring the MS Exchange Extension for Hosted MS Exchange Field Enable MS Exchange Integration check box What to Enter This check box is selected by default. If you would like to configure your settings and turn on the extension at a later time, clear this check box before you begin. Server Details Profile Name Our Exchange Server is Hosted by a Third Party Version Exchange Server Address (Validated) Enter a profile name for your MS Exchange Server. You can enter any name that works for you. Select this checkbox. This will control what configuration options are available on the configuration tabs. Select the version of MS Exchange Server you are running. You may need to get this information from your hosted service provider.** This will control what configuration options are available on the configuration tabs and on the User Profile > Advanced > MS Exchange page for your users. Get this information from your hosted service provider (use the Hosted MS Exchange Service Provider Information Request) and enter it here. For example: exchange.mycompany.com Do not use the server IP address in this field. Synchronization Interval Enter the frequency, in minutes, that the Autotask/MS Exchange data synchronization will be run. The interval must be at least 10 minutes, but note that actual synchronization time may be longer, depending on other items queued up at the MS Exchange Server. Synchronization Account User Name/Password (Validated) Get this information from your hosted service provider (use the Hosted MS Exchange Service Provider Information Request). This user's credentials will be used to test the connection to MS Exchange when the configuration settings are saved. This account information will be stored in the Autotask database. It will be encrypted, but we strongly recommend that you do NOT use a domain administrator password. Domain (Validated) Get this information from your hosted service provider (use the Hosted MS Exchange Service Provider Information Request). Page 37 of 56

Configuring the MS Exchange Extension for Hosted MS Exchange Field Use these credentials for synchronizing individual user accounts check box (Validated - impersonation rights must be enabled) What to Enter Select this check box if you would like to use the Synchronization Account to synchronize data, instead of individual user accounts. Note that this approach may take addition setup, configuration, and troubleshooting time and may not be easy to work out with your hosted provider. Refer to "Step 1: Set Up the MS Exchange Synchronization Account" on page 8 for instructions on creating an MS Exchange user with the required permissions. If you leave this check box cleared, individual credentials will instead be used for the synchronization. Each user will enter his or her user name and password into the system in their User Profile (Home > User Profile > Advanced > MS Exchange). This data is encrypted in the Autotask database, but there is no central management for the data. If you users change their user names or passwords, they will also need to make the change in Autotask for the MS Exchange Extension or the synchronization will fail. Notes: If you choose this option, the Synchronization Account user must have read/write access to users' MS Exchange folders and the ability to create public folders. When new users are created on the Exchange Server but have not yet accessed their mailboxes, they will be unable to synchronize items using the Synchronization Account credentials. After they have accessed mail at least once (via Outlook Web Access, etc.), they will be able to synchronize successfully. Error Notifications Troubleshooting: If the extension is not working and you have selected this checkbox, try deselecting it and have users' enter their individual credentials in their user profile > advanced > MS Exchange settings. Send email notification to this address Enter the email address(es) of the person or people who should receive notification if the MS Exchange extension encounters problems or errors. For example, if the MS Exchange Server goes down and synchronization is not able to run. Separate email addresses with a semi-colon. Synchronization Tab The Synchronization tab allows you to configure the types of calendar items that will be exported to and from MS Exchange and the manner in which the information will be displayed, and to configure the default number of days into the past and future that the MS Exchange integration extension will look for items to be synchronized. Page 38 of 56

Configuring the MS Exchange Extension for Hosted MS Exchange The following table describes what to enter for each field on the Synchronization tab. Field What to Enter Export Autotask Items to Exchange Allow Appointments Select this checkbox to export Autotask appointments to MS Exchange. When this is set, your users will see their Autotask appointments in Microsoft Outlook or another email client or calendar application that your organization is using. NOTE: If this check box is NOT selected, the Synchronize Autotask Appointments to Exchange check box on the user profile page will be disabled. Allow Contacts where resource is account or opportunity owner Select this check box to import/export contacts to and from the CRM module to and from MS Exchange. When this is set, your users will see their Autotask contacts in Microsoft Outlook or another email client your organization is using. If you are also using the Autotask MS Outlook extension and you select this check box, you will not be able to synch contacts using the Outlook extension. In order to use the Outlook extension to synch all contacts, clear this check box. Important! Only contacts for which the user (resource) is the account or opportunity owner will be transferred. Allow Service Calls Allow To-Dos Select this check box to import/export Service Calls from Autotask to MS Exchange. Select this check box to import/export To Dos from Autotask to MS Exchange. Page 39 of 56

