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Revision 6.X

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First Published: 30th December 2016
Recent Update: 29th Oct 2018

Changes & Fixes as on 29th Oct 2018 (Version 6.3.421.0)
 

bullet FIXED: Because of a recent update of Microsoft Office, your ticket form in Outlook might not allow you to add/edit comments nor insert new attachments to existing ticket.
 
bullet ADDED: A new button 'Edit...' is added to the ticket form to switch to edit mode (in the case you are unable to edit existing comments or add new attachments back to the ticket).

 

Changes & Fixes as on 19th Sept 2018 (Version 6.3.420.0)
 

bullet FIXED: Because of a recent update of Microsoft Office, your ticket form in Outlook might display as blank and there might be a separate popup panel where the ticket fields are shown. We have applied a quick fix to this issue with this update.
 
bullet FIXED: Outlook crashes when navigating/clicking to certain Outlook folders.

 

Changes & Fixes as on 5th April 2018 (Version 6.2.22.412)
 

bullet

FIXED: When raising a new ticket, even if you had set a value for 'Due Date', it may appear blank in the SharePoint list ticket.

 

Changes & Fixes as on 26th March 2018 (Version 6.2.22.408)
 

bullet

FIXED: When your SharePoint list has more than 5000 ticket items, the Issue Tracker add-in throws an error when running Report or OLAP with the message:

The attempted operation is prohibited because it exceeds the list view threshold enforced by the administrator.
 


Changes & Fixes as on 18th February 2018 (Version 6.2.22.403)
 

bullet

ADDED: New feature 'Associated Users' tab in the ticket form. Associated users are recipients who hold stakes to the ticket and consequently, can be allowed to receive caller and technician specific notifications. These recipeints can also be configured to be CC'ed when reply to caller from the ticket form in Outlook.



When raising a new ticket from an email, and if that email contains CC recipients too, the add-in can be configured to add and populate these CC recipients from the email to this 'Associated Users' field of the new ticket. You will need to enable this option 'When raising a new Ticket from an Email, add CC recipients as Associated Users' under Outlook > Inbox > Issue Tracker toolbar > Team Settings > Advanced Preferences > Group Alerts tab. For the add-in to also send out caller's or technician's notifications or both, enable the corresponding options.



Consequently, a new field 'Associated Users' is available in the mapping tool options. For the 'Associated users' feature to work, the adminstrator will need to map this 'Associated Users' field to a SharePoint field (of note type) for all the configured and linked SharePoint lists under Outlook > Issue Tracker toolbar > Team Settings > Configure SharePoint Ticket Lists.



Additionally, when you reply to the caller from the ticket form in Outlook, the add-in will also CC these associated users automatically. Lastly, this new field 'Associated Users' is available in search, summary reports and OLAP statistics.
 

bullet

ADDED: New feature to disable certain helpdesk fields and controls in the ticket form from non-admin technicians i.e., from those users who had installed the Issue Tracker technician add-in.


 

bullet

FIXED: When you had enabled the Option 'Upload Outlook mail item as MSG file attachment within the SharePoint Ticket Item' under Outlook > Issue Tracker toolbar > Team Settings menu > Advanced Options > Attachments tab, tickets raised from emails have a zero (0) ID tagged in the MSG attachment file (in SharePoint) as well as in the subject of the processed email.
 

bullet

FIXED: Incoming replies from callers on existing tickets or outgoing responses to callers are no longer processed and updated by the issue tracker add-in.
 

bullet

FIXED: When updating an existing ticket in SharePoint by the add-in either when a new reply is received or send, or when adding an email to an existing ticket, if the email contains any attachment file that already exists in the SharePoint ticket item (i.e, bearing the same filename), the add-in does not attach that new attachment file to the SharePoint ticket. This has been fixed in the new version. Now, when the add-in encounters an attachment file from the email that already exists in the SharePoint ticket, it will compare the file size. If the file size match, the original attachment in the SharePoint ticket is left intact. However, if there is a mis-match, the add-in will overwrite the existing attachment file with the new one from the email in the SharePoint ticket.
 

bullet

FIXED: 'Reply to KB' dialog does not show all the KB articles from the SharePoint list. This has been fixed in this version.

