User Manual, HelpDesk OSP - kalmstrom.com Business Solutions
Contents
1. Business Solutions Confirm the installation ey kalmstrom o gt Business Solutions Click Install to begin the installation Click Back to review or change any of your installation settings Click Cancel to exit the wizard Completed the HelpDesk OSP Setup Wizard Click the Finish button to exit the Setup Wizard kalmstrom com Business Solutions HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 9 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions When the installation is finished you will have the A following files in Program Mame files kalmstrom com HelpDesk OSP 32 bit Windows or Program files AddinExpress M50 2005 dil x86 kalmstrom com HelpDesk OSP 64 bit gt ee ee Windows or in the folder you decided if you de OE changed the default folder adxloader dll manifest For a full description of the files and their purpose amp adxloaderD4 dll refer to General Architecture 1 Extensibility dll HelpDeskOSP dll When you open Outlook after the installation you Pa can see a new Configure button in the Outlook 6 HelpDeskOSP pdb ribbon dg HOSP exe S HOSPCommonCodes dll pe HOSPCommonCodes pdb yt dig HOSPExampleData exe Configure HOSPStatistics exe HOSP TicketMerge exe After you have clicked the Configure button and Interop ADODB dll defined the settings you will have more buttons for Creati2. Administration Research and De Marketing Administration Marketing Production Distribution Research and De Sales Sales Human Resource 91 745 Research and De 071 2367 22 20 Distribution Carvalho Lucia carvalho ldcia kalmstrom nu 11 555 1189 Distribution gt Selectlist HelpDesk v Enter no of tickets HelpDesk OSP Cancel for Outlook amp SharePoint 9 3 EDITING EXAMPLE DATA You can adapt the Example Data to your needs by editing or deleting them You can also add new data in the grid Edit To edit an existing row type the new data over the required row as you do in Excel Delete Select the rows from the row header and press the delete key to delete the selected row s from the Example Data Add To add a new row start filling all columns in last row of the grid This way you can add new data 9 4 CREATE EXAMPLE TICKETS Click on the OK button and the application starts to create Example tickets in the SharePoint list you have selected The time needed for creation of tickets depends on how many tickets you have selected to create You will get a message when the tickets are created HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 17 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 9 5 REMOVE EXAMPLE DATA When you don t want to use the Example Data anymore just delete the tick
3. Doyouhave3 Cowher Smon T e me Ineedyoutorgt Lasson Maia Making 10 em Tod lees st les www kalmstrom com fk HelpDesk OSP pep OG for outoor amp SharePoint In the Excel report the admin filters the Created date so that only June 2013 is displayed HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 39 kalmstrom leveraging your Microsoft Business Solutions H 9 7 is J HOME Ey Paste B 7 Clipboard C1 Task Name Dog show I can t log in to m I have long dista Type Ar at the pr This is a true story Just call us back i I m going to be usi Do you have 3 14 inc 1 2 3 4 5 I don t have a spac 6 7 9 A woman called the C What does the scree What does the scree Ineed you to right I need you to right What s on your scre What s on your scre Ok now click your alled the i D1 FILTER MODE A WOmar READY INSERT rJ Book Excel PAGE LAYOUT Bz Py Alignment a Completed Caller Kate Kalmstrom Lebihan Laurence Labrune Janine Carvalho L cia Koskitalo Pirkko Guti rrez Sergio Koskitalo Pirkko Limeira Janete Crowther Simon Henriot Paul Afonso Pedro Batista Bernardo Angel Miguel Chang Francisco Chang Francisco Bergulfsen Jonas FORMULAS DATA REVIEW VIEW at General F Conditional Formatting Insert Number Category HelpDesk OSP for Outlook a
4. ok Cancel If you select to remember the login info these details can be seen tested and changed in the Credential Store of the He pDesk OSP Settings see Credential Store 6 1 AUTHENTICATION By default Windows Authentication is selected but choose Forms if your SharePoint site has Forms Authentication Choose Claims based Authentication for Office 365 7 FIRST TIME USE When you click the Configure button in Outlook or run the file HOSP exe after the installation the main Configure screen opens HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 11 kalmstrom com i HelpDesk OSP for Outlook amp SharePoint i leveraging your Microsoft Business Solutions HelpDesk x 7 sk HelpDesk OSP for Outlook amp SharePoint 7 1 ADD A LIST The first time you click the configure button HelpDesk OSP wants to know what SharePoint list s to use for converted e mails and blank tickets m7 HelpDesk OSP Settings No SharePoint list 15 configured in HelpDesk OSP Do you want to add a list now no Click Yes and you will be asked to enter a SharePoint site Please insert the URL for the SharePoint site HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 12 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions Now you will be prompted to log in to the SharePoint site
5. Body H Description ri Priority gt Pioty amp Sender name Pla o Sender e mail Faller F mail Maybe you want to always have the first e mail on top to always see at a first glance what the issue is about Then you can map the e mail body with the description field and the subsequent thread with another field that you place below the description field This mapping will give the first e mail on top and the subsequent e mails ordered from the bottom and upwards The image below show such an e mail thread in the ticket standard view Custom SharePoint fields are placed below the default ones by default so no further customization of the list item is necessary to get the custom threading field below the default description field For other positions modify the form in SharePoint Designer HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 36 kalmstrom leveraging your Microsoft Business Solutions Title Assigned To Issue Status Priority Description 1 Category Due Date Caller Name Caller Email Caller Phonenumber Caller Organization Email Threading Attachments HelpDesk OSP for Outlook and SharePoint User Manual am having problem with my printer Active 2 Mormal Hi Support I am having problem in my printer it is not printing my spreadsheet Regards Neha Gupta 2 Category Neha Gupta neha nehagupta onmicrosoft com 91 9854
6. Welcome to the HelpDesk OSP Setup Wizard The Setup Wizard will install HelpDesk OSP on your computer Click Next to continue or Cancel to exit the Setup Wizard kalmstrom com Business Solutions HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 7 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions Accept the License Agreement End User License Agreement gd Please read the following license agreement carefully oj kalmstrom c0om Business Solutions End User License Agreement The installation of this software is conditional to the user The products from kalmstrom nu Outlook Solutions have been thoroughly tested and are created in such a way that they interfere as little as possible with the functioning of other programs However Peter Kalmstrom and kalmstrom nu Outlook Solutions cannot be held responsible if damage arises y W I accept the terms in the License Agreement Select installation folder or use the default one under Program files Destination Folder a Click Next to install to the default folder or dick Change to choose another og kalmstrom Business Solutions HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 8 kalmstrom co r HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft
