I will be honest here. I have stopped socializing for a month and two because of the number of challenges that had brought out on me in my endeavor to support Outlook 2013 and 64 bit Outlook in Team Helpdesk. The pressure seems more knowing many of my clients have adopted Outlook 2013 and particularly most of have embraced the 64 bit version of Outlook. As Team Helpdesk was designed and coded with legacy technology, there was simply no workaround to make it work anymore on the new Microsoft Office platform. This means, a new product has to be designed from scratch using the latest Microsoft development environments and dot NET frameworks.

Naturally, I had tried to salvage as many codes and reusable components possible from the old application. Luckily most of the codes were easily ported to the new product with slight changes. However, due to technical limitation, I had to discard some existing feature-sets and overhaul many of them with substitutes to elevate Team Helpdesk to its new avatar. So gone are the Outlook based custom forms for the Ongoing Cases, Resolved Cases and KB folders. The biggest limitation with Outlook based forms is the frequent risk of corruptions and form cache issues on local systems. And from my time interacting with users on technical support in the past, I can say about half of the issues they were experiencing were directly or indirectly related to the Outlook case form. For instance, some users can see the case form when they opened cases in Outlook. Some can’t and some received certain error “The form required to view this message cannot be displayed. Contact your administrator.” At other time, it could be “The custom form cannot be opened. Outlook will use an Outlook form instead. The operation failed”. And the most obvious workaround to such errors was to to clear the form cache of the parent folder. And to ease the support process, we have even produced a few KB articles on this Outlook form issue. Another hindrance with the old forms was when we updates the forms (say, with new fields and controls), administrators will know the pain of upgrading the forms used in every Team Helpdesk folder one by one using the .FDM files provided. This dreads us from actively putting any new features to the forms unless it was required.  So when we have the opportunity to develop Team Helpdesk from scratch, we were debating the limitations and recurring issues users had experienced with the Outlook forms and decided to ditch the Outlook based forms finally in favor of .NET WinForms. This provides us with the prospect to utilize a number of features rich advanced controls available in .NET framework. What this translates for you is a user friendly case form in Outlook with quicker access to information than never before.

The new forms are built into the Team Helpdesk Agent add-in itself. This means when you upgrade to newer versions, the add-in automatically has the new forms and hence no extra steps to update or delete the forms. More importantly, this liberate any kind of administration on the forms unlike in the past versions. This also means, when other non-helpdesk members access the cases, all they will see is the body of the item. The case form is unavailable as those members don’t have Team Helpdesk Agent add-in installed in their Outlook. This serves to hide helpdesk related fields and metadata from non-support people.

Talking about other changes is the all new ‘Case Preview’ form that shows all the available helpdesk meta fields including custom fields and the values these hold when you select or highlight any Outlook case item in the Ongoing Cases or Resolved Cases folders. We have also added the ability to see all the related emails of that case directly and yes, you can reply or forward or send a KB quickly without opening the Outlook inspector window. You can also see the private notes that are added by other technicians. I hope that you would find a great use of this preview form to increase productivity and response time to the grieving parties :) .

One of the recurring issue many of you faced with Team Helpdesk (for that matters with any items in Public Folders or Shared mailboxes) is the occurrence of Exchange conflicts on a particular item when it is edited by two or more users. And the obvious way to get back the original item is to open that conflict and resolve it by choosing which version of the edited item to retain. It is fruitless joy to discuss why conflicts occurs in Exchange (may be only God knows!). However, it will be a God send if I were to know who currently are opening and editing a particular case item and accordingly decide if to edit and make changes to the case myself. Seems like we have just found that blessing. When you open the case in its inspector window, you will see the ‘Safe to Edit?’ option in the form. It shows you who else have currently opened this particular case item in their Outlook.

If you are the assigned technician or one of them, and if the ones who are currently on that case are not, you can ‘shoo’  them to let go off the case! :) On the serious note, individual technician can avoid creating a conflict from the first place by not editing an item that is already being opened/edited by others. You don’t even need to open the particular case to see who are on the case. Just use the context menu option ‘Safe To Edit?’ on the folder view. You can also use the ‘Opened Cases’ panel (available in the ribbon or toolbar) to view which cases are currently being opened/worked by each individual technician.

The cases opened by technicians can also be seen in ‘Online Status of Technicians’ tool. This is just one of the simpler way we have devised in the new version of Team Helpdesk to avoid multiple agents from editing the same case. I hope this comes handy to you.

