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kalmstrom.com

Business Solutions

– leveraging your Microsoft

When at least one SharePoint list has been added, more new buttons are shown in Outlook.

1.

The Convert e-mail button allows you to convert an e-mail to a ticket.

2.

The Blank ticket button allows you to fill out a new ticket when the support question comes in another way. You can pick caller info from your Contacts or Global Address List or fill out the whole ticket manually. See also section 6 about Usage below.

The captions Configure and Statistics can be hidden to give you a smaller toolbar, refer to General Settings dialog.

If you open an e- mail in a new window in Outlook 2010 you will also find a conversion button there.

1.7 Multiple lists

If you have a selection of several lists but want the ticket to be placed in the default list, just click on the Convert e-mail or the Blank ticket button.

In Outlook 2003 and 2007 you will get two more buttons in Outlook if more than one list is configured for use with HelpDesk OSP: “Convert e-mail to” and “Blank ticket in”. These buttons give you the possibility to select list.

In the Outlook 2010 banner HelpDesk OSP has only two buttons, Convert e-mail and Blank ticket, even if you use several lists: if you press the button the default list will be selected automatically, and if you press the little arrow you will get a choice of lists:

Outlook 2007 gives this possibility when a ticket is created from an opened e-mail.

Configuration of HelpDesk OSP

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

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