 

 

Changes & Fixes as on 6th February 2018 (Version 6.1.21.399)
 

bullet

ADDED: New Option 'Hide pop-up confirmation messsage' under Outlook > Inbxox > Issue Tracker toolbar >.My Options menu > My Preferences > General tab. When enabled, any pop-up confirmation message from the add-in will be hidden.


 

bullet

FIXED: Fixes the issue where sometime, the email after bring processed to new tickets, lands up having a prefix code tag with 0 as ticket ID.

 

Changes & Fixes as on 30th January 2018 (Version 6.1.21.397)
 

bullet

ADDED: Faster loading time when raising tickets from Outlook to SharePoint.
 

bullet

FIXED: Fixes the issue with ‘Access Denied’ error message from the login dialog box of the add-in when trying to input or browse to the SharePoint site.

 

Changes & Fixes as on 23rd February 2017 (Version 6.1.21.375)
 

bullet

ADDED: Added two buttons to place the case form left or right side.


 

bullet

FIXED: "You are not authorized to use this object. Set AuthKey property first".

 

Changes & Fixes as on 19th February 2017 (Version 6.1.21.373)
 

bullet Added context menu option (i.e., when you right-click any email in your Inbox) for quick actions - to raise new tickets from chosen email, to add that email to an existing ticket, or to reply that email with a KB article etc.



When you select an email that has a ticket ID in the subject (e.g., email responses from the caller), the menu options changes accordingly to make available actions that you can perform on the existing ticket, such as making changes to the ticket, or marking it as resolved or disqualify (reject).



 
bullet Some Issue Tracker toolbar ribbon buttons are re-organized to occupy less space in the Outlook explorer window. For instance, when you select an email in Outlook Explorer window, all the possible chain of actions on the associated ticket is placed under the 'Edit Ticket' menu - Reply to caller, Add comment/Edit Ticket, Open ticket in web browser, Mark resolved and Reject.


 
bullet Added 'Mark Resolved' button under 'Edit Ticket' menu in Issue Tracker toolbar to make it easier to quickly mark an issue/ticket as completed without opening the ticket form in Outlook from SharePoint and marking complete. A prompt dialog box allows you to choose if to send the auto notification to the caller and if so, you can also choose to customize the notification (say, if you need to add some further information specific to that ticket or caller).



If the 'Allow me to modify the alert before sending' option is enabled, you will be able to customize the notification or add additional information, attachments etc, before you can send it to the caller.



 
bullet Added 'Reject' button under 'Edit Ticket' menu in Issue Tracker toolbar to make it easier to disqualify or reject a ticket without opening the ticket form in Outlook from SharePoint and rejecting it. A prompt dialog box allows you to choose if to send the auto notification to the caller and if so, you can also choose to customize the notification (say, if you need to add some further information for the caller as to why the support request was rejected).



 
bullet Added 'Mark Resolved' button in the ticket form in Outlook - to mark complete to an ongoing ticket. You will be prompted if you want to send the auto-notification to the caller, and optionally, if you want to customize the email before sending (may be to provide some additional information to the caller)


 
bullet Added 'ReOpen' button in the ticket form in Outlook - to reopen any resolved ticket



 
bullet Added 'Reject' button in the ticket form in Outlook - to disqualify an ongoing ticket. You will be prompted if you want to send the auto-notification to the caller, and optionally, if you want to customize the email before sending (may be to provide some additional information to the caller on why it was rejected).


 
bullet Added 'Accept' button in the ticket form in Outlook - to qualify a rejected ticket. By default, new ongoing cases are qualified.



 
bullet Added 'Reply to Caller' button in the ticket form for quick response to the caller on the ticket in Outlook.
 
bullet Auto-Suggest and Auto-Complete features added to all drop down fields in the ticket form, search and summary reports panels.


 
bullet Added 'Check validity of your Support Contract' under Issue Tracker toolbar > Help menu. When clicked, it will show the support validity of your license.