Configuring the MS Exchange Extension for Hosted MS Exchange Field Create public folder of ALL Autotask contacts What to Enter Select this check box to create a public folder on your MS Exchange server populated with all Autotask contacts for all users. This folder will be available to all MS Exchange users (as opposed to the "Allow Contacts where resource is account or opportunity owner" option which creates a contact folder for only the user's contacts). Import Exchange Items to Autotask After selecting the checkbox you are able to enter a relative path to the location where the public folder should be created. Get this information from your hosted service provider (use the Hosted MS Exchange Service Provider Information Request). Appointments with ALL detail information Appointments with no detail information Do not Import Exchange appointments Select this option to import appointments from MS Exchange with all text and participant information included. Select this option to import appointments, but with only the appointment start and end times. Select this option if you do not want to import any appointments from MS Exchange. NOTE: If this check box is selected, the Synchronize Exchange Appointments to Autotask check box on the user profile page will be disabled. Default Items to Include (sets the defaults on the User Profile page) Past calendar items Recurring calendar items Enter the default number of days back the integration extension should look for data to synchronize. The minimum value in this field is "1" and the maximum is "30." Enter the default number of days in the future the MS Exchange extension should look for recurring calendar items to synchronize. The minimum value in this field is "1" and the maximum is "30." Resources Tab The Resources tab lists all active and inactive Autotask resources. Page 40 of 56

Configuring the MS Exchange Extension for Hosted MS Exchange To turn on the MS Exchange extension for one or multiple users: 1. Click the Exchange On check box for each user you want to give access to the MS Exchange extension. 2. Click Save. Each resource you selected with the Exchange On check box will receive an email notifying them that their MS Exchange account can be synchronized with Autotask and providing additional configuration instructions. The Last Synchronization column displays the date and time of the most recent synchronization for each resource. If the extension is not turned on for the user, the column displays N/A. To open the Exchange set up resource's Profile, click the date/time or N/A in the Last Synchronization column. From the profile you can edit the user's synchronization preferences for the MS Exchange extension. Step 3: Set User Synchronization Preferences Once you setup your MS Exchange Server, configure the MS Exchange settings in Autotask, and turn on the MS Exchange extension (the Enable MS Exchange Extension checkbox on the General tab is selected by default), users will have access to the MS Exchange tab on their User Profile > Advanced Settings page. On this tab, they can configure the specific items that will be copied from Autotask to MS Exchange applications. Refer to "Setting User Profile Settings for the MS Exchange Extension" on page 44. Page 41 of 56

MS Exchange Office 365 Configuration MS Exchange Office 365 Configuration The main issue with Office 365 configuration is determining your domain name and user name. The domain name, at least in North America, is red001.local. Elsewhere, it is red002/3/ etc. Check the Office 365 support documentation if you are outside if North America. NOT E : Since t he re is no Public F olde r support, you ca nnot do public folde r cont a ct synchroniza t ion. Configuring the Main Autotask Exchange Synchronization Account 1. Log into Autotask with an Administrator license and navigate to Admin > AutotaskExtend > Extensions > MS Exchange Extension. 2. Configure the main Autotask Exchange Synchronization Account as follows: Field Name Profile Name Exchange Hosted Third Party Information exchange Do NOT check Version Exchange 2007/2010/2013 Server Address Exchange Server Virtual Directory Sync Sync Account User Name Password red001.mail.microsoftonline.com Leave this field blank Sync every 20 minutes To find out your user name, make sure Outlook is configured on your machine using the Office 365 utility, then just search your registry for red001.local. The field right below the domain is your user name (user@domain.com). Get this information from your hosted service provider. Use the Hosted MS Exchange Service Provider Cheat Sheet. This user's credentials will be used to test the connection to MS Exchange when the configuration settings are saved. This account information will be stored in the Autotask database. It will be encrypted, but we strongly recommend that you do NOT use a domain administrator password. Domain Use these credentials for synchronizing individual user accounts Leave this field blank Do NOT check Page 42 of 56

