Transcript HelpDesk OSP, Slideshow presentation

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
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 Kalmstrom
CEO, 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.
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HelpDesk OSP works with Office 2003 and SharePoint V2 and above
The HelpDesk OSP Configure dialog in Outlook
Main Screen
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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
The Settings are done by the
Admin on one machine.
All subseqent users who
selects the same lists will
have the same settings.
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Select SharePoint list and then
define what fields in the list
the different parts of the emails should be filled into.
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
Use ”Create ticket” if you want to convert
an e-mail into a ticket manually.
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.
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HelpDesk OSP works with Office 2003 +SharePoint V2 and higher
HelpDesk OSP ‒ E-mail has been converted into a ticket
The E-mail
E-mails can be converted into tickets:
automatically
with the Create ticket button i the Outlook toolbar
You can see the ticket:
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.
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.
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HelpDesk OSP works with Office 2003 +SharePoint V2 and higher
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.
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
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.
1. Add Outlook folder to monitor
2. Specify SharePoint list for the tickets
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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...
2. In the List settings dialog, map
the Threading Field with a multiline
field which appends changes to
existing text.
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HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
HelpDesk OSP ‒ Merge Tickets
Select tickets to merge
Select list and fields
to merge
Select Parent Ticket
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HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
HelpDesk OSP ‒ the General Settings dialog
gives more possibilities
Select default list for manual conversion
HelpDesk OSP handles proxy settings also
Example data for evaluators
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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.
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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 .
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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.
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HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
HelpDesk OSP ‒ OLAP Reporting Tool when used a while
Select presentation – pivot,
graph or both.
The reports list has
predefined reports, but
you can easily add your
own.
Graphs can be saved as .gif files
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HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
HelpDesk OSP ‒ OLAP Reporting Tool: Drag, drop and filter
Graphs can be shown
as columns, lines,
bars, pies, bubbles …
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
All the fields can be dragged and
dropped to show data in different
ways
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HelpDesk OSP works with Office 2003 + SharePoint V2 and higher
HelpDesk OSP ‒ OLAP Reporting Tool: Describe and categorize reports
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.
If you describe the reports
in categories, these are
also shown in the Reports
tree view
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.
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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