7. cceccccecccccceccecsccecsccececcecsccececcececeeceaeececeececenceceececenceceececesceceececesceceaceeeeceeeaceeeaceneas 17 ga GREENEN 17 gt PRENOVE E PEN NN 18 10 THE HELPDESK OSP BUTTONS IN OUTLOOK ccccccccccccccccccccccccccccccccccccccccccccccccccccceccccccecccccceccs 18 10 1 NIE TAPE SS sans coe cererd sentences etsecndcaiesa O T A A EANA 18 11 CONFIGURATION OF HELPDESK OSP cccccccscccccssccccccscccscccccccccccccscccccssccccconcceccsccceccscccssccccsosccccccnccescesces 19 11 1 SEN 20 11 2 E MAIL FOLDERS ccceccccecccccccccececcececcecsacscececeaceceacecsacecsacecsaceceacecencecsacecsacecsaceceacecencecencectaceeeaceesaceeenseneas 20 11 2 1 Default lists for different Outlook folders ccccccssesccccccseeseccccaeseccccsesecsscausecessauseceseaunsecsssaeeseeeeas 22 11 3 GETS 23 11 4 SEEREN SN 23 VVS 25 12 1 CREATE TICKET FROM E MAIL MANUALLY eseerenvevenenvnnvnnunvnnunvnnnnsnnunnnnunsnnnnsnnsnennunennunennnnenennenenneeeenevevneeeenevenneeeen 25 12 2 PT E teacinaseeaaueaienuenoaneea canvas cectuansuapdesunaesnsnauedacesaseeiuavaneasedeten 27 12 3 MEGET NN 28 12 4 FETE crerccecscteitcic iste wre tis E E ar voit tale a etna tieces nantnacani teagan aalneetanientan 31 12 4 1 SharePoint and HelpDesk OSP settings ccccsssecccusescccsnsseccauscccnsseccsausecsausecssausesssauseessunsessansessaes 31 SE 10 OM 6100 9 2 SEERE eT Oe eee ane ee ee nee ee on ne ee oe nen ee 33 12 4 3 Tee 33 12 4 4 The e mail th
8. Jiabao Caton tn ae tn Oe Jwarsenvare dans on Im going to be usi Customer H amp d Limeira Janete limeira janet em av eo oe enden ten Ven at Sorote en Dm md nen one HR dista Labrune Janine labrunejani he What s ony cenafan Cf rm eies He Hemot Pad tein 3 Eu vesen Tom Sept egg on h l Fr 4 m 1 a Hu 1 I T 1 Kun a ALE IF rea l re iil 1 Tea l C Delete Child tickets 6 lt R al opp HelpDesk OSP for Outlook amp SharePoint Exit www kalmstrom com To merge tickets follow this procedure L Select a list where tickets should be merged If only one list is used for HelpDesk OSP that one will be shown If several lists are used you can select the required list from the dropdown The Merge Tickets feature supports merging text and note type fields For other fields merging is not possible Check the fields that should be included Press the Show tickets button Select from the tickets in the grid which tickets should be merged into another ticket the Parent ticket Select the Parent ticket All the selected parts of the selected tickets will be merged into the selected Parent ticket Check the delete box if the tickets that have been merged the Child tickets should be deleted after having been merged into the Parent ticket Uncheck the attachments box if you do not want attachments of the Child tickets to be merged into the Parent ticket Click Merge tickets
9. Use IE proxy settings Other Options Enable proxy W Embed Ticket URL in e mail naa M Enable Ticket Status Dialog _ _ M Enable E mail Threading lf Show captions in HOSP toolbar buttons Tickets Example Data www kalmstrom com HelpDesk OSP for Outlook amp SharePoint Cancel In the General Settings dialog there are also four checkboxes 1 If you don t want an URL to the ticket to be shown in the converted e mail uncheck the first box If you use Live Monitoring and don t want to be disturbed by the status dialog showing that a ticket is created from an e mail uncheck the second box HelpDesk OSP Please wait creating ticket The checkbox for E mail threading is not checked by default For info about how to use this feature refer to E mail threading If you uncheck the last box the HelpDesk OSP the buttons in Outlook 2007 will not have any text This checkbox is only for Outlook 2007 where HelpDesk OSP must have more buttons than in the higher versions when several lists are used The Merge Tickets button takes you to a dialog where you can merge several tickets into one refer to Merge Tickets Via the General Settings dialog you can also create Example data refer to Example Data for evaluators A click on the License button gives you the Register dialog refer to Registration HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 24 kalmstrom leve
10. e Inbox gt Issue Tracking 7 Drafts 1 S Sent Items 11 Deleted Items 2 Calendar gt Calendar Browser Contacts gt M Issues Te Journal fe Junk E mail en Notes er HelpDesk OSP for Outlook amp SharePoint When you have selected an Outlook folder to monitor a small dialog window is launched It allows you to select a default SharePoint list for that particular folder Sped Edit Email Folder a default SharePoint list for this folder Outlook Data Fileinbox lssue Tracking The e mails from the monitored folder will be placed in a subfolder named Converted once they have been converted 11 2 1 Default lists for different Outlook folders If you have enabled the automatic conversion and several Outlook folders are monitored you can select different SharePoint lists for different e mail folders This is a simple way to distribute the incoming e mail to different lists For example e mails to sales company com can be converted to list items in the SharePoint list Sales tickets while e mails to support company com are converted into list items in the SharePoint list Support tickets HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 22 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 11 3 CREDENTIAL STORE User name Password www kalmstrom com fest HelpDesk OSP
11. in SharePoint Ty fe amp List Shared Workflow Settings With Settings Settings List Settings Go to the List Settings page to i manage settings such as permissions _ 1 columns views and policy HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 4 kalmstrom leveraging your Microsoft HelpDesk OSP for Outlook amp SharePoint Business Solutions However without He pDesk OSP there is no connection to Outlook no e mail conversion feature no automatic information about who is calling or having the problem and no address book integration 4 THE HELPDESK OSP TICKET HelpDesk OSP tickets are regular SharePoint list items When an e mail is converted to a ticket with HelpDesk OSP the Description field of the ticket will get the same formatting as the e mail body and attached files can be included BROWSE EDIT Heme XO Y Save Cancel Paste Delete Attach Spelling Item File Commit Clipboard Actions Spelling Home Task Name don t have a spac Notebook Documents start Date Es Recent Due Date FS Internal HelpDesk Assigned To Enter names or email addresses Site Contents Complete 0 w EDIT LINKS Description Customer don t have a space bar SHOW MORE Created at 6 28 2013 418 AM by rinku rinku epoca on save Cancel Last modified at 6 28 2013 4128 AM byl rinku rinku The ticket is shown in the list as a SharePoint list it
12. multiple SharePoint lists to choose from you have to be careful while selecting SharePoint list from the Outlook toolbar dropdown If you select the wrong list when creating an e mail thread and there is a ticket with the same ID in that list the wrong ticket will be updated with the new information 12 4 1 SharePoint and He pDesk OSP settings The Enable E mail threading option in the He pDesk OSP settings under General Settings must be enabled for this feature to work General Settings 4 0 0 3 Defaut list HelpDesk i Use IE proxy settings Other Options Enable proxy iM Embed Ticket URL in e mail PO Enable Ticket Status Dialog PP vw Enable E mail Threading if Show captions in HOSP toolbar buttons www kalmstrom com HelpDesk OSP for ae aca Back OK Cancel You must also make a setting in the SharePoint list s HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 31 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 1 Inthe SharePoint site under List Settings gt General Settings gt Versioning Settings activate the option Yes for Create a version each time you edit an item in this list Settings Versioning Settings Content Approval specify whether new items or changes to existing items should Require content approval for submitted items remain in a draft state until they 7 Yes No hav