One particular feature in version 8 that I would like to highlight is the ability to know how many emails a particular case have without opening the case. We have added two new meta fields ‘Total Emails‘ and ‘Total Non-Auto Emails‘ to each case item. The first stores the total number of emails associated with the case including the automated notification emails. The other stores the number of emails sans the automated ones. These meta fields when used in the Outlook views of the Ongoing Cases and Resolved Cases folders can be very useful to you.

These meta fields are also available in the Summary Reports and OLAP Statistics tools.

Now lets head towards some of the issues in earlier version of Team Helpdesk that we overcame in this new version. I know many of you just love the ticket automation feature. But you might be familiar with the issue when you try to set Team Helpdesk to monitor a mailbox, say ‘Support‘ and if there are other mailboxes/accounts having similar names such as ‘IT Support‘ or ‘Support HRM‘, Team Helpdesk failed to get a proper handle of the mailbox because of Exchange names resolution issue. Due to which, in previous versions, either you have to use a unique account name or have that particular mailbox opened as additional mailboxes in your Outlook profile, and then select the Inbox folder instead. In the new version, you need not do this anymore. What we have done is to automatically resolve the correct name by matching the SMTP address of the mailbox from the possible ones. This way, Team Helpdesk will still be able to get the correct mailbox reference when there are other similar account names. This same scenario holds true when you set Team Helpdesk to send outgoing emails from a common account and it failed to send out from that account.

Finally, a little bit nirvana to the web access sites that comes as complementary in Team Helpdesk. I had almost decided to depreciate the web access features from the new version release after reading significant complains from users who had implemented the sites in their IIS web server. However, thanks to MSDN and StackOverFlow forums, found solutions to the crippling issues many of you were experiencing with the Technicians Web Access (TWA) and Customer Web Service (CWS) sites. One nasty one is when you or your end-user hit a button on the page and it loads forever and gets stuck. Close examinations to this issue exposes a surprise – a javascript  error ‘_dopostback‘ is undefined’. It happens specially on newer browsers such IE9 or IE10. Users with older browsers do not experience the issue. The cause of this is because your IIS server (where the TWA/CWS sites are hosted) do not have the latest .NET 2.0 and .NET 4.0 patch or service pack. Due to this, ASP.NET engine simply cannot recognize the most current versions of some browsers, and will consequently treat them as down-level browsers. The fix is to get updated browser-definition files for your IIS.

Hotfixes from Microsoft:
For .NET 2.0 - http://support.microsoft.com/kb/2600100
For .NET 4.0 - http://support.microsoft.com/kb/2600088 

Some other notable changes in the new version:

  • The Team Helpdesk Agent Add-in (formerly known as Team Helpdesk Client add-in) stores the helpdesk settings and data locally as cached data. This enables the agent add-in to operate in cached mode without needing to connect to the network helpdesk database (Access or SQL server whichever you had chosen). What this means is, if you are disconnected from the network (i.e., the helpdesk database is unavailable), you can still work with most of the helpdesk operations in Outlook without being interrupted. You can even raise new cases, but no ID will be assigned as the database is unavailable. But you can add more information to the meta fields, add descriptions etc and when you are connected again, you can assign a new ID.
    …..
  • Provision to store any number of Allotment notification templates. Now you can choose which specific allotment auto-response to be sent for a particular caller. For instance, if someone sends an e-mail to UK.Support@myCompany.com, you would want to inform the customer that their e-mail will be responded to within 2 hours between 9 am and 5:30 pm GMT. If they send a new case to US.Support@myCompany.com, you can inform the customer that their e-mail will be responded to within 3 hours between 9 am and 5:30 pm EST.
    …..
  • Team Helpdesk has a new folder ‘History Resolved’. This folder stores all the emails belonging to resolved cases. With version 8, emails for ongoing and resolved cases are stored separately. This is to optimize the loading speed of the case and also to ease archival and deletion of old emails (for resolved cases).
    …..
  • Support for unlimited custom fields of different data types. You can use the following data types: Text, Number, Currency, Yes/No, Date/Time, Note, List. All defined custom fields are available in summary reports and OLAP Statistics tool.