MS Exchange Office 365 Configuration Configuring User Accounts 1. Go to Home > My Profile and click the Advanced button. 2. Click the MS Exchange tab. 3. Under General Settings, enter the following information. Field Name Enable MS Exchange Integration User Name Password Domain Address Information Check this box To find out your user name, make sure Outlook is configured on your machine using the Office 365 utility, then just search your registry for red001.local. The field right below the domain is your user name (user@yourdomain.com). User Password Leave this field blank Your full email address (user@yourdomain.com) Page 43 of 56

Setting User Profile Settings for the MS Exchange Extension Setting User Profile Settings for the MS Exchange Extension When your Autotask Administrator turns on the MS Exchange extension for you, you have access to the MS Exchange tab on your User Profile Advanced Settings page. On this tab, you can configure the specific items that will be copied from Autotask to your MS Exchange applications: 1. Access the Autotask Home module and select My Profile. 2. Click Edit to the right of My Contact Info. 3. In the Edit Profile window, click the Advanced button. 4. Click the MS Exchange tab. 5. Enter the following information. The table below details each setting available on this page: Field Description General Page 44 of 56

Setting User Profile Settings for the MS Exchange Extension Field MS Exchange User Name Password Exchange Email Address Reminder (Appointments, Service Calls, To-dos) Test Connection Description Enter your MS Exchange email credentials. If you do not know this information, contact the information technology (IT) person who is responsible for email at your organization. NOTE: If your Autotask Administrator has configured the MS Exchange extension to use a Synchronization Account when synchronizing data, you will not need to enter your password and the field is grayed out. Set the reminder options for calendar items in MS Outlook. By default, reminders for Autotask items copied to MS Outlook are set at 15 minutes. To change this time interval, select a different reminder period from the drop-down list. If you would like to disable reminders completely for copied items, deselect the Reminder check box. After you enter the General Settings, click Test Connection to ensure the settings work. Autotask will test the connection to the MS Exchange Server and verify that the credentials worked or return an error if they failed. The connection will also be automatically tested when you click Save when you are finished adding all required information on this page. Synchronize Select the items you would like synchronized between Autotask and MS Exchange. Any items that have been disabled by your Autotask Administrator cannot be selected and appear grayed-out. For items you select here, all original information (time and detail) transfers over during the first synchronization after the item is created. After that, changes to existing items made in Autotask are always synchronized back to MS Exchange, and changes made in MS Exchange to items created in MS Exchange will sync back to Autotask. Autotask appointments to Exchange Exchange appointments to Autotask Contacts Select this option (if available) if you want Autotask appointments transferred to MS Exchange. Select this option (if available) if you want MS Exchange appointments transferred to Autotask. Select this option if you want Contacts transferred from Autotask to MS Exchange. If you would like to create a separate folder in MS Outlook for Autotask contacts, select the Synchronize Autotask contacts in separate personal folder check box. If this check box is not selected, your Autotask contacts will be added to your personal contacts folder. Service Calls To-dos Select this check box (if available) if you want Service Calls transferred from Autotask to MS Exchange. Service Calls will appear in your email as "appointments". Select this option to transfer Autotask To-dos to MS Exchange. To Dos appear in your Outlook task list or your Outlook calendar, depending on the view status of the To Do. Refer to "Using the MS Exchange Extension" on page 47 Include (you will not likely need to change these settings that have already been configured as the default by your System Administrator) Past Calendar Items Select the number of days (1 30) into the past you would like the extension to look for items when synchronizing information. Page 45 of 56

Setting User Profile Settings for the MS Exchange Extension Field Future Calendar Items - v. 2003 Only - in MS Exchange 2007 all future items synchronize Recurring Calendar Items Description Select the number of days (1 30) into the future you would like the extension to look for items when synchronizing information. Select the number of days into the past and future (1 30) you would like the extension to look for recurring items when synchronizing information. 6. When you are finished adding information, turn the MS Exchange extension on or off using the Enable MS Exchange Integration check box at the top of the page. When this check box is selected, the synchronization will run at periodic intervals set by your Autotask Administrator. 7. Click Save. Autotask will test the connection to the MS Exchange Server and verify that the credentials worked or return an error if they failed. NOT E : If you cha nge d t he Excha nge Ema il Addre ss or Doma in, a ll it e ms will be a ut oma t ica lly re -synchronized whe n you sa ve. If t he synchroniza t ion proce ss is running, you will re ce ive a n e rror a nd will ha ve t o t ry a ga in a ft e r t he synchroniza t ion comple t e s. Page 46 of 56

Using the MS Exchange Extension Using the MS Exchange Extension The Autotask MS Exchange extension updates your MS Exchange calendar every time a Service Call, To-Do, or Appointment is scheduled in Autotask, provided that you have configured your User Profile MS Exchange settings to synchronize these items (refer to Setting User Profile Advanced Settings). You can then edit the Service Call, To-Do, or Appointment by simply clicking on the edit link within the calendar item. The MS Exchange extension also copies Autotask contacts to your MS Exchange contact list. Viewing Autotask Appointments and Service Calls in MS Outlook Autotask appointments and service calls become MS Outlook appointments. Additional information from Autotask fields that cannot be accommodated in the calendar item is converted to a text file in the Details area of the appointment. It is updated when the calendar item is modified in the originating system. Autotask Appointment Converted to Outlook Appointment The MS Exchange extension synchronizes changes to the scheduling of Autotask Appointments between Autotask and MS Outlook. You can change the scheduled date and time of appointments in either MS Outlook or Autotask. Any changes to the content of Autotask Appointments (subject/title, details/description) must be made within Autotask. A hyperlink is provided in the body of the MS Outlook calendar item to edit the Autotask Appointment: Page 47 of 56

Using the MS Exchange Extension Autotask Service Call Converted to MS Exchange Appointment Your MS Exchange calendar can be updated for new or modified Autotask Service Calls. All changes to Service Calls for scheduling and content must be made within Autotask. A hyperlink is provided in the body of the Outlook calendar item to edit the Service Call: Viewing Autotask To-Dos in MS Outlook Your MS Outlook calendar can be updated for new or modified Autotask To-Dos. The MS Exchange extension will synchronize changes to the scheduling of To-Dos between Autotask and MS Outlook, meaning you can change the scheduled date and time of To-Dos in either Outlook or Autotask. Any changes to the content of To- Dos (subject/title, details/description) must be made within Autotask. Page 48 of 56

Using the MS Exchange Extension Task or Calendar Item? Your Autotask To-Dos will appear either in your MS Outlook calendar as an appointment, or in your MS Outlook Task list, depending on the View setting of the Action Type associated with the To-Do. Refer to Adding Action Types for a description of the View attribute and how it relates to To-Dos. To determine where your To-Do will appear in Outlook, use the following table: If you created a To-Do with an Action Type with a View status of... Then the item will appear... To-Do Calendar Calendar and To-Do on your Outlook task list. on your Outlook calendar. on your Outlook calendar. Editing the To-Do A hyperlink is provided in the body of the MS Outlook calendar or task item to edit the To-Do (the following screen shot shows the link in a calendar item): Page 49 of 56

Using the MS Exchange Extension Working with the Outlook Task Outlook tasks that have been created from Autotask To-Dos do not have all the functionality of an Outlookcreated task. Some differences are listed below: The task Owner field is not automatically filled. In Outlook 2007, 2010, and 2013, the flag icon does not change to a black checkmark when the task is marked complete. The right-click Mark Complete and right-click Assign Task options are not available. Viewing Outlook Calendar Items in Autotask Autotask appointments can be updated for new or modified MS Outlook Calendar Items. You can change the scheduled date and time of appointments in either Outlook or Autotask. Any changes to the content Page 50 of 56

