Exchange Connector / Office 365 Not matching affected user to AD user

We use Office 365 to host our email services. AD is not synchronized to office 365. We're bringing Exchange on premises soon so there isn't a lot we want to invest in that existing infrastructure. I'm using Service Manager 2012 R2.
I have the ADConnector configured, bringing in Active Directory users/groups/computers.
I've gotten the Exchange Connector running in order to retrieve emails from an "IT Services" Office 365 mailbox and automatically create tickets. Notifications back to the users are working fine.
The problem I'm having is the affected user is not being set properly when a user emails the mailbox and an incident is created. It is setting the Affected User to that user's name, but when I double click the Affected user, it brings up the "User
- <UserName>" screen. All of the information that would be coming in from AD is blank. So that association between my office 365 email address and the AD user account is not being made. Even though it says my name with
correct (username) on the incident as the affected user. And even though my email address is stored inside of AD in the e-mail field.
What am I missing in this process?
Thank you,
Mark

I ended up messing around and added a UPN to AD Domains and Trusts matching the domain of our email accounts through Office 365. I found this because similar preparation is required for AD sync to Office 365, so a proper match can be made.
So for example, if our internal domain is Contoso.Local, and our email addresses are [email protected]
I added a UPN for contosolimited.com in Active Directory Domains & Trusts. Then I changed my UPN in Active Directory Users and Computers (Account tab), to @contosolimited.com.
Now when the AD Connector ran, it set my user CI UPN (in the Extensions tab) to [email protected] I then sent an email to [email protected] and it matched my email correctly to my user CI created by the AD Connector.
Now I just have to run a script against AD to update all user UPNs to @contosolimited.com from @Contoso.local.

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Hi Emil,
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There are two sentences I don’t understand:
Leave both environments as is
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Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact [email protected]
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brebs wrote:
cfr wrote:I'm not clear if this would work with Office 365
Well, 10 seconds of googling for "office 365 imap" shows encouraging davmail fixed bug report.
Thanks. Sorry. I did spend a lot of time searching but I did not find that. (Using IXQ for search.) But I was not trying 'imap' specifically - rather 'linux' - as I just wanted any way to access it. And the results I got tended to assume the Exchange server had imap enabled.
Some things I would raise:
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As Trilby pointed out, this is useless.
Linux is not supported except on a 'best effort' basis. I run Linux on my office PC. I'm entirely responsible for it. Local IT will help if they possibly can. Central IT will say that Linux is supported sufficiently because you can use web mail.
They do not need to justify this. There does not need to be an answer to 'why not?'
No justification has been offered for switching off the support. Trilby's IT invoke security to justify not turning it on. My IT offer no reason for turning it off. It is just a fact that it is being switched off.
[For some reason, it has not yet been switched off, although they said it would be yesterday.]
The suggestion of raising these issues may sound perfectly reasonable, but it is a suggestion based on ignorance of reality.
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Last edited by cfr (2015-06-09 15:31:28)

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