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HelpDesk OSP Presentation HelpDesk OSP converts e-mails into SharePoint list items HelpDesk OSP creates SharePoint list items from Outlook HelpDesk OSP.

Published byMiles Foulk Modified over 10 years ago

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Presentation on theme: "HelpDesk OSP Presentation HelpDesk OSP converts e-mails into SharePoint list items HelpDesk OSP creates SharePoint list items from Outlook HelpDesk OSP."— Presentation transcript:

1 HelpDesk OSP Presentation HelpDesk OSP converts e-mails into SharePoint list items HelpDesk OSP creates SharePoint list items from Outlook HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher www.kalmstrom.com

2 Ticket example www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher For HelpDesk OSP you can use the SharePoint Task list, the Issue tracking list or any other list that suits your needs. Formatting, links, attachments and embedded images are transferred from the e-mail.

3 HelpDesk OSP Introduction Welcome to this slideshow presentation of HelpDesk OSP, an Outlook add-on that publishes e-mails to SharePoint or creates new SharePoint list items from Outlook. It is often used 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 www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

4 Standard SharePoint list This SharePoint list is NOT connected to HelpDesk OSP. There are endless possibilities to customize the lists, but there is NO connection to Outlook. www.kalmstrom.com HelpDesk OSP works with Office 2003 and SharePoint V2 and above

5 The HelpDesk OSP Configure dialog in Outlook Main Screen www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher The Settings are done by the admin on one machine. All subsequent users who select the same site will get the same lists and settings.

6 The HelpDesk OSP Configure dialog in Outlook List Settings defines the connection between Outlook and SharePoint Select SharePoint list and then define to what fields in the list the different parts of the e- mails should be entered. www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

7 HelpDesk OSP Blank ticket pick caller from Contacts or GAL www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher If the caller is in your Contacts or Global Address List, you can pick her/him from there. The details will be automatically entered into the ticket. 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.

8 HelpDesk OSP Create new ticket from e-mail www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher When you use several SharePoint lists with HelpDesk OSP you may easily distribute converted e-mails and new tickets to different SharePoint lists. Use Convert E-mail if you want to convert an e-mail into a ticket manually.

9 The ticket is automatically filled out with the information from the e-mail, according to the configuration. HelpDesk OSP E-mail has been converted into a ticket The ticket HelpDesk OSP works with all SharePoint templates, so you can customize the list to suit your organization. www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

10 HelpDesk OSP E-mail has been converted into a ticket The E-mail When an e-mail has been converted into a ticket, the e-mail is marked with ticket ID and date and time for conversion. The path to the ticket can also be added. www.kalmstrom.com HelpDesk OSP works with Office 2003 +SharePoint V2 and higher The icon and the ticket ID shows that the e-mail has been converted into a list item

11 HelpDesk OSP Automatic e-mail conversion 1.Add an Outlook folder to monitor 2. Specify a SharePoint list to convert to Check this box for automatic e-mail conversion. If you monitor several folders, select one SharePoint list for each folder and let HelpDesk OSP automatically distribute the incoming mail. www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher 1.Add an Outlook folder to monitor 2. Specify a SharePoint list to convert to

12 HelpDesk OSP E-mail Threading All e-mails about the same case will be gathered in the same ticket if you... www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher … and select list and column for the e- mail thread in the List Settings dialog. When you use the E-mail Threading feature HelpDesk OSP adds the ticket ID in the Subject of the e-mail, to identify its SharePoint item ID. … check this box in the General Settings dialog … The image shows the order of entries when you use the Description field for both the first e-mail and the thread.

13 HelpDesk OSP Merge Tickets Select list and fields to merge Select Parent Ticket Select tickets to merge www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

14 HelpDesk OSP the General Settings dialog gives more possibilities HelpDesk OSP handles proxy settings Example data for evaluators Select default list for manual conversion www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

15 HelpDesk OSP Report The HelpDesk OSP report is 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. The report can be reached from the HelpDesk OSP toolbar in Outlook. www.kalmstrom.com HelpDesk OSP works with Office 2003 and SharePoint V2 and above

16 HelpDesk OSP Report Select SharePoint fields to study Select SharePoint list and the fields you want to analyze. Click the Report button to see the data in Excel, where you can manipulate it with all the standard Excel tools. www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

17 www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher HelpDesk OSP Report The Excel report

18 The caller departments and created dates have been combined in a graph that shows number of tickets created for each department during a selected period. www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher HelpDesk OSP Report Data used in graph

19 HelpDesk OSP More info at www.kalmstrom.comwww.kalmstrom.com Thank you for watching this slide show! You will find more information about HelpDesk OSP on 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. Should you not be a Member of the kalmstrom.com Community yet, I welcome you to join by subscribing to HelpDesk OSP and get free use of this and other applications within your organization. Welcome to visit www.kalmstrom.com. and learn more about HelpDesk OSP and the kalmstrom.com Community.www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

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