Troubleshooting the Exchange Connector in Service Manager 2012

The Exchange connector is a fantastic connector that allows Service Manager to connect with Microsoft Exchange and send and receive e-mail notifications and updates. The connector by itself is fairly simple but there are many services that it relies upon to function correctly.

If the Exchange connector does not seem to be working correctly follow these steps to troubleshoot the issue:

1) Logs. All errors thrown by the Exchange connector are routed to the OpsMgr log in the event log of the Service Manager server. These messages will show only errors and will not show any level of detail but it is the first port of call to find if there are errors occurring.
For example, You may get an error like “Exchange Connector: Error while processing emails for email address ‘ServiceDesk@Domain.internal’ This shows there has been an issue but not what caused the issue.
This type of error message is usually followed by an error in the “Health Service Modules” with a description like “A Windows Workflow Foundation workflow failed during execution.” this is because the Exchange connector workflow failed.

2) Logs, Logs and More Logs. Once you can see that there is an issue it is necessary to get more information on the error.

By adding the following registry keys it is possible to get more information reporting to the event log:

KEY: ”HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\System Center Service Manager Exchange Connector
Value:EnableEWSTracing, Type: String, Data: 1 (1=on, 0=off)
Value:LoggingLevel, Type: String, Data: 7 (Verbose levels of 1 to 7 where 7 is the most verbose)

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This will increase the amount of information returned from the Exchange connector and will allow for a more in-depth discovery of the issue.

3) Dependant Services. There are several services that must be in place and functioning before the Exchange connector will function properly. These are:

Work Flow Account:

Exchange Auto Discover: The auto discover service works by sending a request to the Exchange server with the username and password of the account attempting to be opened or configured and exchange will reply with it’s connection settings. The auto discover service can be verified by right-clicking the Outlook icon in the System Tray and select Test E-mail AutoConfiguration.

To verify the AutoConfiguration URL you can open the Exchange PowerShell command and enter:
Get-ClientAccessServer | Select *auto*
Look for the AutoDiscoverServiceInternalURI value. This is the autoconfiguration URL and this can be tested from a web browser. By default Exchange sets this to HTTPS however if the certificate is not trusted this can cause issues.

Exchange Web Service (EWS): With the AutoConfiguration service working the connector then sends a request to the Exchange Web Service (EWS) to retrieve the mailbox information. To test if the EWS is running browse to http(s)://<Exchange server FQDN>/ews/exchange.asmx. You should be prompted for user credentials and the resulting page should be blank without any errors or warnings.

If the Service Manager can not find the EWS URL it may need to be entered manually in the registry for Service Manager.

Key: “HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\System Center Service Manager Exchange Connector
Value: ExchangeURL, Type: String, Data: http(s)://<Exchange server FQDN>/ews/exchange.asmx

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