13. statistics tool with an Excel report generator The Outlook add on has A button which allows you to manually create a support ticket from the selected e mail appointment or task Sal The conversion can also be done automatically The items can be converted into tickets complete with Convert formatting priority sender information and E mail attachments A button for creating a blank ticket for example if you 5 receive a telephone call or simply wish to publish ai something to SharePoint from your Outlook Caller information may be taken from the Outlook Contacts or Blank A link to the Report generator and Excel report al Statistics A Settings form that handles the connection between Configure Outlook and SharePoint The Outlook add on can also have other buttons refer to The HelpDesk OSP Buttons in Outlook If you have several Outlook profiles He pDesk OSP will work on all of them HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 3 kalmstrom leveraging your Microsoft qs HelpDesk OSP for Outlook amp SharePoint Business Solutions 2 REQUIREMENTS To install and use He pDesk OSP you need to have Microsoft Office 2007 or above installed on each client Both the 32 bit and the 64 bit versions of Office 2010 and 2013 are supported You also need a SharePoint site version 2007 or above Also Office 365 Outlook and SharePoint are Supported HelpDesk OSP works
14. urama Search Current failbox Ctri E P Current Mailbox Q Reply f Reply All Q Forward All ByDate Newest l Sat 6 29 2013 2 58 PM 4 Outlook Data v2 Kate KAlmstr6m a lt EN Saat ganen Kate Kalmstr m lt svenska tallstugan se gt gt HelpDesk Hi H w about this one for the next New dog for show 4 ssue Tracking Kafe Kalmstr m To Kate Kalmstr m Converted New dog for show 6 29 2013 Drafts 1 i How about this one for the next a JER vekk aske EE How about this one for the next show b Sent Items Kate Kalmstr m Sigge gt Deleted Items 2 New dog for show 6 29 2013 How about this one for the next show Calendar Brow Arte gt Issues Sales kalmstrom com Busines Ron EmA Time to renew your subscription to the 6 29 2013 Dear Community Member Thank you Outbox gt Public Folders Timeoffer RSS Feeds Vrakpris pa exklusivt keramiskt knivset 6 29 2013 Visa webblasare Sales Search Folders Timeoffer z Vrakpris p exklusivt keramiskt knivset 6 29 2013 Visa i webbl sare Svenska Magasinet Veckans Nyhetsbrev fran SvM 6 29 2013 Svenska Magasinets Spanska Nyheter Vi i Villa nyhetsbrev Tragisk d dsolycka med barnlampa fr 6 29 2013 B Kate Kalmstr m JNREAD 1 HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 25 kalmstrom co i leveraging your Microsoft Business Solutions HelpDesk OSP for Outlook amp SharePoint When the e mail is converted
15. with all SharePoint lists and those lists can be hosted on many brands of SharePoint as well as both the SharePoint Services versions and the SharePoint Portal Server and MOSS versions HelpDesk OSP helps you get more out of those platforms but it does not assist you with the general configuring of them Each client also needs to have NET Framework 4 0 or higher installed NET Framework may be download for free from Microsoft at http go microsoft com fwlink LinkId 131000 If a client without NET Framework 4 0 tries to open the Configure dialog he gets a message asking him to download this application 3 THE SHAREPOINT SITE If you want to use HelpDesk OSP with SharePoint you must have a SharePoint site set up and functioning It does not matter if it is hosted online or in house Often the Issue tracking list or the Tasks list is suited for helpdesk tickets but you can use any of the templates provided by Microsoft and customize it after your needs I Office 365 Home AnshTesting Vijayant Kate Jayant Rinku Site Contents Your Apps Your Apps Find an app L Apps You Can Add Manage Licenses Noteworthy Your Requests N SharePoint Store i V 4 Document Library Custom List Tasks Site Mailbox Popular built in app Popular built in app Popular built in app Popular built in app E pp pp FE pp k pp App Details App Details App Details App Details The design of the tickets is very easy to customize like with all lists
16. you have entered see Log In above When you have done that all the lists of that SharePoint site will be shown and you can select the list you need EJ Add SharePoint list Use the Add SharePoint list button in the List Settings dialog or the Add list button in the main Configure screen if you wish to add more SharePoint lists 7 2 LIST SETTINGS DEFINE THE CONNECTION TO SHAREPOINT When you have selected a list the List Settings dialog will open You can also always open the List Settings using the button in the main Configure screen HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 13 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions SharePoint gt Task Name gt rcv 3 O a pra pe 3 D eera gt ar www kalmstrom com HelpDesk OSP EE for Pt amp SharePoint Back OK Cancel In the List Settings dialog you can define how the connection between Outlook and SharePoint should work Select to what columns in the list item the different parts of the e mail should be published and decide if e mail attachments should be added to the list items Here you can also add and remove lists When you for example want the Subject of the e mail to be filled out in the Title field of the list item you select Title from the drop down The drop downs are populated with the columns of the list you have chosen t
17. 543224 NGK Ankita kunchal 7 14 2013 11 01 PM 7 15 2013 11 31 58 AM Neha Gupta App Form docx Spreadsheet png Hi Support It is an epson printer Also find error screenshot in attachment Regards Neha Gupta Ankita kunchal 7 14 2013 10 51 PM 7 15 2013 11 22 24 AM Ankita Kunchal Hi Neha What is brand of your printer Support Team Spreadsheet ong App Form docx www kalmstrom com 37 HelpDesk OSP for Outlook amp SharePoint kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 12 4 5 Use of E mail threading multiple teams and lists If you have a situation with several helpdesk teams A and B using different mailboxes to monitor incoming mails and different lists you might want to send a case from one team to another to ask for help You then have the following situation When a processed e mail having the ticket ID in the subject field from mailbox A is forwarded to mailbox B HelpDesk OSP will check if there is a ticket ID tag in the subject If it is there HelpDesk OSP will try to check if that ticket exists under the SharePoint list B If a ticket ID does not exist HelpDesk OSP will create a new ticket in list B and this is not a problem But if it does exist He pDesk OSP will add the newest portion to that ticket Note that the problem of the ticket with that ID in list B is probably not the same as of the e mail with tha
