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HelpDesk OSP Presentation HelpDesk OSP converts e-mails into SharePoint list items HelpDesk OSP works with Office 2003 + SharePoint V2 and higher www.kalmstrom.com.

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Presentation on theme: "HelpDesk OSP Presentation HelpDesk OSP converts e-mails into SharePoint list items HelpDesk OSP works with Office 2003 + SharePoint V2 and higher www.kalmstrom.com."— Presentation transcript:

1 HelpDesk OSP Presentation HelpDesk OSP converts s into SharePoint list items HelpDesk OSP works with Office SharePoint V2 and higher

2 Ticket example HelpDesk OSP works with Office SharePoint V2 and higher

3 HelpDesk OSP Introduction Welcome to this slideshow presentation of HelpDesk OSP, an application for cooperation on issue tracking and user support. HelpDesk OSP is built on Microsoft Outlook and SharePoint, which gives this application superior qualities when it comes to features and customization possibilities. It also makes HelpDesk OSP very easy to use and configure. I will start with showing you a default SharePoint list, and then I will explain how HelpDesk OSP connects Outlook and SharePoint and thereby enhances both products. Finally I will inform about the integrated statistics and reporting tool. Peter Kalmstrom CEO, kalmstrom.com Business Solutions HelpDesk OSP works with Office SharePoint V2 and higher

4 Standard SharePoint list For HelpDesk OSP you can use the SharePoint/Office Live Task list, the Issue tracking list or any other list that suits your needs. This SharePoint list is NOT connected to HelpDesk OSP. There are endless possibilities to customize the lists, but there is NO connection to Outook. HelpDesk OSP works with Office 2003 and SharePoint V2 and above

5 The HelpDesk OSP Configure dialog in Outlook Main Screen HelpDesk OSP works with Office SharePoint V2 and higher

6 The HelpDesk OSP Configure dialog in Outlook List Settings defines the connection between Outlook and SharePoint Select SharePoint list and then define what fields in the list the different parts of the e- mails should be filled into. The Settings are done by the Admin on one machine. All subseqent users who selects the same lists will have the same settings. HelpDesk OSP works with Office SharePoint V2 and higher

7 HelpDesk OSP Blank ticket pick caller from Contacts or GAL Use Blank ticket when information from a telephone report needs to be entered into a ticket or just when you wish to publish something to SharePoint without leaving Outlook. If the caller is in your Contacts or Global Adress List, you can pick her/him from there. The details are automatically entered into the ticket. HelpDesk OSP works with Office SharePoint V2 and higher

8 HelpDesk OSP Create new ticket from This has already been converted to an . If you use several SharePpoint lists with HelpDesk OSP you may easily distribute converted s and new tickets to different SharePoint lists. Use Create ticket if you want to convert an into a ticket manually. HelpDesk OSP works with Office SharePoint V2 and higher

9 HelpDesk OSP has been converted into a ticket The When an is converted into a ticket, it is marked with ticket ID, date and time for conversion. The path to the ticket can also be added automatically. s can be converted into tickets: automatically with the Create ticket button i the Outlook toolbar You can see the ticket: by going to the SharePoint list by clicking the link in the converted When you use the Threading feature HelpDesk OSP adds the ticket ID in the Subject of the , to identify its SharePoint item ID. HelpDesk OSP works with Office SharePoint V2 and higher

10 The ticket is automatically filled out with the information from the , according to the configuration. HelpDesk OSP has been converted into a ticket The ticket As HelpDesk OSP works with all SharePoint templates, the customization possibilities are great. HelpDesk OSP works with Office SharePoint V2 and higher

11 HelpDesk OSP Automatic conversion 1.Add Outlook folder to monitor 2. Specify SharePoint list for the tickets Check this box for automatic conversion. If you monitor several folders, select one SharePoint list for each folder and let HelpDesk OSP automatically distribute the incoming mail. HelpDesk OSP works with Office SharePoint V2 and higher

12 HelpDesk OSP Threading 1. Check this box All s about the same case are gathered in the same ticket if you... HelpDesk OSP works with Office SharePoint V2 and higher 2. In the List settings dialog, map the Threading Field with a multiline field which appends changes to existing text.

13 HelpDesk OSP Merge Tickets Select list and fields to merge Select Parent Ticket Select tickets to merge HelpDesk OSP works with Office SharePoint V2 and higher

14 HelpDesk OSP the General Settings dialog gives more possibilities HelpDesk OSP handles proxy settings also Example data for evaluators Select default list for manual conversion HelpDesk OSP works with Office SharePoint V2 and higher

15 HelpDesk OSP OLAP Reporting Tool Integrated Tool for Statistics and Reporting The statistics tool of HelpDesk OSP is my application OLAP Reporting Tool. It is very useful for managers who want to see what kind of problems are reported, how problem solving time is distributed, what problems different staff has been working with etc. For more information about OLAP Reporting Tool, refer to the OLAP Reporting pages on my website. The statistics tool can be reached from the HelpDesk OSP toolbar in Outlook.my website HelpDesk OSP works with Office 2003 and SharePoint V2 and above

16 HelpDesk OSP OLAP Reporting Tool Connection in Outlook Click the statistics button in Outlook, and you will get a dialogue that lets you select SharePoint list and fields. Then click Create cube. A.cub file is created, and you are connected to the statistics tool, OLAP Reporting Tool. HelpDesk OSP works with Office SharePoint V2 and higher

17 HelpDesk OSP OLAP Reporting Tool: first time When you open OLAP Reporting for the first time, you are presented with this screen. Eventually the Report list will be filled with your customized report templates. Drag and drop from the Field list to the fields in the pivot or graph. HelpDesk OSP works with Office SharePoint V2 and higher

18 HelpDesk OSP OLAP Reporting Tool when used a while Graphs can be saved as.gif files The reports list has predefined reports, but you can easily add your own. Select presentation – pivot, graph or both. HelpDesk OSP works with Office SharePoint V2 and higher

19 HelpDesk OSP OLAP Reporting Tool: Drag, drop and filter Save your owh report settings here. Give the report a name, and it will be shown in the list. Filtering and drilling in both pivots and graphs Graphs can be shown as columns, lines, bars, pies, bubbles … All the fields can be dragged and dropped to show data in different ways HelpDesk OSP works with Office SharePoint V2 and higher

20 HelpDesk OSP OLAP Reporting Tool: Describe and categorize reports If you describe the reports in categories, these are also shown in the Reports tree view If you write a description in free text, next time someone clicks the report this info button comes up. Click on it, and the description text will be shown. Describe the report in Super Category and category or with free text in.html format. With the mini.html editor you can easily describe your reports in rich text format, a good help for people who are not used to analyzing statistics reports. HelpDesk OSP works with Office SharePoint V2 and higher

21 HelpDesk OSP More info at Thank you for watching this slide show! You will find more information about HelpDesk OSP at the kalmstrom.com website. There you can also download the latest version of the software and try it for 30 days without any obligations. If you then want to register the application you just have to ask for a license if you are a Community Member. If you are not a Member of kalmstrom.com Community yet, I welcome you to join the Community and get free use of HelpDesk OSP and other applications within your organization. Welcome to visit and learn more about HelpDesk OSP and kalmstrom.com Community.www.kalmstrom.com HelpDesk OSP works with Office SharePoint V2 and higher


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