helpdesk osp presentation helpdesk osp converts e-mails into sharepoint list items
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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. - PowerPoint PPT PresentationTRANSCRIPT
HelpDesk OSP Presentation
HelpDesk OSP converts e-mails into SharePoint list items
HelpDesk OSP works with Office 2003 + SharePoint V2 and higherwww.kalmstrom.com
Ticket example
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
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 KalmstromCEO, kalmstrom.com Business Solutions
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
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.
www.kalmstrom.com HelpDesk OSP works with Office 2003 and SharePoint V2 and above
The HelpDesk OSP Configure dialog in Outlook
Main Screen
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
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.
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
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.
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
HelpDesk OSP ‒ Create new ticket from e-mail
This e-mail has already been
converted to an e-mail.
If you use several SharePpoint lists with HelpDesk OSP you may easily distribute
converted e-mails and new tickets to different SharePoint lists.
Use ”Create ticket” if you want to convert an e-mail into a ticket manually.
www.kalmstrom.com HelpDesk OSP works with Office 2003 +SharePoint V2 and higher
HelpDesk OSP ‒ E-mail has been converted into a ticket
The E-mail
When an e-mail 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.
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 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
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
As HelpDesk OSP works with all SharePoint templates, the
customization possibilities are great.
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
HelpDesk OSP ‒ Automatic e-mail conversion
1. Add Outlook folder to monitor
2. Specify SharePoint list for the tickets
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 2003 + SharePoint V2 and higher
HelpDesk OSP ‒ E-mail Threading
1. Check this box
All e-mails about the same case are gathered in the same
ticket if you...
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
2. In the List settings dialog, map the Threading Field with a
multiline field which appends changes to existing text.
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 2003 + SharePoint V2 and higher
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
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
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.
www.kalmstrom.com HelpDesk OSP works with Office 2003 and SharePoint V2 and above
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 .
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
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.
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
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.
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
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
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
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.
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
HelpDesk OSP ‒ More info at www.kalmstrom.com
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 www.kalmstrom.com. and learn more about HelpDesk OSP and kalmstrom.com Community.
www.kalmstrom.com HelpDesk OSP works with Office 2003 + SharePoint V2 and higher