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HelpDesk OSP Presentation HelpDesk OSP converts e-mails into SharePoint list items

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

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HelpDesk OSP Presentation HelpDesk OSP converts e-mails into SharePoint list items

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

  2. Ticket example www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  3. Welcome to this slideshow presentation of HelpDesk OSP, an application for cooperation on issue tracking and user support. HelpDesk OSPis 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 OSPconnects Outlook and SharePoint and thereby enhances both products. Finally I will inform about the integrated statistics and reporting tool.Peter KalmstromCEO, kalmstrom.com Business Solutions HelpDesk OSP ‒ Introduction www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

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

  5. The HelpDesk OSP Configure dialog in OutlookMain Screen www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  6. The HelpDesk OSP Configure dialog in OutlookListSettingsdefines the connection between Outlook and SharePoint The Settings aredone by the Admin on onemachine. All subseqent users who selects the same lists will have the same settings. Select SharePoint list and thendefinewhatfields in the list the different parts of the e-mails should be filled into. www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  7. Use ”Blank ticket” when information from a telephonereportneeds to be enteredinto a ticket ‒ or just whenyouwish to publishsomething to SharePoint withoutleaving Outlook. HelpDesk OSP ‒ Blank ticket pick caller from Contacts or GAL If the caller is in your Contacts or Global Adress List, you can pick her/him from there. The details are automaticallyenteredinto the ticket. www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  8. Use ”Create ticket” if you want to convert an e-mail into a ticket manually. HelpDesk OSP ‒ Create new ticket from e-mail This e-mail has alreadybeenconverted to an e-mail. If youuseseveralSharePpoint lists withHelpDesk OSP youmayeasilydistributeconverted e-mails and new tickets to different SharePoint lists. www.kalmstrom.com HelpDesk OSP works with Office 2003 +SharePoint V2 and higher

  9. HelpDesk OSP ‒ E-mail has been converted into a ticketThe E-mail • E-mails 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 e-mail When an e-mail is convertedinto a ticket, it is marked with ticket ID, date and time for conversion. The path to the ticket can also be added automatically. 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. www.kalmstrom.com HelpDesk OSP works with Office 2003 +SharePoint V2 and higher

  10. HelpDesk OSP ‒ E-mail has been converted into a ticket The ticket The ticket is automatically filled out with the information from the e-mail, according to the configuration. As HelpDesk OSPworkswith all SharePoint templates, the customizationpossibilities are great. www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  11. Check this box for automatice-mailconversion. HelpDesk OSP ‒ Automatic e-mail conversion If you monitor several folders, selectone SharePoint list for each folder and letHelpDesk OSPautomaticallydistribute the incoming mail. • Add Outlook folder to monitor • 2. Specify SharePoint list for the tickets www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  12. 1. Check this box All e-mails about the same case are gathered in the same ticket if you... HelpDesk OSP ‒ E-mail Threading 2. In the List settings dialog, map the Threading Field with a multiline field which appends changes to existing text. www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  13. HelpDesk OSP ‒ Merge Tickets Select tickets to merge Select list and fields to merge Select Parent Ticket www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  14. Select default list for manual conversion HelpDesk OSP ‒ the General Settings dialoggives more possibilities HelpDesk OSPhandles proxy settings also Example data for evaluators www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  15. HelpDesk OSP ‒ OLAP Reporting Tool Integrated Tool for Statistics and Reporting The statisticstool of HelpDesk OSP is my applicationOLAPReportingTool. 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 OLAPReportingTool, refer to the OLAPReporting pages on my website. The statistics tool 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. 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 ‒ OLAP Reporting Tool Connection in Outlook www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  17. 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. HelpDesk OSP ‒ OLAP Reporting Tool: first time Drag and drop from the Field list to the fields in the pivot or graph. www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  18. Select presentation – pivot, graph or both. HelpDesk OSP ‒ OLAP Reporting Tool when used a while The reports list has predefined reports, but you caneasilyadd your own. Graphs can be saved as .giffiles www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  19. Graphs can be shown as columns, lines, bars, pies, bubbles … 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 All the fieldscan be dragged and dropped to show data in different ways www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  20. 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. 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 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. www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

  21. Thankyou for watchingthisslide show!Youwillfindmore information aboutHelpDesk OSP at the kalmstrom.com website. Thereyoucanalsodownload the latest version of the software and try it for 30 dayswithoutany obligations. If youthenwant to register the applicationyou just have to ask for a license ‒ ifyouare a Community Member. If youare not a Memberof kalmstrom.com Community yet, I welcomeyou to join the Community and get freeuseofHelpDesk OSP and otherapplicationswithinyourorganization. Welcome to visit www.kalmstrom.com. and learnmoreaboutHelpDesk OSP and kalmstrom.com Community. HelpDesk OSP ‒ More info at www.kalmstrom.com www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher

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