I am very excited with the plethora of features and enhancements possible with the new Team Helpdesk platform. And I hope to hear from you what you think of the new version in terms of features and usability. As always, I deeply appreciate the time and effort you had taken to provide us with valuable feedback as it has influenced our design direction of our products. In fact, I have listened to each and every past bugs submitted by users and have tried the best to address those in the new version. Some work are still pending as more research and analysis are required, but be assure we will work out a new patch within a month of this release with more enhancements.

Those upgrading to the new version from earlier versions, please do read the instructions in the upgrade page carefully and make sure you are equipped with the correct permissions and rights on the database (‘db_creator’ permission on SQL Server for example) and on the Exchange folders (‘Owner’ rights for example).

For Team Helpdesk for Outlook

Download page of new version
http://assistmyteam.net/TeamHelpdesk/Download.asp

Installing Fresh? refer to Installation Guide
http://assistmyteam.net/TeamHelpdesk/Installation.asp

Upgrade Instructions
http://assistmyteam.net/TeamHelpdesk/UpgradeInstructions.asp

Release note for version 8
http://assistmyteam.net/TeamHelpdesk/History/rev8.asp

 

For Team Helpdesk for Outlook & SharePoint

Download page of new version
http://assistmyteam.net/TeamHelpdeskSP/Download.asp

Installing Fresh? refer to Installation Guide
http://assistmyteam.net/TeamHelpdeskSP/Installation.asp

Upgrade Instructions
http://assistmyteam.net/TeamHelpdeskSP/UpgradeInstructions.asp

Release note for version 6
http://assistmyteam.net/TeamHelpdeskSP/History/rev6.asp

 

Bonjour, c’est un grand moment!

After Arabic support, Issue Tracker ticketing application is now available in French. And no, there is no separate, parallel versions. Instead, the application have cumulative multilingual support in one single package. So, one can change the language in a single click. It is as simple as that!

IT workers around the world have spoken, and they are not all speaking English. In fact, a quarter of our revenue originates from outside the English speaking regions. In light of this revelation, it has been our endeavor always to have support for as many languages spoken around the world in our solutions. It has been our policy to think ‘global’ from day one, especially when the product’s country of origin does not matter to consumers. Because of this aspiration, we had recently launched ‘Language Partner Program’ whereby one can become a volunteer in translating one or more of our products in one’s native language. In return for their contribution and service, we provide our language partners with a variety of benefits and rewards such as free enterprise license to our products, life-time support etc. You can read more on our ‘Language Partner Program’ in my previous blog http://www.bahrur.com/?p=372. One such partner is Nicholas Clement and their team who had given their valuable service in translating our Issue Tracker application to French. We express our thanks and gratitude for their contribution.

Team Issue Tracker: ribbon in the Outlook explorer window

Team Issue Tracker: the inspector window of the email in Outlook

Team Issue Tracker: The ticket form used in Outlook to raise a new ticket to SharePoint directly.

Team Issue Tracker: The helpdesk settings data source panel

Team Issue Tracker: The mapping of fields between Outlook and SharePoint

Team Issue Tracker: The email templates manager console

Team Issue Tracker: The admin settings console

Team Issue Tracker: The personal prefences panel. Here in the last tab, notice that you can switch the language to be used in the UI by selecting one from the drop down. for example, French

Team Issue Tracker: The ticket search tool

You can also be our language partner and translate our product to your language and receive many benefits. Read more http://assistmyteam.net/CommunityService/LanguagePartners.asp

 

Our clienteles are located mostly in the English-speaking world. And so far, I had not been proactive enough to extend support for internationalization in our solutions. The obvious reason being the high cost factor associated with professional translation services. Moreover, our products keep on evolving which means new patches and changes would need to go back to the same translation mechanism. In short, this recurring relationship comes at a high cost and effort, something we don’t have the capacity for at this juncture. However, recently I was analyzing the annual reports of problem areas reported from our users in our archive emails of our mailbox. And to my surprise, 18% of the queries were related to native language support in our apps. And assuming those who wrote to us were a marginal minority, I would imagine the vast majority of non-English users would have simply moved on to search for another similar solution. So, the fact that nearly a fifth of potential non-English customers contacted us is enough to instill a reawakening in our approach towards supporting internationalization in our products.

