Support | Microsoft 1 specification

6

Support

Introduction

The more you can do with a product, the more you can do wrong. Exchange 2000 Server is an extremely diverse and complex product. If you use Exchange to its full potential, you will be exposing more functionality to your users than ever before, thus creating more and tougher challenges for the support environment than ever before.

To offer effective support to an Exchange 2000 Server environment, you first need to define what is being supported. There are two broad categories of support:

◆End user support

◆Server support

In this chapter, you will learn how to create an effective support environment for dealing with both end-user issues and server problems.

Chapter Sections

This chapter covers the following procedures:

◆Service desk support

◆Problem management

◆Troubleshooting

At the end of this chapter you will be able to ensure that your environment provides appropriate support for users and administrators of Exchange 2000 Server.

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Microsoft 1 manual Support

Contents

Version Exchange 2000 Operations Guide Isbn Contents Enterprise Monitoring Change and Configuration Management Support ProtectionGlossary Page Key Authors Content LeadReviewers ViiPage Microsoft Operations Framework MOF Introduction SLA Efficiency, Continuity, and Security How to Use This Guide Efficiency Continuity Capacity and Availability Management Chapter Outlines Protection Planning and Deployment Features Service Level Agreements Performance Recovery Related Topics SummaryPage Capacity and Availability Management Chapter Sections Capacity Management Capacity and Availability Management Microsoft Exchange 2000 Operations Version Availability Management Service Hours Minimizing System Failures Service Availability Decreasing Single Points of Failure Increasing the Reliability of Exchange Minimizing System Recovery Time Performance Tuning Making Changes to the Registry No Performance Optimizer Optimizable Features Tuning the Message Transfer Agent MTA Tuning ConsiderationsUpgrading from Exchange 5.5 to Exchange Mailroot Directory Location Tuning Smtp Transport Smtp File Handles Hkeylocal Online Store Maintenance Store and ESE TuningActive Directory Checking Message Deletion and Online Defragmentation Online Backups First Storage Group Choosing the Correct Maintenance Strategy Store-Database Cache Size Extensible Storage Engine ESE Heaps Microsoft Exchange 2000 Operations Version Log Buffers Tuning Active Directory Integration Type SET Maxactivequeries to 40 and press Enter Tuning Outlook Web Access OWA Setting OWA Properties Hardware Upgrades Page Change and Configuration Management Prerequisites Change ManagementDefining Change Type Request for Change Is Submitted to Change Manager Change Is Passed to IT Executive Committee for Approval Change Manager Assesses the RFC Change Process Evaluation Change Is Passed to the Change Owner Scripting Minor and Standard Changes Minor and Standard Changes Software Control and Distribution SecurityDocumentation Configuration Management Configuration Management and Change Management Tools for Configuration ManagementConfiguration Items Microsoft Exchange 2000 Operations Guide Version Hardware Server Printer Software Exchange Hotfix Configuration Management Relationships Nine Configuration Items with Relationships Between Them Defining Configuration Items Maintaining the Configuration Management DatabaseConfiguration Management and Exchange Ownership Change Management Administering System Policies BackupExchange System Policies Security Summary Enterprise Monitoring System Monitor Performance Monitoring Exipc Exchange 2000 Objects and Counters to Monitor Smtp Service or Resource Performance Object Smtp Server Information Store CountersMSExchangeIS MSExchangeIS Mailbox and MSExchangeIS Public MSExchangeMTA and MSExchangeMTAConnections MSExchangeIM Virtual Servers Windows 2000 Objects and Counters to MonitorMSExchangeAL Subsystem Object Counter Exchange Comments Subsystem Object Counter Exchange Comments Centralized Monitoring Event Viewer Event Monitoring Centralized Event Monitoring Log Files Availability Monitoring Adding Services to the Default ConfigurationMonitoring and Status Tool Notifications Monitoring Resources Status Centralized Availability MonitoringDisabling Server Monitoring Client Monitoring Summary Page Chapter End Point Chapter Start Point Protection Against Hacking Firewall Operations Maintaining Firewall Availability Anti-Virus Measures Source Destination Service Protocol and portMonitoring Against Hacker Intrusion Dealing With Security Breaches Staying Current Dealing With Virus Infection File Extensions and File Types Blocking Attachments at the Client File Extension File Type Backing Up Disaster Recovery Procedures Protection Disk Imaging Offline Backup Recovering Lost Mailboxes Recovering Individual MessagesRestoring To connect an Exchange 2000 mailbox to another user Recovering Exchange Stores and Storage Groups Recovering Exchange After Active Directory Failure Full Exchange Server Recovery Alternate Server Recovery Recovery Testing Summary Page Support Reducing End User Support Costs Providing Support for End Users Support Problem Reporting Notifying Users Dealing with User Problems Exchange Problem Management Support Summary Access Control List ACL Access Control Entry ACEActive Directory Connector ADC Active Directory Services Interfaces Adsi ActiveX Data Objects ADO Administration groupAdsi Edit Asymmetric Cipher Clear item CiphersCollaboration Data Objects CDO for Windows Collaboration Data Objects Configuration Connection Agreement ConfigCA Conferencing Management Service CMSConference Technology Provider CTP Connection Agreement CA Domain Name Services DNS Domain modeDomain tree DSAccess Domain controller Enterprise Exchange Conferencing Services ECSEncryption Epoxy Exipc formerly known as Epoxy Event ServiceExtensible Storage Engine ESE also known as JET Forest also known as enterprise Group Installable File System IFSHash Functions Instant Messaging IM Lightweight Directory Access Protocol Ldap Internet Messaging Access Protocol version 4 IMAP4Joint Engine Technology JET Link State Algorithm LSA Name Service Provider Interface Nspi Metabase update serviceMessaging Application Programming Interface Mapi Metabase Opaque item Outlook Web AccessPolicy Post Office Protocol version 3 POP3 Remote Procedure Calls RPC Recipient Update Service RUSResource Resource mailbox Routing service Routing Group Connector RGCRouting group Routing Engine Secure Hash Algorithm version SchemaSecurity principal Simple Message Transfer Protocol Smtp Site Consistency Checker SCC also known as the Skcc Site Replication Service SRSStorage group Store 120 System attendantUser User Principal Name UPN Web Storage System Web-DAV509