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How To Install and Configure SCSM Exchange Online Connector (O365)

By January 21, 2020September 23rd, 2020Blog, Exchange, Microsoft, Office 365
Create Exchange Connector in SCSM

The Exchange Connector connects Service Manager to Exchange Server for processing incoming emails related to work items. Once the Exchange Connector has been configured to monitor Exchange mailboxes, you can use it to create and update work items based on templates specified by the administrator. By specifying special keywords to look for in the incoming emails, you can configure the Exchange Connector to perform actions like approving or rejecting review activities or enabling activity implementers to mark activities assigned to them as completed.

To get started, you’ll need to download the following: Exchange Connector 3.1 and the corresponding Exchange Web Services API 1.2.

Download these Items on the Microsoft Site:

System Center Service Manager Connector 3.1 for Exchange

Microsoft Exchange Web Services Managed API 1.2

If you get the common “We’re sorry, this download is no longer available.” from Microsoft, feel free to use our links below.

Download these Items from Us

You can download the necessary items in a .zip folder from our site, accessible here. This folder includes these three items. You’ll need the first two to follow the instructions below for setting up the Exchange connector, and and the last one will come in handy if you’re experiencing the “could not load type” issue, which I’ll cover below as well.

  • Microsoft.Exchange.WebServices.dll
  • System_Center_Service_Manager_Connector_3.1_for_Exchange.exe
  • Microsoft.EnterpriseManagement.ServiceManager.UI.Administration.dll

Then, we need to copy the following DLLs to the System Center Service Manager root Install directory .\Program Files\Microsoft System Center version\Service Manager folder

  • Exchange.WebServices.dll
  • SystemCenter.ExchangeConnector.dll.

Next, start Service Manager Console with administrative permissions, right click Management Packs and click Import. Browse to your SCSM Connector 3.1 for Exchange and select ServiceManager.ExchangeConnector.mpb.

Service Manager Console Management Packs

Once imported, head back to your SM console, right click on Connectors -> Create connector -> Exchange Connector.

NOTE: In order to use this connector, an Exchange mailbox is required for the connector to monitor, which can be either an on-premise mailbox or a mailbox hosted in Exchange Online. This example covers Exchange Online.

Create Exchange Connector in SCSM

It’s recommended to use # instead of the previous suggested method of dedicated pods.

As far as the Run As account goes, feel free to use your workflow account or create a dedicated account.

On the general Settings page, you need to give the connector a unique name and define an email address which reflects the mailbox the connector is parsing.

You can enable or disable the connector and define “user impersonation”. If you want to have multiple Exchange connector instances which are monitoring different mailboxes, you need to configure Exchange to allow the Run As account to impersonate the credentials of the other mailbox recipients.

Exchange Connector Server Settings

Complete the wizard taking defaults or modify as you see fit.

NOTE: If you try the “Test Connection” and get an error or timeout, skip the “Test Connection”, click next then test after the connector is created.

The screenshots below were taken from our working config, these are only for review, please note the polling interval is below Microsoft’s recommendation.

Parsing Keywords Screenshot

Routing and Schedule Settings

A Few Common Issues and Resolutions

Issue: Could not load type

Date: 6/28/2019 9:39:01 AM

Application: System Center Service Manager

Application Version: 7.5.7487.0

Severity: Error

Message: Could not load type ‘Microsoft.EnterpriseManagement.ServiceManager.UI.Administration.Administration’ from assembly ‘Microsoft.EnterpriseManagement.ServiceManager.UI.Administration, Version=7.0.5000.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35’.


System.TypeLoadException: Could not load type ‘Microsoft.EnterpriseManagement.ServiceManager.UI.Administration.Administration’ from assembly ‘Microsoft.EnterpriseManagement.ServiceManager.UI.Administration, Version=7.0.5000.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35’.

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.ServiceManager.UI.Console.ConsoleJobExceptionHandler.ExecuteJob(IComponent component, EventHandler`1 job, Object sender, ConsoleJobEventArgs args)


Place the Microsoft.EnterpriseManagement.ServiceManager.UI.Administration.dll in the root Install directory\Program Files\Microsoft System Center version\Service Manager folder

NOTE: This will cause issues with other connectors, once your connector is built, remove or rename this file.

You will need the <<Microsoft.EnterpriseManagement.ServiceManager.UI.Administration.dll>> file from the .zip folder download available above.

Issue: Connector failed to validate connection

Exchange Connector: Connector Exchange Online Connector failed to validate connection user=Srv-SMSrv, domain=SSI, impersonation=: Message=The server URL is not accessible, or the user does not have permission to access it (Message: The request failed. The remote server returned an error: (404) Not Found.)


Ensure the user is licensed and the mailbox is fully provisioned. If your mailbox and Run As account are different, ensure permissions have been granted to the Run As account.

Brandon Stuart, Senior Infrastructure Engineer, PEI

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