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kalmstrom.com

Business Solutions

– leveraging your Microsoft

HelpDesk OSP – User Manual

Content

1Introduction3

2Requirements4

3The SharePoint site4

4The HelpDesk OSP ticket5

5Installation of HelpDesk OSP7

6Log in8

6.1Authentication8

7First time use9

8Example Data for evaluators10

8.1Launch the Example Data Application10

8.2Example Data Sections10

8.3Editing Example Data11

8.4Create Example Tickets11

8.5Remove Example Data11

9HelpDesk OSP buttons in Outlook12

9.1Multiple lists12

10Configuration of HelpDesk OSP13

10.1List settings - defines the connection to SharePoint13

10.1.1Global Settings list14

10.1.2Subsequent users14

10.1.3List Edits15

10.2E-mail Folders dialog defines automatic conversion15

10.2.1Default lists for different Outlook folders16

10.3Credential Store17

10.4General Settings dialog17

10.5Authentication19

1119

12First time use19

13Usage21

13.1Create ticket from e-mail manually21

13.2Blank ticket22

13.3Merge tickets23

13.4E-mail threading25

13.4.1SharePoint and HelpDesk OSP settings25

13.4.2Sent e-mails folder26

13.4.3The e-mail26

13.4.4The e-mail thread in the ticket26

13.4.5Use of E-mail threading + multiple teams and lists28

14Statistics Tool29

15kalmstrom.com Community29

HelpDesk OSP for Outlook and SharePoint   User Manual www.kalmstrom.com

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