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Published: (15th March 2011)
What's new in 6.1?
Automatic assignment of
a Technician, Problem Category or Type, and Service Level
support case generated from a monitored
folder or mailbox
Version 6.1 added
the feature to associate a default value for
fields such as Problem Category, Problem
Type, Technician and Service Level to a
monitored folder or mailbox, such that
support case generated from this mailbox or
folder, will have those associated
parameters, automatically assigned. As a
consequence of this dynamic assignment, Team
Helpdesk will send out notification emails
and SMS, to the assigned technician
This automation allows managers to
get rid of manual assignment, and helps to improve the efficiency, and
response time of your helpdesk team.
You can also deactivate the automatic
processing of a particular folder or
mailbox, without needing to remove it from
the list. This may prove useful in
circumstances where you want to cease the
automatic processing of incoming emails into the mailbox or the
you have multiple users with Team Helpdesk
Manager installed, responsibility of
monitoring the mailboxes and folders would
be borne by different users. In the last
column 'Who is Monitoring?', you can now
easily know who is currently monitoring a
particular mailbox or folder.
Received Field* -
In version 6.1 release, the Ongoing and
Resolved Cases Outlook forms are updated to
include the Received field. The Received
field is the date/time the support request
email or call was received.
to the current case - A new button
'Self' is now added to the Support Case
form, clicking which assigns yourself to the
case. With this shortcut, you no longer need
to select your name from the drop down
New 'Reply All to last email', 'Forward
last email' buttons added*
- In the Conversation threading tab in the
Support Case form, you can now perform
"Reply All" and "Forward" to the last/recent
email response received from the caller.
(NOTE that, 'Reply' to the last email button
was already available in version 6.0)
New 'Reply All'*
button added in the Email Preview.
*Requires update of the Ongoing and
Resolved Case Outlook forms to use this
Refer to this KB article for more help.
the new version now!