Folder HelpDesk  FAQ

Exchange Server

• Clusters

  • Do your products support support Exchange clusters?

• General

  • Does Folder HelpDesk affect the performance of the Exchange server?

  • Is there any way around the need for Exchange Server?

  • We utilize a Managed Exchange Server from Rackspace.com and have encountered some issues with regards to the stability and performance of Folder HelpDesk.

  • What if anything is actually installed on the Exchange server?

• Move

  • How do we migrate Folder HelpDesk from our old Exchange server to a new server?

Folder HelpDesk

• Database

  • Is it easy to migrate the Folder HelpDesk data from an Access to an SQL database?

  • We are moving our PFHD SQL database to another server. Which values do we have to change, so that it works again on the new server?

  • What login is used when using a SQL-server database, Windows or SQL-server authentication?

• Errors

  • Add-in: Missing Folder HelpDesk add-in / Opening Outlook I get this message: Outlook experienced a serious error the last time the add-in Folder HelpDesk  client tools was opened.

  • Buttons: there is no little icon in the Outlook toolbar which allows me to create a ticket from an e-mail.

  • Custom UI: "Error found in Custom UI of "Folder HelpDesk for Outlook Client Tools"

  • DAO.DBEngine - ActiveX error

  • Edit tickets: My changes are not saved when I edit a ticket.

  • KBase: I have tried to install Folder HelpDesk in a mailbox, but I get an error message saying "Failed to get Knowledge Base Folder".

  • Microsoft Scripting Engines 5.0: Some of the computers get error messages about Scripting Engines. How can I fix this problem?

  • New ticket: I get a copy of the e-mail when I create a ticket from it.

  • Open tickets are not shown in Outlook.

  • Outlook 2010: I have installed Folder HelpDeskin Outlook 2010, but the Outlook folder looks just like a normal folder.

  • Permission error or missing helpdesk views

  • Read only tickets: Sometimes tickets are opened in Read only mode, so that I cannot edit them. Why?

  • Security warning: Several techs have to allow the install program to run each time they access the Folder HelpDesk HTML home page

  • SQL server error: SQL Server does not exist or access denied.

  • Timeout: I sometimes get a timeout message when I work with Folder HelpDesk

  • Work done tab: I get an error when I click on the Add button in the ticket form "Work Done" tab.

• Features

  • Automatic e-mail conversion: How can I avoid that a ticket is created from each one of the staff?

  • Automatic e-mails: How can I enable/disable automatic e-mail confirmations?

  • Automatic e-mail when a ticket is created: Can I exclude some callers from getting them?

  • E-mail address: from what address will e-mails be sent when we answer a ticket?

  • E-mail threading: how can we track e-mail history in Folder HelpDesk?

  • Minutes worked ‒ there are several ways to set it in Folder HelpDesk. Can you explain the difference between the methods?

  • Mailbox monitoring: can you explain how e-mails are converted into tickets in Folder HelpDesk.

  • OWA: Are all the functions accessible via webmail/OWA using IE? Or Mozilla?

  • Reminder: We would like to have a reminder function that pops up at a specified date and time.

  • Responsible helpdesk staff: Can I assign a default Responsible for each caller?

  • Ticket ID: can the Ticket Number be edited to start with a particular number?

  • Time tracking: Can Folder HelpDesk keep track of time worked on issues?

  • When you create a ticket from an email sent to your mailbox, what do you do with that existing email?

  • Views: is it possible to allow managers to see all tickets in their department?

• Installation

  • Do we need to install Folder HelpDesk in Outlook for all users?

  • Evaluate with existing e-mails: is it possible to try Folder HelpDesk with some of our current support e-mails?

  • Move from a public folder to a shared mailbox setup: is it just a matter of copy and paste?

  • Multiple installation: How do I set up multiple Folder HelpDesk folders for implementing independent helpdesks for two or more departments?

  • Uninstall: how do I go about un-installing Folder HelpDesk?

• Move

  • Migration to new file server: how do we migrate the Folder HelpDesk shared files to a new file server?

  • Migration to new Exchange server: How do we migrate Folder HelpDesk from our old Exchange server to a new server?

• Permissions

  • Installation permissions: What permissions are needed to install and upgrade Folder HelpDesk?

  • Permission: when I click on either the Sent or Received tabs on the ticket, I get an error stating that I don’t have permissions to create that subfolder. But I have!

  • Permission: "you don’t have permission to send a message to this recipient"

  • Please explain what rights different users should have over the different folders

  • Settings: I don't want the helpdesk staff to have the right to change the Folder HelpDesk Settings.

• Registration

  • We are asked to register even though we have already done it.

  • Why do you not use a method of license control which does not require an internet connection? What is wrong with a built in license server?

• Statistics

  • Is it possible to use OLAP Reporting Tool in Folder HelpDesk V13?

• Upgrade

  • I have changed the ticket layout. Will an upgrade change this ticket layout back to your standard form?

• Usage

  • Add e-mail to ticket: How can I manually add an e-mail to a ticket?

  • Are the finished tickets removed from the Outlook folder when Finished?

  • Delete tickets from the database. How do I do that?

  • Due Date: Is it possible to have a small pop-up warning that a ticket is near the due date?

  • E-mail sent to the collection address is not moving to the Folder HelpDesk box in a timely manner.  It sits there for hours or even days before it appears in the public folder.

  • How can I avoid switching between my normal inbox and my public folder?

  • I have installed Folder HelpDesk and KBase and set the path to KBase under the Other Settings tab, but when I click the "KBase" button in the ticket the data does not show up in KBase.

  • Is there a maximum number of open tickets in the program?

  • Modified Date: How can I see when a Folder HelpDesk ticket is modified?

  • Open Ticket button: Nothing happens when I click on the "Open Ticket" button in the Outlook toolbar.

  • Performance? How can I make Folder HelpDesk faster?

  • Sender address for e-mails from Folder HelpDesk. How do I get the right address?

  • Ticket ID: there is no ticket ID when I start creating a ticket

  • Time stamps: The time changes when I edit a ticket.

• Web form

  • Attachment size: Is there a way to raise the attachment size limit on the web form? We find 200kb too small.

• Versions

  • What is included in the developer license, and what skills are needed to work with it?

Public Folders

• Future

  • Can you say something about the future of Public Folders?