What is Language partners program? It is a way for one to become a volunteer in translating one or more of our products in one’s native language. Our language partners help us translate our products into the diverse languages people speak across the globe. They do so by lending us their language and communication skills. In return for their work and time, we provide our language partners with a variety of benefits and rewards such as

  • FREE enterprise license (unlimited seats) for use within your organization only for the product being translated.
  • FREE life-time upgrades to new versions
  • FREE life-time support subscriptions
  • Recognition on our Language Partners web page, including your name, a brief profile (optional) and a complimentary link to your website (if you have one)

So, what are the requirements to becoming a Language Partner? Not much actually..

  • You must be a native speaker of a language other than English, along with a thorough understanding of how to read and write in your native language.
  • You must be able to speak, read and understand English well enough that our team can communicate with you.

After applying to our Language Partners Program, your request will be reviewed. If you are selected, I will be in touch with you and will ensure you are provided with all the files and tools necessary to start the translation process.

What are the products for which we are seeking language partners for? Currently, the products for which we invite language partners are:

Our localization effort was first initiated with ‘Team Helpdesk for Outlook‘ and today, it supports 8 European languages – Español, Norwegian, Dutch, Deutsch, French, Finnish, Swedish and of course English. This multilingual support is only possible because of valuable contribution from our own users based in these regions, who volunteered to translate the English phrases to their corresponding native language. I have come to realize that our own customers are more than eager to help us out in translation because the values and solutions provided by our products are unmatched. Moreover, their working policy and culture is based on their native language and so are the applications they come to rely on.

The most recent language support added is for Arabic in ‘Team Issue Tracker for Outlook & SharePoint‘. Unlike other European languages that are based on Latin, languages such as Arabic, Hebrew etc. are not. Simply put, it requires more work and effort to work with unicode characters. To give a preview, here are some screenshots

1. The Explorer Ribbon interface in Outlook 2013

in English

in Arabic

 

2. Ticket form in Outlook

in English

in Arabic

 

3. The Administrator console panel in Outlook

in English

in Arabic

Meeting the needs of our international customers means ensuring our products are properly translated into their native language. To be able to do this, I am counting on our Language Partners Program and hope this relationship would be a win-win situation for the participating volunteers and for our products in getting a wider audiences. If you or your organization would want to join this program, please do write to me and I will be happy to offer you whatever I can in return for your valuable time and effort. To learn more, visit the language partners page

 

Today, 64 bit processors are found in most of our consumer and business systems. Because of its inherent capacity to support more virtual and physical memory than 32-bit ones, business users now can work with larger documents and files to perform big computation. So no wonder when Microsoft released the first native 64 bit Office 2010 some 3 years back, it was a defining enhancement for the power users and data analysis experts, as it allows to access more than 2 gigabytes of addressable memory. Office 2013 is the latest release to have both 32 bit and 64 bit versions. Though a 64 bit office provides the advantage of using larger memory, the downside is that most application extensions such as third party add-ins, Active-X controls and other in-house solutions build on earlier versions of office are incompatible on 64 bit native office applications. This is one of reason why Microsoft recommends most users to install 32 bit version of Office by default.

So why am I stressing on the 64 bit Office suddenly? Yes, now we have a new release of our mailbox ticketing solution (Team Issue Tracker for Outlook & SharePoint) that works seamlessly on both 32 bit and 64 bit native versions of Office 2010 and 2013. The old COM based add-in was totally overhauled and then ported to .NET framework (3.5). Now, you are no longer forced to use the 32-bit version of Microsoft Office/Outlook, just because you want to use our ticketing solution. The new Issue Tracking add-in version works with your 64-bit Microsoft Outlook. And how can you find out if you have 32-bit or 64-bit of Microsoft Outlook? Very simple, open Outlook  and go to File > About Microsoft Outlook. And in the About dialog box, 32 bit or 64 bit is appended at the end of the title.


About Microsoft Outlook dialog box showing 32 bit or 64 bit

Developing a solution to be used in both 32 bit and 64 bit Office applications are not only mired with compatibility issues, but also the headache of maintaining separate builds and installation medias for each Office version. And note that, the older version of Issue Tracker was programmed extensively with legacy codes that were exclusively for 32 bit platforms. And that didn’t make our life easier. No doubt, it was a considerable effort making the switch but well worth the time and investment as newer Office releases will ultimately do away with the ActiveX and COM based in-process applications. Moreover, the inclusion of Visual Basic 6 run-time in newer Windows (9 and above) is most unlikely. So, for us. the switch has allowed us to use and capitalize the various components and services available in.NET framework in our existing products. And the end result is a product that is much more user friendly, features packed and able to fully exploit the new ribbon interface.

