Exchange synchronization – setup and recommendations
Our calendar and planning system offers a seamless integration with scheduling software such as Outlook through automatic background synchronization for Tickets, calendar, and projects.
Key functions
Scheduling with Exchange integration
Ticket creation via drag & drop in the online calendar (Service Board Next)
Full Outlook calendar view
Support for multiple Exchange Server connections
General settings
1. Department assignment of employees
Ensure that all employees are assigned to a department in which the Exchange Sync enabled is.
Tip: Create a special department for SBN users with active Exchange Sync.
2. Assign email addresses and mailboxes
Every employee should be given a valid email address and, if applicable, a Exchange mailbox be assigned.
3. Global settings in scheduling
navigate to:
Sales → Scheduling → Synchronization
Here you can decide Which helpdesk hours should be adopted
4. Rights management
In rights management Main menu Administration – Personnel management – Calendar you can decide whether to view the calendars of all employees or only your own.
Only your own calendar
All calendars
Please note: The parent calendar must be selected. If employees are in multiple groups, one permission may exclude another.
Special GraphAPI settings
From version
c-entron.NET 2.0.2503.247
c-entron WebService 2.0.2503.247
c-entron Nexus 1.0.2503.302
Check whether you have the GraphAPI license.
Exchange Sync should be enabled under c-entron Web Service in the global settings: In the global settings under Administration - System - c-entron WebService, the synchronization flow can now be controlled in both directions: c-entron -> Outlook or Outlook -> c-entron. (only with GraphAPI, i.e., Exchange M365, not with on-premises servers)
NOTE: If you activate c-entron Exchange Sync, please deactivate Exchange Sync in c-entron Agent to avoid synchronization problems. (Applies to GraphAPI; please restart the c-entron web service after making changes). If you are using On Prem Exchange, continue reading below.
In the Settings -> Administration -> Mail/Calendar -> General a connection to Exchange M365 / Graph must be established
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Special on-premise settings
The c-entron agent is used here:
Go through the configuration wizard here.
Establish an SQL database connection
Select your Exchange On-Prem server, disable AutoDiscover, enter the URL of your server, and enable "Local Exchange."
Log in with a user who has ALL rights.
Set your working hours
The c-entron Agent service may need to be restarted after completion.