First Published: 18th January 2017
Latest Minor Updates: 27th
Feb 2017 (Refer below)
What's new in
New revamped 'Cases
Search' tool. A variety
of search parameters are predefined to help
you find your cases easily and quickly. You
can also limit the search to your assigned
cases only by choosing 'My Cases'
scope. You can directly reply to existing
case, or send a KB, or re-open, close (mark
complete) or print or export cases to files.
Time Period: Choose a time
period from the followings under which the
search will be confined:
Report Type: Choose a report type from
the predefined ones below:
Cases Response Date
Cases lapsed - Due Time
Cases lapsed - Response Time
Cases with SLA Breach - Due Date
Cases with SLA Breach - Response Date
Cases with no Due Date
Cases with no Response Date
Cases with no Service Level
Cases with no Caller
Search By: Further refine the search
by filtering through keywords or using one
of the following helpdesk fields -
Technicians, Status, Problem, Service level,
Caller, Department, Company, Priority,
Origin, Assets or Author.
Group By: You can choose to group the
cases either with: Technicians, Status,
Problem Category, Problem Type, Service
level, Caller, Department, Company,
Priority, Origin, Assets or Author.
Each case in the search result is color
coded to reflect the current state of the
case such as if it ongoing, completed, over
due or has breached SLA. Now, you can easily
recognize which cases require the utmost
attention, and plan actions and allocate
With this version, you are free to choose
which particular helpdesk fields/columns
show up in the search result and report.
Just click the 'Fields' button, and choose
the wanted columns to include.
You can re-arrange the columns by
drag-and-drop to get the kind of view you
want. And the display order of the columns
will be retained in subsequent sessions.
You can export cases to files in the
following document types:
Adobe PDF, XPS, Word 97-2003 DOC, Word
2007-2016, DOCX, RTF, ODT or HTML.
Multiple cases can be batch exported. Just
select multiple cases from the list and
choose one of the document type to export
to, and the batch wizard will perform the
You can control what case data are
included in the files by customizing the 'Print'
template under Team Helpdesk Manager >
Templates Manager. For example, place
the variable 'SCO_CASEDESCRIPTION' in the
Print template such that the exported file (eg.
pdf) contains all the consolidated
conversations (body) from the case item
including inline images.
New Summary Reports
tool allows for Four modes
of views or editing.
List, HTML, HTML Editable and
It uses the same sets of
search filters discussed above.
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 case was
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
3) Open Duration -
interval between when the
case was raised and the
4) Resolution Duration
- interval between when the
case was raised and when
it was closed/completed.
5) Breach Duration -
interval between when the
case was due and when it
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
on other tabs - HTML, editable HTML and
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
form, toolbars and icons - for better
utilization of space and to give more sense to
the UI and workflow.
section now moved to the main tab page for quick
Added a new
button 'Reset link to Case' in the
toolbar. This button will be visible when you
select any email that has a case ID (with or
without Prefix code) in the subject. Clicking it
will remove the references of the case from that
email. You can then raise a new case from that
Existing case' is now available in two
Through Search - The selected emails will be
added to the chosen case in the search panel. If
you don't know the case ID to which you want to
update the emails to, use this method to search
for cases that meet certain criteria and from
which you can choose one quickly.
Through ID - If you already know the Case ID to
add the selected emails, you can enter it to
process emails with invalid/non-existence prefix
code' under Team Helpdesk Manager > Case
Options > Case ID and Prefix Code tab. If
this option is enabled, it will force the add-in
to not process those emails that contains ID tag
from another helpdesk (by comparing the prefix
code). i.e., if the prefix code does not exist
(from the subject line) in the current helpdesk
settings, that email will not be processed. And
such email can then be added to an existing case
through the 'Add to existing case' menu
option in the toolbar.
allocation/de-allocation process tweaked for
increased performance and responsive
Update of 27th February 2017 (v10.0.3.226):
Added 'Default Time' option under
Personal Settings > General tab, so that
each technician can choose the default time
(in minutes or hours) that would be
pre-chosen when adding new time spent
entries in the case form.
When you add new time spent entry in the
case form, the duration value will default
to the chosen time in your Personal
Added 'Show helpdesk context menu on top'
option under Personal Settings > User
Interface tab, so that each technician
can set their preference for the placement
of the helpdesk context menu in topmost or
For instance, when this option is enabled,
the helpdesk menu items appear at higher
position in the context menu (right-click
If the option is unchecked, the helpdesk
menu items appear at the lowest position in
the context menu.
When an existing case which is in
conflict state is previewed or opened, or
auto-updated by the add-in, the following
error message might be displayed, along with
the KB article that explains for a possible
fix to the conflict.
However, if you had configured Team Helpdesk
to auto process incoming email replies to
existing cases that are in conflict state,
the dialog box above will prevent the
manager add-in from further monitoring or
processing new emails unless you exit the
dialog box manually. This is now fixed by
bypassing the error dialogs when the
conflicted cases are updated in automation
mode, so that at least, the manager add-in
(that is responsible for automation) can
ignore the error on those conflicted cases,
and continue raising new cases or updating
emails to other normal cases.
To fix conflicted cases, refer to this KB
How to fix the error 'One or more items
in the folder you synchronized do not
Update of 23rd February 2017 (v10.0.3.225):
Added two buttons to place the case form
left or right side.
"You are not authorized to use this object.
Set AuthKey property first".
Update of 18th
January 2017 (v10.0.3.214):
Case form disappeared while opening cases.
If Outlook is restarted, the form
re-appears, but after sometime, how the form
disappear when opening some cases.
Caller name or email address in the case is
shown in Exchange format (x400 string)
instead of display or SMTP address.
Update of 31st
January 2017 (v10.0.3.217):
Agent add-in crash in Outlook 2010 when you
open and save/close a case form.
'Reset Link to Case' don't work on
certain emails that have both Prefix code
and Case ID in the subject.
the new version now!