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