Using the MS Exchange Extension (subject/title, details/description) of the Outlook calendar appointments must be made within Outlook. Updating Appointments All converted Autotask calendar items contain an edit details hyperlink MS Exchange that will open the original calendar item in Autotask, where you can make any necessary changes. NOT E : The Aut ot a sk e dit a ppoint me nt hype rlinks a re not support e d on Aut ot a sk Live Mobile. Contact Integration Autotask Contacts can be automatically transferred to MS Exchange. The MS Exchange extension can be configured to update a central public folder in Exchange for everyone to access, and/or update personal contact folders. Depending on the way your Autotask Administrator has configured contact integration, you may be able to work with Autotask contact information in MS Outlook as follows: Transfer contacts for whom you are the account or opportunity owner to your personal contact folder in Outlook. You can also choose to create an Autotask personal folder for your Autotask contacts, by selecting the Synchronize Autotask contacts in a separate personal folder check box on your User Profile MS Exchange configuration settings. Refer to "Setting User Profile Settings for the MS Exchange Extension" on page 44. NOT E : If you ha ve a lre a dy synchronized cont a ct s t o your pe rsona l cont a ct s folde r a nd t he n swit ch t o synchronizing t o t he Aut ot a sk Cont a ct folde r, it is re comme nde d t ha t you dra g-a nd-drop t he cont a ct s from t he origina l loca t ion t o t he ne w Aut ot a sk Cont a ct s folde r. O nly ne w a nd upda t e d cont a ct s will be move d t o t he Aut ot a sk Cont a ct folde r. Transfer all contacts to a public contact folder (this is not an option for hosted MS Exchange). Transfer of no contacts to MS Exchange. NOT E : The MS Excha nge e xt e nsion will che ck t he following informa t ion be fore cre a t ing a cont a ct t o e nsure t ha t a duplica t e re cord is not cre a t e d: cont a ct first na me, cont a ct la st na me, a ccount na me, a nd e ma il a ddre ss. If one of t he se fie lds doe s not ma t ch be t we e n Aut ot a sk a nd O ut look, a ne w cont a ct will be cre a t e d in O ut look. If t he first t hre e fie lds ma t ch but t he e ma il fie ld is bla nk, t he e xist ing cont a ct re cord will be upda t e d. Page 51 of 56

Using the MS Exchange Extension Autotask Contacts in MS Outlook Personal Contacts Folder Page 52 of 56

Comparison of the Autotask MS Outlook Extension and MS Exchange Extension Comparison of the Autotask MS Outlook Extension and MS Exchange Extension The Autotask MS Outlook Extension and the Autotask MS Exchange Extension perform many of the same functions, but there are differences in the way Autotask synchronizes between these extensions. In general, the MS Exchange Extension is an automated, system administrator-controlled way to synchronize Autotask calendar and contact data to users' Outlook calendar and contacts folder. The MS Outlook Extension also synchronizes Autotask calendar and contact data, but gives users more control over a manual synchronization process. The following table presents a detailed comparison. Autotask MS Outlook Extension Autotask MS Exchange Extension Synchronization Autotask user must setup and control synchronization interval. Get calendar items from Autotask (manually, when launching or closing Outlook, or in scheduled intervals). Synchronization will occur only if Outlook is open for the Autotask user. User controls what items are synchronized, within the limits established by the Autotask Administrator: Appointments (from Outlook and Autotask) Contacts (from Outlook and Autotask) To-Dos (from Autotask) Service Calls (from Autotask) Synchronization interval is an MS Exchange integration setting configured for all users by the Autotask Administrator. The minimum synchronization interval is 10 minutes, but actual synchronization time may be longer, depending on other items queued up at the MS Exchange Server. Synchronize calendar items from Autotask (automatically, as per synchronization interval configured by the Autotask Administrator). Synchronization occurs at scheduled intervals and does not require that Outlook is open. User controls what items are synchronized, within the limits established by the Autotask Administrator: Appointments (from Outlook and Autotask). Private Outlook appointments will transfer to the Autotask calendar with only "Appointment"as the title. Only the date and time transfer, not the details. Contacts (from Autotask ONLY) To-Dos (from Autotask) Service Calls (from Autotask) Contacts Get all Autotask contacts or Autotask Contacts I am the Account or Opportunity Owner for (as per Outlook extension configuration) Synchronize contacts from Autotask (automatically, as per synchronization interval configured by the Autotask Administrator). Note: To synchronize contacts in Outlook when MS Exchange is enabled, use the configuration settings specified in Synchronizing Contacts in Outlook with the MS Exchange Extension Enabled, below. Send selected Contacts to Autotask (disabled if MS Exchange is also enabled for same user) Not available. The MS Exchange Extension does not support sending contacts TO Autotask. Appointments Page 53 of 56

