System Center Service Manager

System Center Service Manager E-mail Configuration Version: 0.1 Date: October, 2010 Authors: David Baur Feedback: Send suggestions and comments about this document to David.Baur@infrontconsulting.com

Contents E-mail Configuration... 2 Installing and Configuring the SMTP Server... 4 IIS SMTP Server Service... 4 Configure the IIS SMTP Server service for Service Manager... 5 Configure Service Manager for E-mail... 6 To configure e-mail notifications... 7 To validate e-mail notification configuration... 8 Configuring Exchange 2010 for use with Service Manager... 9 Configure the Organization Hub Transport... 9 Configure the Server Configuration Hub Transport... 9 Configure the Mail Contact in Exchange... 10 Test Email Functionality between the SMTP Server and the Exchange Server... 11

Installing and Configuring the SMTP Server IIS SMTP Server Service 1. Log on as an Administrator on the server that will act as the SMTP Server perform the following steps. (An Exchange 2010 Server cannot be your SMTP Server) 2. From the Start Menu navigate to All Programs ->Administrative Tools->Server Manager 3. In Service Manager, select Features 4. In the right hand Features Pane, click on Add Features 5. In the Select Feature Window, select SMTP Server 6. The Add Features Wizard will appear and ask if you want to Add role services and features for SMTP Server? It does this if the dependent role services are not present already. Click Add Required Role Services 7. The Select Features Screen reappears, click Next 8. The Web Server (IIS) screen appears, click on Next to continue 9. On the Select Role Service screen, click Next to continue 10. The Confirm Installation Selections screen appears, click Install to begin the installation 11. The Installation Results window appears, click Close to exit. Infront Consulting Group Configuring E-mail in Service Manager 2010 4

Configure the IIS SMTP Server service for Service Manager 1. On the computer that is your SMTP Server go into Administrative Tools, and then click Internet Information Services (IIS) 6.0 Manager 2. Expand the SMTP Server until you see the SMTP Virtual Server #1 (it may have a different name, but will show an email icon) 3. Right Click on SMTP Virtual Server #1 and select Rename, rename it to the name of your Server. 4. Expand Domains, and then rename the domain to the FQDN of your Server or Domain name you will use. Note: This cannot be the same domain the server is a member of, but it can be a child domain. Example: If the domain name is contoso.com, I would use my server name as the domain name SERVER.CONTOSO.COM 5. On the server name (from step 3) right click and select Properties 6. Click on the Access tab and select Relay 7. In the Relay Restrictions window, select All except the list below and then place a checkmark in the Allow all computers which successfully authenticate to relay regardless of the list above and then click on OK 8. Next, click on the Delivery tab, and then click on the Advanced button 9. In the Advanced Delivery fill out the values as shown below a. Masquerade Domain: Your Root Domain Name (i.e. contoso.com) Infront Consulting Group Configuring E-mail in Service Manager 2010 5

b. Fully-qualified domain name: Your Exchange Servers name (i.e. exchange.contoso.com) c. Smart host: Your Exchange Servers name (i.e. exchange.contoso.com) 10. Click on OK, and then OK again to exit the properties. 11. Exit IIS 6.0 Manager 12. Open Windows Explorer and navigate to C:\Inetpub\Mailroot 13. Create two sub folders, the first called Badmail and the second called Drop. 14. Right-click on the C:\Inetpub\Mailroot folder, and then click Share. 15. For the sharing permissions, select the domain user that you specified for the Service Manager account, click Contributor, click Share, and then click Done. 16. Restart the Simple Mail Transfer Protocol (SMTP) service and also verify it is set to Automatic and is started. Configure Service Manager for E-mail 1. Open the Service Manager console, and then select Administration. 2. In the Administration pane, expand Administration, and then click Settings. 3. In the Settings pane, double-click Incident Settings. 4. Scroll down In the Incident Settings dialog box, and you will see Incoming E-mail. 5. In the SMTP Service drop folder location field, 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. Infront Consulting Group Configuring E-mail in Service Manager 2010 6

6. In the SMTP Service bad folder location field, 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. 7. In the Maximum number of e-mails to process at a time field, enter a number for the e-mails that you want Service Manager to process during an e-mail processing cycle. 8. Select the Turn on incoming e-mails processing check box, and then click OK. To configure e-mail notifications 1. In the Service Manager console, click Administration. 2. In the Administration pane, expand Notifications, and then click Channels. 3. In the Channels pane, click E-Mail Notification Channel. 4. In the Tasks pane, under E-Mail Notification Channel, click Configure to open the Configure E-Mail Notification Channel dialog box. 5. Select the Enable e-mail notifications check box. 6. Click Add. In the Add SMTP Server dialog box, type the fully qualified domain name of the SMTP server that you want to use. For example, type Servername.domain.com (replacing the names with your data) 7. In the Port number box, type or select the SMTP port number that you want to use. For example, select 25. Infront Consulting Group Configuring E-mail in Service Manager 2010 7

