SlideShare una empresa de Scribd logo
1 de 19
Descargar para leer sin conexión
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 higherwww.kalmstrom.com
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.
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
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
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.
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
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.
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.
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
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
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
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.
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
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
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
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
www.kalmstrom.com HelpDesk OSP works with Office 2007 and higher + SharePoint 2007 and higher
HelpDesk OSP Report
The Excel report
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
HelpDesk OSP ‒ More info at www.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

Más contenido relacionado

Último

Streamlining Your Application Builds with Cloud Native Buildpacks
Streamlining Your Application Builds  with Cloud Native BuildpacksStreamlining Your Application Builds  with Cloud Native Buildpacks
Streamlining Your Application Builds with Cloud Native BuildpacksVish Abrams
 
Sales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales CoverageSales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales CoverageDista
 
AI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human BeautyAI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human BeautyRaymond Okyere-Forson
 
Big Data Bellevue Meetup | Enhancing Python Data Loading in the Cloud for AI/ML
Big Data Bellevue Meetup | Enhancing Python Data Loading in the Cloud for AI/MLBig Data Bellevue Meetup | Enhancing Python Data Loading in the Cloud for AI/ML
Big Data Bellevue Meetup | Enhancing Python Data Loading in the Cloud for AI/MLAlluxio, Inc.
 
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdf
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdfARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdf
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdfTobias Schneck
 
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine HarmonyLeveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmonyelliciumsolutionspun
 
OpenChain Webinar: Universal CVSS Calculator
OpenChain Webinar: Universal CVSS CalculatorOpenChain Webinar: Universal CVSS Calculator
OpenChain Webinar: Universal CVSS CalculatorShane Coughlan
 
ERP For Electrical and Electronics manufecturing.pptx
ERP For Electrical and Electronics manufecturing.pptxERP For Electrical and Electronics manufecturing.pptx
ERP For Electrical and Electronics manufecturing.pptxAutus Cyber Tech
 
online pdf editor software solutions.pdf
online pdf editor software solutions.pdfonline pdf editor software solutions.pdf
online pdf editor software solutions.pdfMeon Technology
 
Generative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-CouncilGenerative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-CouncilVICTOR MAESTRE RAMIREZ
 
Your Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software TeamsYour Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software TeamsJaydeep Chhasatia
 
Why Choose Brain Inventory For Ecommerce Development.pdf
Why Choose Brain Inventory For Ecommerce Development.pdfWhy Choose Brain Inventory For Ecommerce Development.pdf
Why Choose Brain Inventory For Ecommerce Development.pdfBrain Inventory
 
Deep Learning for Images with PyTorch - Datacamp
Deep Learning for Images with PyTorch - DatacampDeep Learning for Images with PyTorch - Datacamp
Deep Learning for Images with PyTorch - DatacampVICTOR MAESTRE RAMIREZ
 
eAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspectionseAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspectionsNirav Modi
 
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...OnePlan Solutions
 
Top Software Development Trends in 2024
Top Software Development Trends in  2024Top Software Development Trends in  2024
Top Software Development Trends in 2024Mind IT Systems
 
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.Sharon Liu
 
Webinar_050417_LeClair12345666777889.ppt
Webinar_050417_LeClair12345666777889.pptWebinar_050417_LeClair12345666777889.ppt
Webinar_050417_LeClair12345666777889.pptkinjal48
 
Kawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in TrivandrumKawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in TrivandrumKawika Technologies
 

Último (20)

Streamlining Your Application Builds with Cloud Native Buildpacks
Streamlining Your Application Builds  with Cloud Native BuildpacksStreamlining Your Application Builds  with Cloud Native Buildpacks
Streamlining Your Application Builds with Cloud Native Buildpacks
 
Sales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales CoverageSales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales Coverage
 
AI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human BeautyAI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human Beauty
 
Big Data Bellevue Meetup | Enhancing Python Data Loading in the Cloud for AI/ML
Big Data Bellevue Meetup | Enhancing Python Data Loading in the Cloud for AI/MLBig Data Bellevue Meetup | Enhancing Python Data Loading in the Cloud for AI/ML
Big Data Bellevue Meetup | Enhancing Python Data Loading in the Cloud for AI/ML
 
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdf
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdfARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdf
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdf
 
