- Create a mailbox for the account that runs the ENow Admin Service which is running on your Exchange Servers
- Open Exchange Management Shell and run the following cmdlet to assign the account the application impersonation role:
New-ManagementRoleAssignment -Name <impersonationAssigmentName> -Role applicationImpersonation -User <serviceAccount>
- Launch the ENow Admin Console and navigate to Server → Tuning Policy → General → Agent Processing Options
- Select the Capture mailbox permissions radio button and enter the desired user names in the field below in the format of user@domain separated by semicolons.
- Click Save.