Your support subscription details including the product name, license type, expiration, and how many times the license was activated etc, are shown. If your support subscription had expired, the page also allows you to renew the subscription by purchasing a contract.


 
bullet Fixed the bug (confined only to Windows 7 or earlier OS) in Search/Summary Reports where you were unable to choose a SharePoint list from the drop down from which search/report is to be queried.


 

Changes & Fixes as on 13th January 2017 (Version 6.0.20.370)
 

bullet  If your SharePoint environment is configured to use a claims-based identity model to control access, as part of the Single Sign On (SSO) realm, our add-in requires that you specify the Active Directory Federated Service (ADFS) information into the login dialog, so that the add-in can negotiate and logon to the STS server (also known as Security Token Service). This information is in two parts - the ADFS web url (eg. adfs.company.com) and the 'Realm' part (which is basically a URN of your sharepoint that was specified when setting up a relying party trust (RPT) in AD FS. This realm is in the format of 'urn:a:b' where 'a' and 'b' are two parts you need to specify in the login prompt. For example, if 'a' is 'sharepoint' and 'b' is 'portal', the actual URN will be 'urn:sharepoint:portal'.

If you don't specify a realm URN or enter an invalid one, you get the following error when trying to connect Issue Tracker addin with SharePoint that uses a federated identity authentication or ADFS: "ID3082: The request scope is not valid or is unsupported."

To fix this, we have now added the possibility for the user to enter this realm urn in the login dialog box.



For more on this AD FS and URN realm input, please refer to this KB article #424 
 
bullet FIXED: When updating an existing ticket in Outlook, the assigned technicians is lost (empty) in the SharePoint ticket item.
 

 

Changes & Fixes as on 22nd December 2016 (Version 6.0.20.362)
 

bullet Added support for resizing the ticket form in Outlook. This comes handy if your display is set to scale up (i.e., not in 1:1)


 
bullet Fixed the issue with Outlook 2010 crashing when raising or updating a ticket from Outlook.

 

Changes & Fixes as on19th December 2016 (Version 6.0.20.360)
 

bullet Added context menu in Search Panel for quick action (i.e., right-click a ticket and you will get available options to operate on the ticket)
 
bullet Under Team Settings > Advanced Options > Tickets tab, a new option 'Allow Helpdesk action workflow on multiple selected tickets in Search panel' is added. Enabling it, will allow you to perform batch operation on multiple selected ticket items in the Search panel, such as marking resolved, or re-opening closed tickets etc. on the selected tickets in single click. If this option is not enabled, no action will be executed when multiple items are selected.
 
bullet Under Team Settings > Advanced Options > Tickets tab, added new option 'When raising tickets from multiple emails, allow pre-filling on ticket form on upto' with default value of 1. To pre-fill information on multiple tickets raised from emails, here you can set the number of tickets that will be displayed before they are generated in the chosen SharePoint list. For instance, if you set value 3, when you choose 3 emails to raise tickets, all 3 will be displayed in their respective ticket form in Outlook so that you can pre-fill further information to the tickets before they are generated in SharePoint. However, if you choose 5 emails, it will allow you to pre-fill on the first 3 emails (i.e., 3 ticket forms will show up in Outlook), and the rest (2 tickets) will be directly/instantly generated in the SharePoint list.
 
bullet Under Team Settings > Advanced Options > Automation tab, there is a new option 'Save Callers detail in this SharePoint Contact List'. Enable this option to maintain a contacts list in SharePoint. If you already have an existing Contacts list in SharePoint, you can specify it here and you will be able to choose a contact and its information from the ticket form directly. And if you enable the sub-option
 'Automatically save callers detail to this SharePoint Contact list', new contact from the ticket form in Outlook (that does not exist in this SharePoint Contacts List) will be created in this Contacts List.
 