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine HarmonyLeveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
 
OpenChain Webinar: Universal CVSS Calculator
OpenChain Webinar: Universal CVSS CalculatorOpenChain Webinar: Universal CVSS Calculator
OpenChain Webinar: Universal CVSS Calculator
 
ERP For Electrical and Electronics manufecturing.pptx
ERP For Electrical and Electronics manufecturing.pptxERP For Electrical and Electronics manufecturing.pptx
ERP For Electrical and Electronics manufecturing.pptx
 
Salesforce AI Associate Certification.pptx
Salesforce AI Associate Certification.pptxSalesforce AI Associate Certification.pptx
Salesforce AI Associate Certification.pptx
 
online pdf editor software solutions.pdf
online pdf editor software solutions.pdfonline pdf editor software solutions.pdf
online pdf editor software solutions.pdf
 
Generative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-CouncilGenerative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-Council
 
Your Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software TeamsYour Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
 
Why Choose Brain Inventory For Ecommerce Development.pdf
Why Choose Brain Inventory For Ecommerce Development.pdfWhy Choose Brain Inventory For Ecommerce Development.pdf
Why Choose Brain Inventory For Ecommerce Development.pdf
 
Deep Learning for Images with PyTorch - Datacamp
Deep Learning for Images with PyTorch - DatacampDeep Learning for Images with PyTorch - Datacamp
Deep Learning for Images with PyTorch - Datacamp
 
eAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspectionseAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspections
 
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...
 
Top Software Development Trends in 2024
Top Software Development Trends in  2024Top Software Development Trends in  2024
Top Software Development Trends in 2024
 
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.
 
Webinar_050417_LeClair12345666777889.ppt
Webinar_050417_LeClair12345666777889.pptWebinar_050417_LeClair12345666777889.ppt
Webinar_050417_LeClair12345666777889.ppt
 
Kawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in TrivandrumKawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in Trivandrum
 

Destacado

AI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdfAI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdfmarketingartwork
 
PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024Neil Kimberley
 
Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)contently
 
How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024Albert Qian
 
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsSocial Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsKurio // The Social Media Age(ncy)
 
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Search Engine Journal
 
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summarySpeakerHub
 
ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd Clark Boyd
 
Getting into the tech field. what next
Getting into the tech field. what next Getting into the tech field. what next
Getting into the tech field. what next Tessa Mero
 
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentGoogle's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentLily Ray
 
Time Management & Productivity - Best Practices
Time Management & Productivity -  Best PracticesTime Management & Productivity -  Best Practices
Time Management & Productivity - Best PracticesVit Horky
 
The six step guide to practical project management
The six step guide to practical project managementThe six step guide to practical project management
The six step guide to practical project managementMindGenius
 
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...RachelPearson36
 
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Applitools
 
12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at WorkGetSmarter
 

Destacado (20)

AI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdfAI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
 
Skeleton Culture Code
Skeleton Culture CodeSkeleton Culture Code
Skeleton Culture Code
 
PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024
 
Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)
 
How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024
 
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsSocial Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie Insights
 
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024
 
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary
 
ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd
 
Getting into the tech field. what next
Getting into the tech field. what next Getting into the tech field. what next
Getting into the tech field. what next
 
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentGoogle's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search Intent
 
How to have difficult conversations
How to have difficult conversations How to have difficult conversations
How to have difficult conversations
 
Introduction to Data Science
Introduction to Data ScienceIntroduction to Data Science
Introduction to Data Science
 
Time Management & Productivity - Best Practices
Time Management & Productivity -  Best PracticesTime Management & Productivity -  Best Practices
Time Management & Productivity - Best Practices
 
The six step guide to practical project management
The six step guide to practical project managementThe six step guide to practical project management
The six step guide to practical project management
 
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
 
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
 
12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work
 
ChatGPT webinar slides
ChatGPT webinar slidesChatGPT webinar slides
ChatGPT webinar slides
 
More than Just Lines on a Map: Best Practices for U.S Bike Routes
More than Just Lines on a Map: Best Practices for U.S Bike RoutesMore than Just Lines on a Map: Best Practices for U.S Bike Routes
More than Just Lines on a Map: Best Practices for U.S Bike Routes
 

HelpDesk for Outlook and SharePoint

  • 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 higherwww.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.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