Skip to content

Configuring for Multiple Inboxes (Email Redirection, not Forwarding)

Jump to bottom
Adam edited this page Dec 16, 2021 · 16 revisions

Apart from the numerous features the SMLets Exchange Connector features over the stock connector, a huge one introduced by TomH-OpsDev is the ability for the connector to process several different inboxes as though they were a single inbox. This not only results in a significant performance gain for core SCSM, but the connector can also apply unique templates to redirected mail all in a single connector. Fortunately this is relatively easy to setup with the Exchange Administration UI in a few clicks.

For those looking to understand the technical email hair being split:

  • Forwarding places a "FW:" in the subject of the email. The mailbox it was forwarded to, when opened sees that the Sender is the address it was Forwared from and not the original Sender. This provides a visible audit trail in the message. This is fundamentally no different than forwarding an email chain in a mail client.
  • Redirection sends the email to the destination as though it is where the Sender originally sent it to. The receiver views the email as though it was addressed directly to them. This provides no visual or technical indication that redirection took place.

Using Exchange Server Mail Flow Rules

Take the following example. hr@lab.lcl is a secondary inbox and service.desk@lab.lcl is the primary inbox. A Exchange Mail Rule is created so that anytime a message is sent to "hr@lab.lcl" the message is redirected to "service.desk@lab.lcl". Just substitute the mailboxes used here given your own configuration. You can repeat this process for as many inboxes you are redirecting and configuring in the SMLets Exchange Connector.

  • 1. Head over to your Exchange Admin portal
  • 2. Go to "Mail Flow"
  • 3. Go to "Rules"
  • 4. Click the + to create a new Rule
  • 5. Give the rule a name, such as "Redirect HR to Service Desk"

Exchange Mailflow Rule for multi-mailbox configuration

Then in the SMlets Exchange Connector Settings UI, configure the additional mailboxes and their respective Templates.

Clone this wiki locally