Comparison of the Autotask MS Outlook Extension and MS Exchange Extension Send recurring appointments to Autotask (where they display recurrence symbol and can be deleted as a group). Must manually send selected appointments to Autotask. Note: This is disabled if the MS Exchange extension is also enabled for same user. Send recurring appointments to Autotask (without recurrence symbol). Option to synchronize all appointments from Outlook to Autotask with full or no appointment details. Private Outlook appointments will transfer to the Autotask calendar with only "Appointment" as the title. Only the date and time transfer, not the details. Installation and Setup Client download and installation to each workstation PC is required. Works only with Outlook Client version 2007 Autotask Administrator creates special MS Exchange synchronization account for synchronization. (requires MS Exchange administrator assistance) Works with all MS Exchange client devices and applications, including Outlook Web Access (OWA), PDAs, and all mail clients supporting MS Exchange. In addition to calendar and contact synchronization, the MS Outlook Extension can: Add CRM To-Do Add Contact Add Contact Note Add Contact Note from email Enter Project Time Add Project Note Add Project Note from email Add Task Note Add Task Note from email Enter Start/Stop Time Add Service Call Add Ticket Add Ticket from email Add Ticket Note Add Ticket Note from email Synchronizing Contacts in Outlook with the MS Exchange Extension Enabled To enable contact synchronization in Outlook, for all contacts or contacts that the user is the "Account or Opportunity Owner for" (as specified in the MS Outlook Extension configuration), you must enable contact integration in the MS Outlook Extension and turn off contact synchronization in the MS Exchange Extension. Enable Contact Integration for the Autotask MS Outlook Extension 1. In Outlook, select Options from the Autotask menu. 2. In the MS Outlook Extension Options window, select the Contacts tab. 3. Select the Enable Contact Integration check box. 4. Complete other settings as desired. Turn Off Contact Synchronization for the MS Exchange Extension Page 54 of 56

Comparison of the Autotask MS Outlook Extension and MS Exchange Extension These instructions apply to applications where the MS Exchange Extension is already configured. If you are setting up the MS Exchange Extension for the first time, refer to the Configure MS Exchange topic for your version of MS Exchange. 1. Login to Autotask as an administrator (this user should also be proficient with MS Exchange Server). 2. Hover over Admin on the menu bar and select MS Exchange from the shortcut menu (you can also access this page within the Admin module: Admin >Autotask Extend > Extensions > MS Exchange Extension. The MS Exchange configuration page opens, with three tabs for configuring the extension. 3. On the Synchronization tab, under Export Autotask Items to Exchange, locate "Allow Contacts where resource is account or opportunity owner". 4. If this option is selected, clear the check box. 5. Click Save and exit the extension. Page 55 of 56

Index: Contacts User Profile Index Contacts integrating with MS Exchange 51 Extension MS Exchange 3 Microsoft Exchange system requirements 7 MS Exchange Extension 3 comparison to Microsoft Outlook Extension 53 configuring 7 configuring Hosted 35 configuring On-premise 8 understanding 5 using 47 User Profile and MS Exchange Extension 44 Page 56 of 56