8. Next, Click Add again. In the Add SMTP Server dialog box, type the fully qualified domain name of the SMTP server that you want to use. For example, type Exchange.domain.com (replacing the names with your Exchange domain name information) 9. In the Port number box, type or select the SMTP port number that you want to use. For example, select 25. 10. In the Authentication method box, select either Anonymous. Then, click OK. 11. In the Return e-mail address box, type the e-mail address of the service account used during setup. For example, type Helpdek@ Servername.domain.com (replacing the names with your data) 12. In the Retry primary after box, type or select the number of seconds that you want Service Manager to wait before it tries to resend outgoing e-mail notifications. For example, select 25. 13. Click OK to close the dialog box. To validate e-mail notification configuration 1. In the Channels pane, click E-Mail Notification Channel. 2. In the Tasks pane, under E-Mail Notification Channel, click Configure to open the Configure E-Mail Notification Channel dialog box. 3. Verify that the configuration you entered is correct. 4. An Email test will be done after configuring Exchange in the following sections. Infront Consulting Group Configuring E-mail in Service Manager 2010 8

Configuring Exchange 2010 for use with Service Manager Configure the Organization Hub Transport First you will need to create the Organizational Hub Transport 1. In Exchange, click on Organization Configuration and then Hub Transport. 2. On the Hub Transport Screen select the Accepted Domains tab 3. In the Actions pane click on New Accepted Domain 4. The New Accepted Domain wizard appears, in the New Accepted Domain, for the Name type in a descriptive name such as FROM SMTP SERVER and for the accepted Domain type in the SMTP Domain name you created for Service Manager as follows: *.Servername.domain.com 5. Select Authoritative Domain and then click on New Configure the Server Configuration Hub Transport The next step is to create the Receive Connector 1. Navigate to Server Configuration, and then Hub Transport 2. In the Actions Pane, click on New Receive Connector 3. The New Receive Connector wizard appears, in the Name field, type in a name that identifies the Service Manager SMTP Server, and then select Custom for the intended use and then click on the Next button 4. On the Local Network settings page leave it at its default value and leave the FQDN field empty. Click on the Next button to continue. Infront Consulting Group Configuring E-mail in Service Manager 2010 9

5. On the Remote Network Settings screen, remove the exiting IP address, and then add the IP Address of your Service Manager SMTP Server and then click on Next to continue. 6. On the New Connector screen, click on New to complete the Wizard 7. Next double-click on the newly created Receive Connector to open its properties and go to the Authentication Tab, deselect any items that are selected and then click on the Permissions Groups Tab 8. In the Permissions Groups tab, select only Anonymous users and then click on OK to exit. 9. The next thing that must occur is to grant relay permission to anonymous connections on the new Receive connector, to do this open the Exchange Management Shell and type the following as shown and hit the enter key: Get-ReceiveConnector "Anonymous Relay" Add-ADPermission -User "NT AUTHORITY\ANONYMOUS LOGON" -ExtendedRights "Ms-Exch-SMTP-Accept-Any- Recipient" 10. If no errors occur, close the PowerShell interface. Configure the Mail Contact in Exchange The next step is to create the email alias that will be used. 1. Navigate to Recipient Configuration and then to Mail Contact 2. In the Action pane, click on New Mail Contact 3. The New Mail Contact Wizard appears, select New contact and then click Next Infront Consulting Group Configuring E-mail in Service Manager 2010 10

4. In the Name field, type in the name that you will specify as the Service Manager Return e-mail address without the @domain.com (i.e. Helpdesk). 5. In the Alias field type in the name you want users to use as the Email Alias name (such as Helpdesk) 6. Edit the External e-mail address and type in the FQDN for the email address, for example: HELPDESK@Server.domain.com 7. Click on the Next button and then click on New to complete the Wizard Test Email Functionality between the SMTP Server and the Exchange Server 1. Using notepad on the SMTP Server, create a file with no extension using windows explorer called TESTMAIL 2. Right click on the TESTMAIL file and select Open 3. When prompted with what program to open the file, select Notepad and then click on OK. 4. In the file, type the following using your information, as shown below: to:yourusername@domain.com from:helpdesk@servername.domain.com Subject:This is an email test. This is a test 5. Save the file (with no extension) and close it. 6. Copy the file to a location where you can reuse it in the future for testing. Infront Consulting Group Configuring E-mail in Service Manager 2010 11

7. Copy the file into the C:\inetpub\mailroot\Pickup folder 8. The file should disappear indicating the Exchange has picked it up. 9. Open Outlook for the recipient you entered above in the to: field and verify the email is received. Infront Consulting Group Configuring E-mail in Service Manager 2010 12