bullet FIXED: Automatic email alerts are not sent when a ticket is completed, re-open or escalated.
 
bullet FIXED: SLA breach is not triggered on due date lapse or respond date lapse.
 
bullet FIXED: Clicking 'Self' button to assign yourself to the ticket in Outlook shows 'SELF' as the assigned user in SharePoint ticket item.
 
bullet FIXED: Caller email address in the ticket is shown in Exchange format (x400 string) instead of SMTP address.
 
bullet FIXED: If the option 'Allow Technician to fill their own problem category and type value' or 'Allow Technician to fill their own problem status value' are enabled under Team Settings > Advanced Options > Tickets tab, and when you raise or update a ticket from Outlook, the SharePoint ticket may show empty values for the problem category, type and status fields.
 
bullet FIXED: Team Issue Tracker Helper: 6.0.20.358
In Outlook version: 15 (x86)
At Line: 330
In Function: EmptyTicketData.PopulateToLocalVariables
Source:
Exception Description: Conversion from type 'String()' to type 'String' is not valid.
Exception Number: 13
OS:6.1.7601.65536 (Win32NT)
Outlook Version: 15
Additional Info:
 
bullet FIXED: Team Issue Tracker Helper: 6.0.20.359
In Outlook version: 14 (x86)
At Line: 10
In Function: adxTicketForm.cbRaiseUpdateIssue_Click
Source:
Exception Description: Object reference not set to an instance of an object.
Exception Number: 91
OS:6.1.7601.65536 (Win32NT)
Outlook Version: 14
Additional Info:

 

 

Error Fixes as on15th December 2016 (Version 6.0.20.358)
 

bullet FIXED: New tickets when raised from Outlook form by clicking 'raise' button does nothing.
bullet FIXED: Custom field values from the ticket form in Outlook are not populated/saved in the SharePoint ticket.
 
bullet FIXED: Team Issue Tracker Helper: 6.0.20.356
In Outlook version: 14 (x86)
At Line: 130
In Function: cCSOM.UpdateList
Source:
Exception Description: Access denied. You do not have permission to perform this action or access this resource.
Exception Number: 5
OS:6.1.7601.65536 (Win32NT)
Outlook Version: 14
Additional Info:

 
bullet FIXED: Team Issue Tracker Helper: 6.0.20.356
In Outlook version: 15 (x86)
At Line: 330
In Function: SharePoint.GetAssignedTechnicianFromSharePointTicket
Source:
Exception Description: Ungültige Konvertierung von Typ String() in Typ String.
Exception Number: 13
OS:6.1.7601.65536 (Win32NT)
Outlook Version: 15
Additional Info:  
 
bullet FIXED: Team Issue Tracker Helper: 6.0.20.356
In Outlook version: 15 (x86)
At Line: 110
In Function: cCSOM.AddAttachmentThroughCSOM
Source:
Exception Description: Der Remoteserver hat einen Fehler zurückgegeben: (500) Interner Serverfehler.
Exception Number: 5
OS:6.1.7601.65536 (Win32NT)
Outlook Version: 15
Additional Info:  
 
bullet FIXED: Team Issue Tracker Helper: 6.0.20.356
In Outlook version: 15 (x86)
At Line: 190
In Function: mSharePoint.GetUsersFromSharePointFieldValue
Source:
Exception Description: Das Objekt des Typs "System.Collections.Generic.List`1[Microsoft.SharePoint.Client.FieldUserValue]" kann nicht in Typ "Microsoft.SharePoint.Client.FieldUserValue[]" umgewandelt werden.