The Issue Tracker ribbon buttons in Outlook 2013 64-bit

Another enhancement is the grid control. The new release uses a native .NET grid 3rd party component which is a big improvement from the older grids. Support for new data types such as bar codes, images, sorting of columns, spanning of cells etc. are some of them. Furthermore, the new looks is in ‘sync’ with the looks and feel of Office user interface.

The new .NET grid

A single universal installer is used for both 32 bit and 64 bit. All you need to do is run it and the windows installer would automatically perform the required installation based on the version of your Office.

To learn more about ‘Team Issue Tracker for Outlook & SharePoint’, refer to the product page
To learn more about the changes and fixes done in the new release, refer to Version history page

 

 

(This is the second part of the previously published blog ‘Overcoming the limitation of SharePoint based Issue Tracking system – Part I’. You can find the first part here)

I wonder how a support team can work together and collaborate on issues without some form of tracking and ticketing mechanism put in place in the organization. And lately, with SharePoint becoming as a preferred repository for sharing documents and enabling collaboration among staffs and workers from within or outside the organization’s network, I am seeing a trend for IT managers to make good use of the inbuilt Issue Tracking template in their SharePoint list, to meet their basic ticket recording and tracking requirements. Well, no doubt, Microsoft SharePoint is very powerful and popular. Just like a sculptor producing a piece of art-work from a raw wood, in the hand of a creative designer, SharePoint can be molded into doing anything they want it to do or, sort of. However, to be that something useful, it requires a good level of customization. And that’s where the problem and its potential pitfall lie. Because, without extensive experience and skills, there is no way one can build the logic of their helpdesk application and integrate their in-house workflows such as importing tickets from Outlook emails into SharePoint. In fact, SharePoint development is a huge business with hundreds of consultants or ‘third parties’ delivering web-parts, add-ons and other SharePoint customizations. And yes, it is certainly an expensive investment.

Well, a SharePoint based issue tracking system is useless if there is no easy way of sourcing and tracking ticket information from emails stored on your Outlook. Further, most trouble tickets cannot be resolved within a single e-mail and response. Feedback from the end-user and suggestions from other technicians or stakeholders often occur and lead to multiple request-response emails in Microsoft Outlook. Moreover, different members from the support teams may provide resolutions during the course of the request. So, in practical scenario, a trouble ticket might have various e-mail versions of the resolution steps, and the ticket should reflect the compete snapshot of these responses and resolutions. The question is, how will these emails from Outlook get updated to the ticket item in your SharePoint list? This is where our expertise and solutions comes into the picture to fill this glaring void! With our Outlook add-in (Issue Tracker for Outlook & SharePoint), you can establish and maintain a live connection between your email clients (Microsoft Outlook) to your SharePoint lists, such that, you are able to simply press a button to raise and log a trouble ticket from the selected email to your Issue Tracking SharePoint list. The generated ticket item in SharePoint will inherit metadata information from the email or sender, such as name, email address, phone number, address, problem description, attachments, and any number of custom fields, your administrator might have deployed.

You may think, just clicking a button to raise a ticket from an email to a destination SharePoint list is a big leap in the efficiency of the helpdesk. However, in a typical service desk environment, where the email is the main medium of correspondence, there is a feel of a ‘disconnect’ between the technicians and the ticket tracking system. The reason being a technician has to manually create and log in new trouble ticket from email and this can be a major drawback if there is considerable emails traffic. Moreover, during off hours, weekends or holidays, support emails will remain unattended in your mailbox, increasing the anxiety and frustration of curious callers. It can increase response time affecting the overall performance of the help desk. So, an ideal issue tracker system should provide a way to automatically log a trouble ticket from an email and assign the appropriate technician who has the relevant skill to resolve it.

This is precisely why our Issue Tracker add-in is designed to operate in automation mode based on administrator defined ticketing workflow. When certain mailboxes or mail-enabled public folders are configured for automation, Issue Tracker will intercept incoming emails and automatically raise trouble tickets to the specified SharePoint list. Contact information is automatically extracted and populated from the emails along with the problem description into the tickets. The generated tickets will also inherit the default problem category, type, status or technician defined for that mailbox/folder in the workflow. As a consequence, automated emails of assignment will also be sent out to the technician. So, no longer you need to manually monitor your mailbox for support requests. Issue Tracker does that all for you in a blink, enabling you to focus and concentrate on resolving the ticket rather than spending on the technicalities of ticketing process. This helps to improve the efficiency, and response time of your helpdesk team.