18. AND THEIR PURPOSE Helpdesk OSP consists of several compressed files During installation they are automatically extracted and placed in a HelpDesk OSP folder under Program files kalmstrom com HelpDesk OSP 32 bit Windows or Program files x86 kalmstrom com HelpDesk OSP 64 bit Windows and in a HOSP folder under User AppData Roaming kalmstrom com In the HelpDesk OSP folder HOSP exe The HOSP exe application is run when you press the Configure button when you create a SharePoint ticket or manually by clicking this file HOSP exe posts tickets to a SharePoint list and lets you save or change your settings both the locally saved and the settings saved in The hidden site list HOSP dll The HelpDeskOSP dlIl file adds a toolbar to Outlook so that you can manipulate items in your Outlook mail folders and also register HelpDesk OSP HOSPStatistics exe This application is run when you click the Statistics button in the HelpDesk OSP toolbar in Outlook HOSPExampleData exe This application is run when you click the Example Data button in the HelpDesk OSP Settings It creates demo tickets into selected SharePoint list You can also edit the data of these demo tickets HOSPTicketMerge exe This file merges tickets according to your choice in the Merge Tickets dialog This folder also contains several supporting dll files In the HOSP folder HOSPSettings xml This file contains the locally stored settings information site URL password and e m
19. Blank ticket icon HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 18 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions Configure oe sr Configure gi Statistics er gig Statistics Convert Blank Convert Blank E mail Ticket E mail Ticket Convert e mailto P Gz HelpDesk Blank ticket in I Ed HelpDesk EE Internal Ed Internal EE Support EE Support EE Tasks EL Tadke In Outlook 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 TO Save Space you can select to not show the captions please refer to General Settings A Convert e mail Converte mailto Blankticket Blankticketin 3 Configure gif Statistics n ve vijayant Tasks 11 CONFIGURATION OF HELPDESK OSP When you click the Configure button in Outlook or run the file HOSP exe the main Configure screen opens The main screen has four buttons for different settings dialogs and some quick links to features that you can also find in the settings dialogs The default list is shown here and you can add lists and enable Live Monitoring automatic conversion of e mails The two buttons to the top right is for the Merge tickets feature and for the HelpDesk OSP User Manual webpage Help
20. Caller Name If you want to take caller info from a contacts list pick the caller and click OK Then the information will be entered in the new ticket Search Name only O More columns Address Book Contacts Sales inbox Display Name E mail Address Amie Baldwin Business Fax Amie Baldwin 206 555 2041 Baris Cetinok Baris Cetinok cetinok hotmail com cetinok hotmail com Becki Culbert Becki Culbert beckic terrafirm com beckic terrafirm com Becki Culbert Becki Culbert Business Fax Becki Culbert 206 555 5045 Bonnie Kearney Business Fax Bonnie Kearney 206 555 2855 Cally Wai yourname arcaidia com yourname arcaidia com Cally Wai Cally Wai Business Fax Cally Wai 206 425 8976 a Cindy Durkin Cindy Durkin Business Fax Ms Cindy Durkin 206 555 264 David Richards David Richards davidri champion davidri championzone net o Don Hall Don Hall Business Fax Don Hall 206 555 2853 B Erin O Melia Erin O Melia erino terrafirm com erinoSterrafirm com k Erin O Melia Erin O Melia Business Fax Erin O Melia 206 555 1249 amp Fidelma McGinn Fidelma McGinn fidelmam terrafir fidelmam terrafirm com Fidelma McGinn Fidelma McGinn Business Fax Fidelma McGinn 206 555 3894 5 s Filmn nnat When the new ticket is created it will open in your browser automatically so that you can fill out the HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 27 kalmstrom com He
21. Desk OSP for Outlook and SharePoint User Manual www kalmstrom com 19 kalmstrom com HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions Defautt list HelpDesk vi 5 s HelpDesk OSP for Outlook amp SharePoint 11 1 LIST SETTINGS The List Settings dialog is the first one you use when configuring HelpDesk OSP and it is described in section 7 First Time Use 11 2 E MAIL FOLDERS All users who want to convert e mails to tickets automatically must configure how it should be done in the E mail Folders dialog The checkbox for Live Monitoring must be checked but it will not become active until you have added one folder HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 20 kalmstrom com HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions HelpDesk OSP ae for va amp SharePoint Back ok _ Cancel You can Add Edit and Remove folders to be monitored If you click the Add folder button you will be asked to select an Outlook folder to monitor o Choose folder to monitor Incoming e mail will be converted to SharePoint tickets HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 21 kalmstrom leveraging your Microsoft Business Solutions Folders a Fi Outlook Data File
22. ail folder s to monitor The files HOSP exe and HOSP dll read from and write to HOSPSettings xml HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 43 kalmstrom HelpDesk OSP for Outlook amp SharePoint i i leveraging your Microsoft Business Solutions 19 2 THE HIDDEN SITE LIST When the administrator or first user saves the configuration of a SharePoint site in the HelpDesk OSP Settings a hidden list HOSPSETTING is created at the selected SharePoint site In that list an item is created and in the body of that list item all list info is saved Thereby all users of the site will get these setting at a fresh installation Once the hidden setting list has been created it is available to all other users When a user adds a SharePoint list via the Outlook Configuration dialog and the application finds a HOSPSETTING list on that site it loads all the configured lists to the user This way a new user gets all list settings automatically If HelpDesk OSP finds a HOSPSETTING list on the site it overwrites any new settings over previous settings All the other users get the new settings when they restart their application and connect to the site again 19 2 1 Permissions HelpDesk OSP respects the permissions set in SharePoint When the permissions on the settings list are changed so that only particular users can change it other users of He pDesk OSP will not be able to change the
23. e been approved Learn about requiring approval ltem Version History i T IE t sr r F ic hiet Spediy whether a version is oeated W4 Ceste a version each time you edit an tem in this list each time you edit an item in this Yes 9 No a EE Optionally limit the number of versions to retain Keep the following number of versions ad gg le ft ee el Se gt Create Use a multiline field with the setting Append Changes to Existing Text set to Yes Settings gt Create Column o Name and Type Column name Type name for this column and select the type of information you want to store in the column The type of information in this column ts O Single line of text E Multiple lines of text Specify the type of text to allow O Plain text Enhanced rich text Rich text with pictures tables and hyperlinks Append Changes to Existing Text E Yes G No This multi line field has to be selected as Threading Field in the HelpDesk OSP List Settings HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 32 kalmstrom leveraging your Microsoft HelpDesk OSP for Outlook amp SharePoint Business Solutions List Settings 4 0 0 3 Select a SharePoint list SharePoint IIntemal Subj gt Task Hame Threading Field a di T Description v Task Name Description Caller OD Priority z Caller E mail gt Caler gt Caler Emai
