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kalmstrom.com FAQ – HelpDesk OSP


Category HelpDesk OSP

Type Features

Problem Ticket differentiation: can I convert e-mails from different folders into tickets in different SharePoint lists?

Ticket differentiation: can I convert e-mails from different folders into tickets in different SharePoint lists?

Yes, you can.

When you use HelpDesk OSP with multiple SharePoint lists and convert the e-mails manually, you can select what list to place each converted e-mail in when you press the lower part of the conversion button.

For automatic conversion and distribution, activate Live Monitoring and set the application to automatically distribute the incoming e-mails. Use Outlook rules to direct the e-mails to different Outlook folders.

Let HelpDesk OSP monitor several Outlook folders automatically and direct the converted e-mails to different lists, like in the example on the screenshot below. Here HelpDesk OSP is set to do the following:

  • e-mails that are directed to the HelpDesk folder are converted into list items in the SharePoint-list "HelpDesk"
  • e-mails that are directed to the Issue tracking folder are converted into list items in the SharePoint-list "Internal"

For more info, refer to the HelpDesk OSP manual.