You’ll be wrong to think that the functionality of an Issue Tracker system ends with the capture and logging of trouble tickets. In fact, the real purpose of an Issue tracker system is to enable tracking of a ticket over several communication loops and responses. But when you and other technicians start working on resolving to your assigned trouble tickets stored in SharePoint lists, unless you have managed to create some specialized web parts and workflows, most likely you would be unable to respond to the caller or other stakeholder from within SharePoint, or set SharePoint to send out notification alerts to the caller or the technician on the ticket progress and escalation. So, what do you do? Open up Outlook and get back to the caller, and when caller replies back, you again update that information into the ticket in SharePoint. Well, just imagine how laborious and manual procedure it is, switching back and forth between Outlook and SharePoint! And not to mention, the risk of making erroneous entry. Our Issue Tracker add-in in Microsoft Outlook overcomes this limitation, by monitoring and tracking incoming or outgoing emails associated with a trouble ticket and accordingly updates the corresponding ticket on the fly.

Talking about the Outlook and SharePoint integration, when the time arises to edit or re-assign to another technician, or add a comment to a ticket, normally, you would do that directly from the SharePoint site. Another way of doing this is from the comfort of your Outlook itself. You can simply select or open the email from which a ticket was raised previously, and press the ‘Edit Ticket’ button and that would allow you to easily edit or update the data into the ticket or add new comment without using your web browser and searching for the particular ticket list item amongst the lot. You can add comments, hours of work done, reschedule the due date and update the status, mark it resolved, in just a single click. If the ticket had been resolved already, and if the caller contacts the helpdesk to inform about the problem resurfacing again, you will have to reopen the ticket. In such a case, you can un-check the ‘Mark As Resolved’ option and update the ticket. Doing so, it will trigger a case reopening notification alert, which Issue Tracker add-in will send out to the assigned technician.


Would not it be nice, if you were to be able to see all the tickets that were assigned to you, from Outlook, and even work and update the ticket from within? From the ‘My Tickets’ panel, the tickets assigned to you are listed in tabular form with detail information on other columns. When you select a ticket from the list, based on the state of the ticket (ongoing or resolved), the actions and tasks that can be performed on the ticket are enabled. From within your Outlook, you can quickly reply to the caller, choose a relevant KB article to embed to the reply, forward to a third person or stakeholder, edit and comment to the ticket, mark as resolved or reopen or delete the ticket and more.

If you are the manager, and are assigning the ticket to a technician, Issue Tracker will automatically send out notification alert on the ticket assignment to the technician, and insert due date appointment to the technician’s default calendar as well. Optionally, Issue Tracker will also add or update the due date information of the ticket into an administrator specified dedicated SharePoint calendar.

Your end-users may send you emails on similar issues repeatedly. It is typical of any support team to frequently find themselves trying to solve the same issue time and again. And if you are already aware of the solution, typically, you will try to compose the solution or if you have vague recollection of it, you would try to navigate to your existing document libraries, past emails etc. Just imagine how much time and effort you had wasted in trying to find the right information at the moment of need, not to mention the delayed response to the support request. You wish you could share your knowledge on a centralized information system with other team members so that everyone has the same understanding and are communicating the same message when asked about specific issues! One of the important goals of implementing an issue tracking system in an organization is to minimize the occurrence of recurring issues from their end-users. Our Issue Tracker system includes an integrated Knowledge Base system that allows your helpdesk team to document best practices and solutions to common problems, in the form of KB articles stored on a dedicated SharePoint list. A Question and Answer format is used to intuitively display KB articles. Each article may have any number of file attachments associated, rich-text elements, and hyperlinks to other web pages. All articles are tagged with a related problem category and problem type, so it is easy to find a particular resolution at time of needs.

So, the question is how can technician make use these knowledge base articles in replying to emails? Well, individual technician even need not go back and forth between the email (Outlook) and the KB articles (SharePoint). In the Issue Tracker toolbar or ribbon in Outlook, there are KB buttons, which the technician can use to choose one of this relevant KB article directly for replying to tickets or emails.

