These are some enhancements we wish to give HelpDesk OSP. The priorities are fluent,
but if you like a feature and wish to make it reality soon,
you are
very welcome to
sponsor it.
Under development, HelpDesk OSP V4
Support for the 64-bit version of Outlook 2010 and 2013. Currently HelpDesk OSP only supports the 32-bit versions.
Possibility to generate Excel reports on ticket data.
Creation of new ticket if e-mail threading does not work because there is no earlier ticket. For example, if a user sends a email reply to the “hardware” team for case number [123] but the reply gets sent to the “software” team by accident. As there is no ticket [123] in the software SharePoint list a new ticket will be created. Currently HelpDesk OSP
doesn’t do anything with that e-mail, as the e-mail thread is not possible.
Future development
Mapping
Support for all SharePoint field types (currently only Text and Choice).
This is a big project that will take time. We will probably have to take
some field types one or two at a time.
Possibility to create new Outlook fields and get them transferred to any SharePoint field.
E-mails
Automatic e-mails. Workflows for automatic e-mails can be created in
SharePoint, and we even have a manual for it, but creating a workflow is
rather complicated and we would prefer to add the possibility to send
automatic e-mails into HelpDesk OSP.
Possibility to manually create tickets from several e-mails at the same time by using the Ctrl button with
the Create ticket button.
Possibility to have e-mails marked as read after ticket
creation.
Possibility to manually add an e-mail to an existing ticket instead of creating a new ticket from it. This feature is for the cases where the
automatic e-mail threading does not work, for example if the e-mail subject does not have a ticket ID.
Tickets
Possibility to have HelpDesk OSPautomatically open manually created tickets
(Note that the image is only a mockup. The real thing is
not created yet!)
Make it possible to include CC in the e-mail thread.
Add a feature that enables HelpDesk OSP to set any custom value in SharePoint on a new item when it is created.
Make it possible to delete the ticket associated with a selected e-mail directly from Outlook, without having to go to the SharePoint list.
View selection for the Statistics and the Merge ticket feature: we will give the option to select view from the available SharePoint views and then populate
only the tickets shown in this view in the Statistics/ Merge
tickets list.
E-mail threading will be a per list setting. Now the check box applies to all lists.
Other
Possibility to use HelpDesk OSP with smart phones
We plan to build simple web-interface for both our issue-tracking
solutions wherein the user can view and update his/her own tickets.
In addition to that we hope to give users the ability to record
audio updates as well as upload images directly from their mobile
phones.
New version of HelpDesk OSP called HelpDesk OSP Azure. If you want automatic conversion to happen all the time, you can place HelpDesk OSP on a server where it runs around the clock ( FAQ).
That is how kalmstrom.com uses HelpDesk OSP, but we want to develop a new version of HelpDesk OSP that runs on Windows Azure instead.
This service will do the automatic conversion just like the Outlook add-on
on the server, but without Outlook and with a much easier
configuration. See this animation to get an idea on what we are planning.
Welcome with your own suggestions on how to improve HelpDesk OSP! We are grateful if you use the
support e-mail for this, and the more you can describe how you want it to work, the better. You can leave technical solution to us, just tell us how you want to
use your new feature.
These are some enhancements we wish to give HelpDesk OSP. The priorities are fluent,
but if you like a feature and wish to make it reality soon,