Exception Number: 13
OS:6.1.7601.65536 (Win32NT)
Outlook Version: 15
Additional Info:
 

bullet FIXED: Team Issue Tracker Helper: 6.0.20.356
In Outlook version: 15 (x86)
At Line: 1700
In Function: TicketData.LoadFromItem
Source:
Exception Description: Object reference not set to an instance of an object.
Exception Number: 91
OS:6.1.7601.65536 (Win32NT)
Outlook Version: 15
Additional Info:  
 
bullet FIXED: Team Issue Tracker Helper: 6.0.20.356
In Outlook version: 16 (x64)
At Line: 60
In Function: cCSOM.AddDummyAttachmentThroughListService
Source:
Exception Description: Server was unable to process request. ---> Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED))

Exception Number: 5
OS:6.2.9200.0 (Win32NT)
Outlook Version: 16
Additional Info:
 

bullet FIXED: Team Issue Tracker Helper: 6.0.20.356
In Outlook version: 14 (x86)
At Line: 50
In Function: adxTicketForm.cboProblemStatus_DrawItem
Source:
Exception Description: InvalidArgument=Value of '0' is not valid for 'index'.
Parameter name: index
Exception Number: 5
OS:6.1.7601.65536 (Win32NT)
Outlook Version: 14
Additional Info:  

 

12th December 2016 (Version 6.0.20.356)
 

bullet Requires .NET Framework 4.5 or higher.
bullet Supports Microsoft SharePoint 2010, 2013 and 2016 as well as SharePoint Online.
bullet Support various authentication mode, such as Forms, NTLM with or without ADFS, Single Sign On (SSO), Office 365 etc.
 
bullet New Ticket form integrated seamlessly in Outlook. Ticket form in Outlook consists 3 sections
1) Issue Info - All the ticketing fields including custom fields (if defined) are shown in this section. You can choose agents to assign the ticket, enforce service level, change due date or update the issue status or add new conversation etc. of the SharePoint ticket item - from the comfort of your Outlook.

2) Related Issues - This section shows those tickets that share a common trait such as any other tickets from the same caller, or company or domain from the past.

3) Related KBs -  This section shows KB articles that belong to the same problem category and type as that of the ticket. If the support request is for an issue for which a KB article already existed that addresses it, you can re-use it and reply with the solution back to the caller.

You can make use of the Outlook's inbuilt features such as fonts, styles and other tools to format the ticket information, insert images, tables or links and attach files etc., before it is published/updated to SharePoint.



And if you are on a call with your customer, and need to raise a new ticket on the reported issue, instead of filling the caller detail, you can choose to import the contact information from your Address Book (or Global Address List) or from your SharePoint site.

 
bullet Similar to the ticket form, the KB article form is also integrated seamlessly in Outlook. Use Outlook's inbuilt features such as fonts, styles and other tools to format the KB article information before it is published/updated to SharePoint. You can add images, tables and attachments (just as you do in emails) and when you publish/update, the KB article item in chosen SharePoint List will carry over the formatted content including images and attachments.



 
bullet Added Service Level Agreements (SLA) support
A service-level agreement (SLA) is a contract between a service provider such as a company helpdesk and a customer that specifies, usually in measurable terms, what services the provider will furnish. It is now widely accepted that service provision and receipt should be governed by an agreement. This is essential to define the parameters of the service, for the benefit of both the provider and the recipient. More importantly, it should have a guaranteed response or resolution time for incidents (trouble tickets). For example, a SLA between Webhosting Company and its customers could be – 2 hrs response time.

Starting with version 6, Issue Tracker add-in allows your service desk to apply custom Service Level Agreements to each trouble ticket. Any breach of a SLA on a ticket will automatically trigger the add-in to send email alerts to the assigned technician as reminders or to their managers/superiors for further escalation.

You can define and configure the service levels under Outlook > Issue Tracker toolbar > Team Settings > Service level Agreements



Helpdesk Service Hours - This feature enables administrators to specify the service days and hours optionally, their helpdesk operates. With this defined, any automatic assignment of response date or due date to tickets, including those triggered by an enforced Service Level Agreement (SLA), would dynamically adjust to fall within the service days and hours of your helpdesk. When a SLA is enforced on a ticket, the response time or due time would be added to the current date/time, plus any helpdesk off-hours such that, the response date or due date of the ticket is always set within the service hours band. This mechanism thus make sure the assigned technician is always available to response and complete the tickets.