A dialog window allows the technicians to browse through the existing knowledge base articles, and select the relevant article to be embedded either as attachment, inline or as URL into the email reply.

Selected KB article can be applied or inserted into the replied email in varied format. You can choose to insert as attachment in the form of a word document (*.doc), Adobe PDF (*.pdf), Microsoft XPS (*.xps) or as single file MHTML (*.mht). You can also embed the selected KB article directly into the body of the email reply. Any inline images and formatting are preserved in its original state in the reply also. Alternatively, if your SharePoint site is opened (i.e., accessible via the web), then you can also insert the hyperlink or URL of the selected KB article into the reply, so that the recipient can simply click the hyperlink to open the relevant article in their web browser.

As these knowledge base articles reside in your SharePoint server, you can allow your end-users access to the KB website so that end-users and customers experiencing technical challenges can self-service the answer to their problem by accessing this web-based knowledge base. Once on the Knowledge Base web interface, end-users may click through the tiered problem categories and type to find articles they are looking for. They can even make use of the SharePoint inbuilt search functionality to query KB articles by keywords. A knowledge base repository acts as an effective knowledge sharing medium, boosting support productivity by leveraging collective knowledge and providing invaluable KB Articles to support technicians in a snap! It also helps in improving the average “First Call Resolution” timing significantly, as technicians find resolution to problems quickly.

Another long term expectation or goal of implementing an issue tracking system in the organization is to be able to re-engineer business processes, reinforce resources and forecast problem areas and exploit all these factors for competitive advantage. Senior managers should be able to perform information mining to seek out trends and other hidden measures such as response and resolution durations. Analyzing these mathematical values for cues are critical to devise an effective strategy for helpdesk best practices. In a nutshell, an ideal issue tracking system should aid in extracting mission critical information and intelligence that will enable better decision- in the team and organization. In our Issue Tracking system, we have implemented two kind of reporting tools – Summary Reports generator and OLAP Statistics and Reporting.

With the Summary Report tool, managers can generate summarized reports on support tickets based on different time interval. It appraises on the current happenings on the helpdesk and enables tracking the progress of tickets. It provides an overview about when tickets are logged, due, worked and resolved over a period of time. Any fields can be selected for inclusion into the reports which can then be exported to Excel, Text, XML or HTML web page or printed for sharing and easy distribution.

The OLAP tool on the other hand, provides statistics on trouble tickets from the SharePoint lists. It supports displaying multidimensional data structures in grids, charts and graphs and support most common operations such as pivoting, drill down/slice and dice, filtering etc. This gives managers a unique opportunity to analyze their helpdesk data – slice and dice performance data to seek opportunity, drill down into trouble spots to reinforce and strengthen policies. It also provides various inbuilt reports specific to Issue Tracker tickets. Helpdesk managers can also easily create and save their user-defined reports for future references. Any report, chart, grid or graph can be saved to PDF, images, web pages or printed.

Therefore, in addition to providing a mechanism to resolve customer problems, our Issue Tracker system provides senior IT managers with statistical information and understanding that aid in the decision-making process concerning the whole of help desk, and the organization as a whole.

I know, I have gone a bit lengthy on writing this particular blog, but I believe it was necessary, as we have put considerable amount of time and efforts in the development of this application (Issue Tracker for Outlook & SharePoint). The fact is, there are whole lots of other features which I have not covered in this blog, doing which would have turned this blog into a journal of some sort. Anyway, if you want to get first insights and learn more on our issue tracking system, watch out the video demonstrations.

Product Summary:
Title: Issue Tracker for Outlook & SharePoint (Team Edition)
Website: http://www.assistmyteam.net/IssueTrackerSP/
SharePoint: WSS 2.0, WSS 3.0, MOSS 2007, SharePoint 2010 (Foundation and Enterprise), Office 365 SharePoint Online and any other cloud based SharePoints
Outlook: Outlook 2003, Outlook 2007 and Outlook 2010 (32 bit Office 2010 only).

Part-I: Administrative Installation & Configuration

Part-II: Technician Installation & Raising tickets to SharePoint

Part-III: Editing and Searching tickets from Outlook

Part-IV: Configuring a KB SharePoint list, use KB articles to reply to emails and tickets

Part-V: Embedding ticket due date appointment to Outlook or SharePoint calendar

Part-VI: Generating Reports and Statistics from trouble tickets

© 2013 bahrurBlog AssistMyTeam SMB Solutions