24. em and can be treated in the same way as any other list item Recent Internal a 4 new task or edit this list HelpDesk l All Tasks Calendar Completed Find an item L Site Contents s i v vg Task Name Due Date Assigned To Caller Caller E mail EDIT LINKS don t have a spac 3 eee Braunschweiger Art braunschweiger art C Type A at the pr 3 a Koskitalo Pirkko koskitalo pirkko ka When the e mail has embedded or inline images they will appear at exactly the same place when the e mail has been converted to a ticket If the image has links they will work in the ticket also As it is easier to add an image to an e mail than to add it in SharePoint HelpDesk OSP is usable for all situations when you need to add images to SharePoint list items HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 5 kalmstrom com i HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions NOTE that this only works if the column that is mapped with the e mail body field is set to Enhanced rich text Specify the type of text to allow Plain text Rich text Bold italics text alignment hyperlinks Enhanced rich text Rich text with pictures tables and hyperlinks BROWSE EDIT HE fam XD Y Save Cancel Paste Delete Attach Spelling Item File v Commit Clipboard Actions Spelling Home R ask Name Do SPEER Notebook g Recent Descrip
25. es when you need to publish information to SharePoint As HelpDesk OSP transfers images from e mails to SharePoint list items using He pDesk OSP is a smooth way to get images into list items It is much easier to add images to an e mail than to add them directly into a SharePoint list item We hope that you will get a good understanding of HelpDesk OSP by studying this manual and the online video demonstrations You are welcome to print the manual or parts of it and use it within your organization You may also change or add text or images so that the manual better suits your needs To make this easy we have opted to create it in DOCX format as well as in PDF When we talk about clients in this manual we mean the people who are handling the tickets for example members of a support team or the machines used by them In this manual we mostly talk about e mail conversion but He pDesk OSP can also create SharePoint list items from Outlook appointments and tasks The images in this manual are mostly from Outlook 2013 and SharePoint 2013 but you may use HelpDesk OSP with lower versions also refer to Requirements The HelpDesk OSP application combines three parts An Outlook add on which is installed on every machine where tickets should be created with HelpDesk OSP The add on can also be installed in Outlook on a server for example for automatic conversion from Outlook Web Access One or several SharePoint list s An integrated
26. ets you created from them in the SharePoint list 10 THE HELPDESK OSP BUTTONS IN OUTLOOK When at least one SharePoint list has been configured for He pDesk OSP more new buttons are shown in Outlook Si r Configure all Statistics Convert Blank E mail Ticket HelpDesk OSP 1 The Convert e mail button allows you to convert an e mail to a ticket When several lists are used the button converts the e mail to the default list 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 When several lists are used the button creates the list item in the default list 3 The Statistics button takes you to the dialog where you can generate Excel reports from list data When you open an e mail in Outlook 2010 and 2013 you will also find a conversion button there 10 1 MULTIPLE LISTS In the Outlook 2010 and 2013 ribbons He pDesk OSP only has two buttons Convert e mail and Blank ticket even if you use several lists When you press the icon on the button the default list will be selected automatically When you press the text on the button or the little arrow you will get a choice of lists So 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
27. g BUA Hack OK Cancel When you configure He pDesk OSP and have entered the path to the SharePoint site you wish to use you are prompted to enter your log in details When you have selected to remember them the login details can be seen tested and changed in the Credential Store of the He pDesk OSP Settings Here you can also see and change the path to the global settings site where the global settings list is saved By default Windows Authentication is selected but choose Forms if your SharePoint site has Forms Authentication Choose Claims based Authentication for Office 365 The information about site URL password and monitored e mail folder s is stored locally on each machine 11 4 GENERAL SETTINGS In the General Settings dialog some general settings are gathered The default list is only for manual conversion of e mails to tickets The proxy settings are helpful for organizations that use a proxy server for their internet connection By default HelpDesk OSP reads the proxy host name and port from Internet Explorer if proxy is enabled there of course and makes the connection via the proxy server Another proxy server address and port may also be used HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 23 kalmstrom Business Solutions HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft General Settings 4 0 0 8 Default list HelpDesk i
28. ialog Enable E mail Threading Show captions in HOSP toolbar buttons HelpDesk OSP www kalmstrom com for Outlook amp SharePoint OK Cancel 9 2 EXAMPLE DATA SECTIONS The Example Data application contains four sections 1 2 3 4 Callers Details about the callers like Caller Name E mail Address Telephone number and Category Questions Details regarding the queries like Subject and question List From this dropdown you should select the SharePoint list you have configured Number of tickets Enter how many tickets you want to create HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 16 kalmstrom HelpDesk OSP leveraging your Microsoft for Outlook amp SharePaint Business Solutions Callers Q Caller Name Email Address Accort Paolo accorti paolo amp kalmstr m nu Afonso Pedro afonso pedro kalmstrom nu Anders Maria anders maria kalmstrom nu Angel Miguel angel miguel kalmstrom nu Ashworth Victoria ashworth victoria kalmstrom nu Batista Bernardo batista bernardo kalmstrom nu Bennett Helen bennetthelen kalmstrom nu Berglund Christina berglund christina kalmstrom nu Bergulfsen Jonas bergulfsen jonas kalmstrom nu Bertrand Marie bertrand marie kalmstrom nu Braunschweiger Art braunschweiger at kalmstrom nu Brown Elizabeth brown elizabeth kalmstrom nu camino alejandra kalmstrom nu cartrain pascale kalmstrom nu Phone Number Category
29. it gets a small icon The converted e mail is marked with ticket number and date and time for conversion G Os Inbox Outlook Data File Outlook 2 mem RX HOME SEND RECEIVE FOLDER VIEW f Ignore ve Configure Vil Move Unread Read Search People J i R esii NG Clean Up gi Statistics lt Siz Rules v HH Categorize 7 EE Address Book New New Delete Convert Blank Reply Reply Forward fig Send Receive Brink 8 Wonen gt FollowUp Y Filter Email Email Items un e mail 7 ticket All 3 OneNote ollow Up PRE ENE All Folders New Delete HelpDesk OSP Respond Move Tags Send Receive A b Favorites Search Current Mailbox Ctri E D Current Mailbox Q Reply R Reply All G Forward 4 Outlook Data TomTom i s z lt 4 Inbox Paminnelse Ar du redo for sommaren 6 29 2013 w Kate Ka mstrom lt sve nska ta Istuga n se gt gt HelpDesk Det h r e postmeddelandet skickades Fi New dog for show 4 Issue Tracking Kate Kalmstr m To Kate Kalmstr m Converted ED nd Ticket 9 created at 7 7 2013 4 00 31 PM From Kate Kalmstrom Drafts 1 Ar gt Sent Items Kate Kalmstr m a b Deleted Items 2 Dog show 6 29 2013 TRENE Eg HOSP Ticket 8 Calendar Brow How about this one for the next show gt Issues Kate Kalmstr m Sigge Anke mai FW New dog for show 6 29 2013 Hi How about this one for the next b Public Folders Kate Kalmstr m r New dog for show 6 29 2013 er HOSP Ticke
30. kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions HelpDesk OSP User Manual Content 1 NERO OU CTO bisa vcaccusacasdusvovsicnacodesacibe vaaseeuacentustoniuenaedisani be vaaseniasuieustansionaouisanibe A EE 3 2 REQUIREMENTS NG 4 3 THE SHAREPOINT STE circa tw aiewts cuneanen neeteusvincavwn as sy acuwde swap ance neeteusuincanwn EVNEN ENEON DENEVE NERENN NERNET 4 4 THE HELPDESK OSP TICKET Luse ed bekke 5 5 INSTALLATION OF HELPDESK OSP cccecccccsecccancccccnnccccensccccsscccansccccnncccccsnccccenscccasscccassccccsnscccessccccessccess 7 EL MN 7 SEE 0 0 EE EEE E NM EE EE EE 7 6 LOG Nr 10 ET ANN 11 7 FIRE TIME USE ai cecccnvecucnniucinenaescdcaceseiteusanwbinestavetnaneuecaueeansiaueeineacaesaieeeue ames inasedssanceaneneuseabesauecammeceusnemeers 11 TL Flen 12 7 2 LIST SETTINGS DEFINE THE CONNECTION TO SHAREPOINT ccececceccccccccccceccaceceaceceaceceaceceaceceaceceaceseaceceaceceaceneas 13 8 THE GLOBAL SETTINGS LIST asessesssssssssssssssssssssssssssssssssessssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssso 15 S SUBSEQUENT USERS ban 15 Cr TENT 15 9 EXAMPLE DATA FOR EVALUATORS Lade 15 9 1 LAUNCH THE EXAMPLE DATA APPLICATION s esnenenvunenvunennunennnnennnnennunennnnnnnnnennnnenennenennnnennenennnnennnnenennenneneneenenneneneene 15 9 2 EXAMPLE DATA SECTIONS La tumesieaisswcawenvedousdeinesnaniemeiied ANa 16 9 3 EDITING EXAMPLE DATA
31. l gt x www kalmstram com HelpDesk OSP E for For amp SharePoint Back OK Cancel When the checkbox under General Settings is checked and the three settings above are made every e mail in a thread will be added to the same SharePoint list item 12 4 2 Sent e mails folder All sent e mails of the e mail threading will be moved to the subfolder HOSPSentItems under Sent Items after they have been added into the SharePoint ticket I l 4 Sent Items C HOSPSentitems 12 4 3 The e mail When you create a ticket from an e mail and the option Enable E mail Threading is checked He pDesk OSP will append the ticket ID in the Subject of the processed e mail Ticket Subject ticket id to identify its SharePoint item ID gt kalmstrom com Support Ticket RE Dog show 23 q 4 59 PM HOSP Ticket 23 When you reply to an e mail that has been converted into a ticket make sure the conversion process has finished Otherwise the Threading feature will not work To check this see if the subject line of the email has changed to Ticket lt Subject gt ticket HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 33 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 12 4 4 The e mail thread in the ticket Below is a ticket created from three emails of a case The ticket was first created f
32. lpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions information needed Just like with the conversion button the Blank Ticket text and the little arrow will give you a choice of lists when your organization uses several SharePoint lists with HelpDesk OSP 4 Configure gi Statistics Blank ticket in EI HelpDesk a Internal EL Support Ba Tasks 12 3 MERGE TICKETS If you wish to merge several tickets into one press the Configure button in Outlook and then the shortcut to the Merge Ticket button in the main screen sk HelpDesk OSP 0 for Outlook amp SharePoint You can also reach the Merge tickets feature from the General Settings dialog HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 28 kalmstrom com leveraging your Microsoft Ong HelpDesk OSP for Outlook amp SharePoint Business Solutions I Use IE proxy settings I Embed Ticket URL in e mail IW Enable Ticket Status Dialog Enable E mail Threading W Show captions in HOSP toolbar buttons www kalmstrom com HelpDesk OSP Sy for ret og Caned A Merge Tickets dialog will open HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 29 kalmstrom Business Solutions HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Task Name ee By en Om orm Teen Ses side fer Ba
33. lutions of kalmstrom com are supposed to be very easy to deploy use and manage However if you have any kind of problem or questions about our software there are several ways of contacting us E mail Support kalmstrom com Technical issues sales kalmstrom com General and sales issues Telephone 46 739 206 106 Within USA 800 518 4155 Online Chat www kalmstrom com HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 42 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 17 UPGRADE HELPDESK OSP Upgrades are free for Members of kalmstrom com Community and we recommend that you take advantage of this benefit Follow these steps to upgrade HelpDesk OSP All your settings will be kept 1 Download the file HelpDeskOSPSetup in msi or zip format from the kalmstrom com website Extract the zip file 2 Close Outlook if it is open 3 Run the downloaded file HelpDeskOSPSetup msi The upgrade will look just like the installation When you upgrade to version 4 from a lower version you need a new registration key Please contact Support kalmstrom com 18 REMOVE HELPDESK OSP Remove HelpDesk OSP through the Control Panel Add or Remove Programs Programs and Features This will not remove the SharePoint list s or the items tickets It will only remove the integration between Outlook and SharePoint 19 GENERAL ARCHITECTURE 19 1 THE FILES
34. mp SharePoint TABLE T DESIGN 154 Format as Table EX Delete 2 ormat as Table ee Delete T Ey Cell Styles E Format a Styles Cells F Created SPListhd 6 29 2013 7 13 21 Distribution 6 28 2013 4 18 Distribution Distribution Human Resources Human Resources Human Resources Marketing Marketing Marketing Production Production Research andDevelopment 6 28 2013 4 18 COUNT 22 And here is a simple graph on the same data for June 2013 but with only the caller category and number of tickets included nf Created LouUnt o 15 0 5 Category 1 Total E Distribution E Human Resources m IT E Marketing m Production E Research and Development um Sales HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 40 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 14 THE KALMSTROM COM COMMUNITY Subscribers to HelpDesk OSP and other kalmstrom com products become member of the kalmstrom com Community There are two membership levels refer to http www kalmstrom com Community Support free upgrades and an unlimited access to the kalmstrom com products within the organization are included in both levels Premium Members of the kalmstrom com Community do not have to register their installations 15 REGISTRATION After the 30 days evaluation period HelpDesk OSP stops functioning To co
35. ng a ticket from e mail for creating a Blank Interop ADOX dll ticket and for Reports Also refer to The HelpDesk aran CHa OSP Buttons in Outlook enp EEEN kalmstrom dil kalmstrom pdb Microsoft ldentityModel dll Microsoft Office Interop Outlook dll Microsott SharePoint Client dll Microsoft SharePoint Client Runtime dll Microsoft Vbe Interop dll NoProgress dll Office dll Office xml SafeKalmstrom dll Safekalmstrom d dll SecurityManager 2005 dll SetupActions CA dll System Web Extensions dll oe lp Le 8 2 Le 8 BD e 2 8 8 D 6 LOGIN When you use HelpDesk OSP for the first time you must log in to the SharePoint site that should be connected to HelpDesk OSP You can opt to save your credentials and in that case you don t have to log in later For best security the password is encrypted when saved to the file HOSPSettings xml The information about username password and monitored e mail folder is also stored locally while information about site and list mapping is stored in the Global settings list on the SharePoint site HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 10 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions Please enter login information for site Please enter login information for site User name Password Domain Forms Claimsbased Authentication
