Let HelpDesk OSP convert e-mails into SharePoint list items, manually or automatically, or create new SharePoint items directly from Outlook.

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