In the ticket form (above), administrator can enforce a SLA to a ticket such that the 'Response Date' or 'Due Date' field is adjusted automatically with the response time or due time as defined by the SLA.

In Issue Tracker add-in, SLA is designed around three dimensions or parts:

1) Response time - duration within which the assigned technicians of the ticket should have responded to the caller for the first time (after the ticket was raised). When a SLA is enforced to a ticket, the response time of that SLA would be adjusted (added) to the ticket 'Response Date' field. If the ticket was not attended (i.e., replied to caller) within the stipulated SLA response time, a SLA breach (on response time lapse) would occur and triggering an automated alert to the supervisors.

2) Due time - duration within which the assigned technicians should have closed/completed the ticket. When a SLA is enforced to a ticket, the due time of that SLA would be adjusted (added) to the ticket 'Due Date' field. If the ticket was not closed i.e., competed, within the stipulated SLA due time, a SLA breach (on due time lapse) would occur triggering an automated alert to the concerned supervisors.

3) Priority level (Importance). The priority options are - Low, Normal and High.

To enable automated alert to the assigned technicians and supervisors when the ticket was not answered/attended or completed within response date or due date of the ticket, configure it from Outlook > Issue Tracker toolbar > Team Settings > Advanced Options > Notification tab.



Further more, Administrator can configure Issue Tracker add-in to send out of the automated alerts to technicians when the response/due time has lapsed or when it is about to lapse in few hours ahead. With the latter option, you can have the assigned technicians know about the response time or due time warning well before a SLA breach could occur, thus avoiding escalation to the supervisors. For example, below, the alert on response time lapse on the tickets is set to be sent to the technicians 2 hours before the time will lapse.



 
bullet Added Companies list under Team Settings. You can associate a default service level and technicians to each of the company for automatic assignment to new tickets if company names matches with that from the caller. You can also manually assign these default values for the Service Level or technicians in the ticket form, without needing to know what service level is set for a particular company or which technicians are appropriate to resolve the reported issue.



By default, Issue Tracker add-in allows processing of any emails to tickets. However, if your support policy is only confined to customers from know or trusted companies or domains, you could configure the add-in to only process from emails sent by users from the domain names as listed under the Companies List. And emails from outside the trusted domains would be skipped or ignored. To implement this selective processing policy, the manager needs to define such list of trusted domains under Outlook > Issue Tracker toolbar > Team Settings > Companies List.

By default this selective processing from trusted domains is not enabled. To enable, go to Outlook > Issue Tracker toolbar > Team Settings > Advanced Options > Automation tab and check the option 'Only process incoming emails from domain names listed under Companies List'.



When you or other technicians try to raise a new ticket from an email send from an unlisted domain, the addin will not process and instead a message would be popup that the email sender domain is not trusted.

 
bullet Added Color coding field for Statuses list. This allows you to define or associate a particular color with the status of the ticket for easy recognition and perception towards the urgency of the issue.



Status field with color of the associated status in the ticket form



This color of the status will show up in the Search/My Tickets/Summary Reports tool, as well as in the ticket form.



 
bullet Added the feature to associate a Problem type with a default service level and default Technicians. And these default values are used for automatic assignment to tickets when that particular Problem type is tagged with the ticket.


 
bullet New revamped 'Tickets Search' tool. A variety of search parameters are predefined to help you find your tickets easily and quickly. You can also choose one or more SharePoint lists to search for the tickets, or restrict the search to tickets that are assigned to you only.



In Search panel, you can choose which columns to be displayed and re-arrange the columns. Search panel - ticket entries are color coded to show, which tickets are resolved, ongoing, rejected or which tickets had breached the due date, SLA etc.



 
bullet New Summary Reports tool allows for three modes of views or editing. Read-only, Editable and Excel like Grid. Export reports to Excel or text files. You can control the output of the report, by choosing the fields (columns) and adjusting the width of the column. And the output report (HTML, Grid, PDF etc) will inherit the same columns and width settings



Some useful calculated fields that you can enabled in the report:
1) Raise Duration - interval between when the support request (email or phone call) was received and when the troubles ticket was raised.