36. ntinue using it you can either join the kalmstrom com Community as a Premium Member and get your own register free copy of the application or become a standard Member and register it Insert the registration code in the License dialog in the Configuration General Settings dialog E General Settings 4 0 0 3 Default list Help Desk i Use IE proxy settings Other Options Enable proxy i Embed Ticket URL in e mail PE M Enable Ticket Status Dialog PHONE Enable E mail Threading lf Show captions in HOSP toolbar buttons Example Data license www kalmstrom com rsk HelpDesk OSP a g for Poets SharePoint OK Cancel The admin can register for all users that are connected to the same SharePoint site A registration key and an e mail address with the company domain should be entered in the registration dialog HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 41 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions k HelpDesk OSP Registration Please enter your e mail address and your registration key for HelpDesk OSP and click Registration You need to be connected to the Intemet for this to work This version will function 28 more days E mail Registration Key usual Format AKON AOR ROR RR A RA www kalmstrom com ony HelpDesk OSP for Outlook amp SharePoint 16 CONTACT The so
37. o use with HelpDesk OSP You can map multiple e mail fields to the same SharePoint list column if you so wish HelpDesk OSP supports the SharePoint column types Single line text Multiple lines of text and Choice Settings Create Column Name and Type Column name select the type of information you want to store in the column The type of information in this column Is 8 Single line of text p Multiple lines of text p Choice menu to choose from nn ET TN EE L aL HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 14 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 8 THE GLOBAL SETTINGS LIST The first time a user configures the connection between Outlook and SharePoint a Global list is added to the site The list settings defined by this user are saved into an item in the Global list This way the first user of HelpDesk OSP in the organization defines the list settings for all users Since the first user creates this Global list he needs to have Design or Full control permission over the SharePoint site 8 1 SUBSEQUENT USERS When the first user has selected SharePoint list s and defined the conversion information and when the subsequent users connect to the same site these settings are loaded from the site Each time a user selects a site to connect to He pDesk OSP the application checks if there is Global list
38. raging your Microsoft Business Solutions 12 USAGE 12 1 Click the Convert E mail button in the Outlook ribbon to create a ticket from an e mail manually The conversion is quick and you can work with Outlook as usual while it takes place See also The HelpDesk OSP Buttons in Outlook CREATE TICKET FROM E MAIL MANUALLY If your workgroup or organization uses more than one SharePoint lists the button converts the e mail to the default SharePoint list To get a choice of lists click the Convert E mail text or the little arrow HelpDesk OSP for Outlook amp SharePoint se Configure 2 g HelpDesk OSP Sa S ug pg Statistics Convert Blank E mail Ticket ITEMS 2 079 s Configure There is also a conversion button in the ribbon of the open e mail Convert e mailto P EE HelpDesk EE Internal Convert s E mail dd Support HelpDesk OSP EE Tasks BG Os Inbox Outlook Data File Outlook 7 BB O xX HOME SEND RECEIVE FOLDER VIEW pe 5 Ignore X Bal EG sie Configure lt gt RQ 3 EZ Vill Move Unread Read People go S Clean Up gi Statistics T Rules iii Categorize EE Address Book New New e Delete Convert Blank Reply Reply Forward Eg gt f Send Receive Email Items Junk e mail ticket All J OneNote Followup F Filter Email All Folders New Delete HelpDesk OSP Respond Move Tags Find Send Receive A
39. read in the ticket cccccccscceccscecscsccecscecsceecscescscscscssuecssuscseescseuscseaesscussscenscnsescnsueeas 34 HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 1 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 12 4 5 Use of E mail threading multiple teams and liSts cccccccssseseccccnesecsecsessecescauseesseauesecsseaenseeeees 38 BR REPORT oosa E EEA 39 14 THE KALMSTROM COM COMMUNITY tnsicssisastenasvantsasivnsiunssunssunnseanianssianiiacsupabineaipstunsaianisessantsansseainasines 41 ESN vrak 41 16 CONTACT aar nNG 42 17 UPGRADE HEEP DESK OSP jr 43 18 REMOVE HELPDESK OSP riccione iuesiorasaniaucisnehencabneaisatinetinesaindeinseinbeneeietierctieeteaneniiNs 43 19 GENERALARCHITECTURE vvs 43 19 1 THERLESANO THEIR PURPOSE v rres An E N EAEAN 43 ETEN 44 L NNN 44 HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 2 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 1 INTRODUCTION With HelpDesk OSP support cases or other issues that need to be tracked are formalized in tickets which are filled out automatically or manually As the tickets are gathered at a SharePoint site it is easy to organize and co operate on them and they can be reached from everywhere over the internet HelpDesk OSP can also be used in other cas
40. rom the first e mail shown at the bottom and then info from the subsequent e mails have been added to the same ticket J sec 2O T oS rece H not r The image below shows how the e mails are entered if you use the description field for both e mail body and e mail threading see above Then the first e mail will be at the bottom of the ticket and the subsequent tickets will be added on top of it This image shows the edit view of the ticket HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 34 kalmstrom Business Solutions leveraging your Microsoft HOSP I am having problem with my printer IS Version History Manage Permissions Edit Item Delete tem Manage Descriptian 3 Category Caller Name siler E Mae 8 Salier Phone Ww Alert Me actions I am heving problem with my printer Active 2 Norma System Account 72 10 2013 12 04 AM 7 10 2013 12 34 15 PM Sarry Johnson 4 Support Thanks for your support Now problem has resolved and I am able to print the Spreadsheet now Kind regards Barry Johnson 7 9 2013 11 58 PM 7 10 2013 12 28 23 PM Clift Diddier Hi Barry I am sorry for the trouble To troubleshoot printing problems with spreadsheet check the following Set Print Area The Print Area is set Incorrectly To reset the Print Area to the entire spreadshect choose Select All from the Edit men
41. settings list HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 44
