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Using domains to handle multiple Exchange integrations

This article explains how AskCody uses domains to match your users to the right Exchange integration when your organization has more than one.

Some organizations do not run on a single Exchange environment. A group with several sub-brands, a recent acquisition, or a set of departments that each kept their own Exchange Server can all end up with users and meeting resources spread across more than one place. AskCody supports this: you can connect more than one Exchange integration to the same AskCody setup.

When you do, AskCody needs a way to tell which integration a given user belongs to. That is what domains are for. This article is written for the IT Admin who manages the integrations, and explains when domain lookup matters and how to set it up.

Why AskCody needs to know which integration a user belongs to

Most of AskCody works without you thinking about this. Some parts of the AskCody Platform, though, need to check a user against a specific integration before they can act.

Creating a catering request in Services for a specific meeting room is the clearest example. AskCody has to confirm that the user is allowed to order for that room, and to do that it needs to know which Exchange integration holds both the user and the room. Without a way to match them, the request cannot be resolved.

Domains give AskCody that match. You link each of your email domains to the integration it belongs to, and from then on the lookup happens behind the scenes. Your users see nothing different.

Which integrations this applies to

AskCody connects to Microsoft Exchange in two ways, and domain lookup works the same for both.

  • Exchange Online connects through Microsoft Graph. Your Microsoft 365 administrator grants consent to the AskCody enterprise application once. No service account, password, or EWS URL is stored or shared with AskCody. Read more in How AskCody integrates with Microsoft Exchange.
  • Exchange Server (on-premises and hybrid setups) connects through Exchange Web Services (EWS) with a service account.

Note: A domain is linked to an integration, not to a service account. Exchange Server integrations use a service account and Microsoft Graph integrations do not, and the lookup works the same either way.

You can connect one Exchange Online integration and several Exchange Server integrations to the same AskCody setup. That covers the common shapes: departments that each kept their own Exchange Server, or a parent company on Exchange Online with a few departments still running a server of their own.

How to link a domain to an integration

  1. Open the AskCody Management Portal and go to Admin Center.
  2. Go to Account and open Domains.
  3. Add the email domain you want to map, for example subsidiary.com.
  4. Select the Exchange integration that holds the users on that domain.
  5. Repeat for every domain in your organization.

 

Users on each domain are now detected as belonging to the matching integration.

Note: Keep the list current. When you add a domain to your organization, or move a group of users to a different Exchange environment, update the mapping. A user on an unmapped domain cannot be matched to an integration, which is what causes service requests to fail for that user.

Hybrid setups

If your users and meeting resources are split between Exchange Online and an on-premises Exchange Server, that is a hybrid setup, and it uses its own mechanism on top of domains: identification codes on the two integrations tell AskCody where each mailbox lives. Read How to handle Hybrid Exchange Setups for how to set that up.

If a lookup is not resolving

If a user cannot order services for a room they should have access to, check their email domain against the mapping in Admin Center --> Account --> Domains first. If the domain is mapped to the right integration and the problem continues, submit a support ticket and include the user's email address and the room.