2) Response Duration - interval between when the support request was received (email or phone call) and when the first response was made to the caller (by a technician)

3) Open Duration - interval between when the ticket was raised and the current time.

4) Resolution Duration - interval between when the ticket was raised and when it was closed/completed.

5) Breach Duration - interval between when the ticket was due and when it was actually closed/completed.

For finer control over the output of report, you can choose which fields (including custom fields and calculated fields) are to be included in the report. You can sort the items by clicking at the column headers, as well as also re-arrange the columns in the list view according to certain sequence of your choice, and even set the width of the columns. These formatting from the List view panel will be inherited by at the HTML and Grid outputs



Once you get the look and feel of your report, you can then export the report to one of the many popular document formats supported such as Microsoft Excel sheets, Word documents, Adobe PDF, Rich Text or web page etc.


 
bullet Added keywords search feature in 'Reply with KB' dialog box



 
bullet Create new sub-site or list based on various SharePoint templates on the fly from the add-in itself.




 
bullet New notifications added under Team Settings > Advanced Options > Notifications tab
 
bullet New revamp Templates Manager



 
bullet New Tickets or editing existing tickets are temporarily saved under your Outlook > primary mailbox > Drafts folder > Issue Tracker Tickets folder. New predefined helpdesk views added in the 'Drafts > Issue Tracker Tickets' folder (under Current View menu in toolbar)
 
bullet New KBs or editing existing KBs are temporarily saved under your Outlook > primary mailbox > Drafts folder > Issue Tracker KB folder. New predefined KB views added in the 'Drafts > Issue Tracker KB' folder (under Current View menu in toolbar) 
 
bullet Added support for auto creating and auto mapping of helpdesk fields with SharePoint list fields. A menu button 'Auto Create & Map Fields...' is seen in the mapping panel (shown below).



1) For mandatory unmapped fields - Click this option under the ‘Auto Create & Map fields’ menu to create the
mandatory helpdesk fields in the chosen SharePoint list on the fly and automatically complete the mapping.
Mandatory fields are marked/colored in light red. The following fields are mandatory to complete the mapping -
Subject, Issue Conversation, Caller Name, Caller Email, Assigned To, Problem Category, Problem Type, Problem
Status, Due Date, Resolved, Resolved Date
.

2) For all unmapped fields – Click this option under the ‘Auto Create & Map fields’ menu to create all the
helpdesk fields that have not been mapped yet in the chosen SharePoint list and complete the mapping
automatically. If the chosen SharePoint list have any matching existing fields, instead of creating new ones, the add-in will try to use them to map with the helpdesk fields. For instance, if the chosen SharePoint list was created based on the ‘Issue Tracking’, the list already contains predefined fields such as Title, Due Date, Description, Assigned To, Issue Status etc.

3) For the following fields – Click this option under the ‘Auto-Create & Map fields’ menu to choose specific
helpdesk fields of interest that will be auto-created in the chosen SharePoint and mapped automatically.

4) For ‘Caller Name’ field, you can further specify which SharePoint data type will be used to store the caller
information contained in the case in Outlook. For instance, you can choose if the SharePoint caller name field will
store the info as a SharePoint user/group type (assuming the caller exists as a user in SharePoint), or as a plain
text. By default, the ‘Caller Name’ field is set to be used and mapped to a SharePoint text field.



5) For ‘Assigned To’ field, you can also specify which SharePoint data type will be used to store the technician
information contained in the case in Outlook. For instance, you can choose if the SharePoint Technician field will
store the info as a SharePoint user/group type (assuming the technician exists as a user in SharePoint), or as a
plain text. By default, the ‘Assigned To’ field is set to be used and mapped to a SharePoint User/Group field.


 

 
 
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