42. t 9 Sales EEE EEE EEE CAEN UOC RCE LAL AES Lies Search Folders Sales kalmstrom com Busines Time to renew your subscription to the 6 29 2013 Dear Community Member Thank you Timeoffer Vrakpris pa exklusivt keramiskt knivset 6 29 2013 Visa i webblasare Timeoffer p Vrakpris p exklusivt keramiskt knivset 6 29 2013 E o Visa i webbl sare Kate Kalmstr m 2 The e mail also gets the path to the ticket itself if you have not unchecked that box in the General Settings dialog IV Embed Ticket URL in e mail IV Enable Ticket Status Dialog I Enable E mail Threading IV Show captions in HOSP toolbar buttons www kalmstrom com HelpDesk OSP E ok cane for Outlook amp SharePoint ol HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 26 kalmstrom cc HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 12 2 BLANK TICKET Use the Blank Ticket option if you want to create a SharePoint list de mor item directly from Outlook Br ss Configure E al Statistics When you use the Blank ticket for an issue report received for example tanvert Blank by telephone you may select the caller from the Contacts or the e mail ticket Ka Global address list or fill out that information manually In other cases HelpDesk OSP you can just leave the caller info section empty and click OK 0 Pick Caller from Outlook New Caller
43. t ID that originally was for list A To avoid this when forwarding an e mail from team A to team B remove the ticket ID under brackets and then send the e mail That way He pDesk OSP in team B will process that email as a new ticket in list B HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 38 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 13 REPORT The statistics report is reached via the Statistics button in the HelpDesk OSP toolbar in Outlook Sa Su ee Configure Statistics When you click the Statistics button you will get a dialog that lets you Convert Blank ail select SharePoint list and fields for the statistics By default all the eatin Tete 4 fields in the list are selected HelpDesk OSP When you have selected fields press Display Results When you then click Report an Excel file with the selected data will be shown It is a normal Excel sheet so all the standard Excel features can be used with the HelpDesk OSP reports Below the admin is interested to see what tickets have come in from the different departments in June 2013 The admin first selects the relevant fields Select list mu Task Name Caller Category Create Select the fields that you want to include in Type A at the pr Koskitalo Pirkko 2 G 28 2 kompetente innerer pater 002 s oa ngongiobou umeme Tide fv a fieno ane aesan 7 ea
44. tion Hi Internal How about this one for the next show HelpDesk Sigge Site Contents EDIT LINKS Priority 3 Low v Task Status Not Started y Caller Kate Kalmstr m Caller E mail svenska tallstugan se Attachments 603829 jpgm Delete Created at 6 29 2013 7 16 AM by rinku rinku ifi S C Last modified at 6 29 2013 12 44 PM by rinku rinku p ante HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 6 KAUMSERONN HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 5 INSTALLATION OF HELPDESK OSP 5 1 INTRODUCTION Outlook should be closed during the installation When you run the downloaded file HelpDeskOSPSetup msi and are asked if you want to run it please confirm that it is digitally signed by Kalmstrom Enterprises AB the company behind the brand kalmstrom com Business Solutions If the file is not digitally signed you should not run it When you have clicked the HelpDeskOSPSetup msi file and accepted the license agreements the file handles the installation by itself By default the HelpDesk OSP files are installed under Program files x86 kalmstrom com HelpDesk OSP 64 bit operating system or Program files kalmstrom com HelpDesk OSP 32 bit and if you accept this location there are no choices to make 5 2 PROCESS These are the installation steps Welcome screen
45. to start the process HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 30 kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions 12 4 E MAIL THREADING The e mail threading feature in HelpDesk OSP makes it possible to add each e mail concerning the same case to the first ticket instead of creating one ticket for each e mail This process gives the responsible staff a chronological listing of all conversation related to that particular problem The entire process is executed transparent to the user The e mail threading feature works for both manual and automatic conversion When an incoming e mail is converted and E mail threading is enabled each time HelpDesk OSP finds a SharePoint item with the same ticket ID as the incoming e mail the body of the e mail will be added to the corresponding field of the list item with the same ID HelpDesk OSP will also tag the appended content of the SharePoint ticket with the name of the sender and system time at every update If an incoming e mail is converted and HelpDesk OSP does not find a SharePoint item with the same ticket ID a new item will be added to the list Note that for manual conversion you must convert the subsequent e mails just like you did with the first one They will be added to the earlier ticket but you must do the conversion step first When the tickets are created manually and there are
46. u From the Format menu choose Set Print Area Then choose OK to set the Print Area for the correct selection Column and Rows are Hidden Both column and rows can be hidden in and will not print To unhide a column or row from the Edit menu choose Go To in the Golo box type a cell of the column or row that is hidden and choose OK Then from the Format menu select Column Width if column hidden or Row Height if row hidden Next enter value in the Width or Height box the default column width is 10 and the default row height is 12 or select Best Fit and choose OK Printer Driver tf the spreadsheet displays correctly in Print Preview but does not print correctly check the printer driver System Account 7 9 2013 11 37 PM Hi Support I am having problem in my printer it Is not printing my spreadsheet Kind regards Barry Johnson 2 Category2 Barry Johnson barry conteso com HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 35 HelpDesk OSP for Outlook amp SharePoint kalmstrom HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft Business Solutions If you want another order between the first and subsequent e mail you can use a separate threading field and place this where you want the threading to come in the ticket B List Settings 4 0 0 11 Select a SharePoint list Outlook SharePoint HelpDesk v Subject Og Task Name
47. with settings for HelpDesk OSP on that site If there is HelpDesk OSP loads the settings in the Global list from the site If there is no Global list this user is considered to be the first user and the application will create a Global list with the settings that this user defines and saves Therefore the subsequent users only have to log in and select a SharePoint list or several lists 8 2 LIST EDITS When a user changes and saves the list settings the settings in the Global list are also updated This way all users get the updated settings next time they connect to the site O EXAMPLE DATA FOR EVALUATORS If HelpDesk OSP is new to you it might be a good idea to load Example Data They will give you an opportunity to see how He pDesk OSP works when you have much data in it what performance you can expect and so on You can edit the Example Data according to your needs and from the Example Data you can create tickets in the selected SharePoint list 9 1 LAUNCH THE EXAMPLE DATA APPLICATION The Example Data application is launched via the General Settings dialog However before you launch the Example Data you have to select a SharePoint list refer to First Time Use HelpDesk OSP for Outlook and SharePoint User Manual www kalmstrom com 15 kalmstrom Business Solutions HelpDesk OSP for Outlook amp SharePoint leveraging your Microsoft i Embed Ticket URL in e mail I Enable Ticket Status D
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