When I click the 'New' button to create a ticket, I get an error message about the forms cache. How can I fix that?

The error message above is due to corruption in the Outlook form in the PF HelpDesk public folder (or Outlook folder). To resolve this issue, please follow the steps below. You only have to do this once – not once for each user. When the problem is fixed in the PF HelpDesk folder, it is fixed for all users.

1. In your PF HelpDesk file folder (most likely a shared network folder) there is a file HDTemplate.pst. This particular file is used during installation only. You need to use the PF HelpDesk ticket form from within the .pst file by copying it to your existing PF HelpDesk public folder.
(If you don’t find the .pts file, make a new installation in the same folder as before, but stop before configuring Outlook. Then the .pst file will have been created.)

2. Go to File > Open > Outlook Data file.. and load this 'HDTemplate.pst' file from the PF HelpDesk file folder. Press OK.

3. By now, you will see a new root folder by the name 'HDTemplate' in the Folder list.

4. Right-Click the PF HelpDesk public folder (or Outlook folder) and choose Properties > Forms > Manage. This will display a window with the caption "Forms Manager" as given. below:

5. Click Set… to load the default form from the HDTemplate folder we just loaded in step2.

6. Select "Folder Forms Library" and then the sub-folder "PF HelpDesk" under the HDTemplate root folder. Press OK. A new entry by the title "Helpdesk.Ticket.8" will be loaded.

7. Press Copy and if it prompted for confirmation to overwrite, click Yes. Close all dialog windows.

8. Click the 'New' button in the PF HelpDesk homepage to create a new ticket. This time, the ticket form should be loaded.

9. Right-Click "HDTemplate" root folder and select "Close HDTemplate" to unload the .pst file.

Note - you only have to do this once - not once for each user. When the problem is fixed in the PF HelpDesk folder, it is fixed for all users.