HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

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

2. Ticket example 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. www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

3. 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 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 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 OutlookMain Screen 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. www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

6. The HelpDesk OSP Configure dialog in OutlookListSettingsdefines 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. 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. HelpDesk OSP ‒ Blank ticket pick caller from Contacts or GAL 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. www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

8. HelpDesk OSP ‒ Create new ticket from e-mail 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. www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

9. 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. 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 ticketThe E-mail The icon and the ticket ID shows that the e-mail has been converted into a list item 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

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

12. All e-mails about the same case will be gathered in the same ticket if you... … check this box in the General Settings dialog … HelpDesk OSP ‒ E-mail Threading … and select list and column for the e-mail thread in the List Settings dialog. The image shows the order of entries when you use the Description field for both the first e-mail and the thread. 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 2007 and higher + SharePoint 2007 and higher

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

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

15. HelpDesk OSPReport 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. Select SharePoint list and the fields you want to analyze. HelpDesk OSP ReportSelect SharePoint fields to study 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. HelpDesk OSP ReportThe Excel report www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher

18. HelpDesk OSP ReportData used in graph 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

19. 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. HelpDesk OSP ‒ More info at www.kalmstrom.com www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher