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kalmstrom.com FAQ – HelpDesk OSP


Category HelpDesk OSP

Type Features

Problem E-mail threading: How do I get the e-mail threading function to work?

E-mail threading: How do I get the e-mail threading function to work?

The e-mail threading feature in HelpDesk OSP makes it possible to add all e-mails concerning the same case to the first ticket, instead of creating one ticket for each e-mail. It works like this:

  • When the responsible staff replies to an e-mail that has already been processed to a HelpDesk OSP ticket, the application will automatically grab the new part of the sent e-mail and place it into the corresponding e-mail thread field of the ticket.
  • When the caller replies back to that e-mail, HelpDesk
    OSP
    will process the replied e-mail, and the newest part of the e-mail will again be appended to the e-mail thread field of the corresponding ticket.
  • And so on ...

For this feature to work you may not answer the e-mail until it has been converted to a ticket. A converted e-mail has an icon:




Special settings for the E-mail Threading feature:

  • Each user must enable the E-mail Threading feature under the General Settings, see image below.
  • The administrator must also make some specifications in both HelpDesk OSP and SharePoint.
Each user must enable the E-mail Threading:



The settings below only have to be made once by the administrator/first user:

SharePoint

I
  • Open the SharePoint list which is mapped with HelpDesk OSP.
  • Click on Settings >List Settings.
  • Under General Settings click on Versioning Settings.
  • Check the radio button "Yes" for the the option 'Create a version each time you edit an item in this list'.
II
  • Create a new column with type of information set as Multiple lines of text, OR use the Description field.
  • Check the option 'Append changes to Existing Text'.
  • Click OK.

HelpDesk OSP
  • Open the HelpDesk OSP Settings, first tab
  • Associate the Threading Field with the multi-line field in SharePoint.



For more information about the E-mail Threading feature, refer to the HelpDesk OSP manual.