Team Helpdesk System uses three different forms for the Ongoing Cases, Resolved Cases and KB Outlook subfolders. The following table gives you the specific name of the forms used:
Outlook forms are easily customizable, say to introduce new fields, format fonts and colors or to add rules for data entry. However, we don't recommend that you customize the Team Helpdesk forms extensively except for changing the logo and other cosmetic enhancements. The reason is because each of the component and field used in the form are bound to the Team Helpdesk helpdesk process. So, if you incidentally or intentionally edit or remove any of the component, it might hinder in the proper functioning of the helpdesk. In any case, if you have made modification to any of these Team Helpdesk forms, you can always revert back to the original form by re-publishing the original form to the specific Team Helpdesk folder. These backup files of the original forms and Team Helpdesk PST can be found under the following file folder (let us call it as ' Team Helpdesk backup folder') in your system:
On Windows XP
C:\Documents and Settings\USERNAME\Application Data\AssistMyTeam\Team Helpdesk Manager for Outlook
On Vista and Windows 7
C:\Users\USERNAME\AppData\Roaming\AssistMyTeam\Team Helpdesk Manager for Outlook
(NOTE: This step is needed to be performed only once, on a machine having the Team Helpdesk Manager installed, that too, by the helpdesk administrator, having owner rights on the Ongoing Cases and Resolved Cases folder. Once the forms are updated or upgraded, it is done for all technicians/users of your team)
Follow the steps below to re-install the ongoing case form to the 'Ongoing Cases' subfolder:
Before you proceed, make sure you are the owner of the Ongoing Cases folder
For Outlook 2003, 2007:
Step 1. Right-click Ongoing Cases folder > Properties > Forms tab > Manage
Step 2. In the Forms Manager dialog, click 'Install...' button and browse to the 'Team Helpdesk backup folder'
Step 3. Select FDM type from the drop down filter, to see .fdm files in that folder, and then select 'AMTSupportCase.fdm'.
Click OK to the confirmation message.
For Outlook 2010:
Step 1. Go to Backstage view > Options > Advanced > Custom Forms... button
Step 2. In the Custom Forms options, Click 'Manage Forms...' button
Step 3. In the Forms Manager, Click 'Set...' button on the extreme right
Step 4. In the Set Library To dialog, choose 'Folder Forms Library' option, and navigate through the folders and specify the 'Ongoing Cases' sub-folder. And Click OK.
Step 5. In the Forms Manager dialog, now you will see the 'AMTSupportCase' (in case of Ongoing Cases subfolder) or 'AMTSupportCase.Closed' (in the case of Resolved Cases subfolder) in the box. Now click 'Install...' button
Step 6. Browse to the Team Helpdesk backup folder (eg. under C:\Users\USERNAME\AppData\Roaming\AssistMyTeam\Team Helpdesk Manager for Outlook in Windows 7) and Select FDM type from the drop down 'Filter of Type', to see all the .fdm files in that folder. Select 'AMTSupportCase.fdm' in case you are updating the Ongoing Cases subfolder, or 'AMTSupportCase.Closed.fdm', if you are updating the resolved cases subfolder. (Note, if you had installed a non-English version of Team Helpdesk, then the FDM file name will have the language name appended at the end. eg. AMTSupportCase.German.fdm'). Click 'Open' button to continue.
Step 7. Click OK to the confirmation message.
Step 8. Click OK to the 'Form Properties' dialog.
Step 8. Click 'Close' to the 'Form Manager' dialog to finish the update. Now, goto Ongoing Cases subfolder in Outlook, and try opening a case item. It should not have the new form. If you still see the old form, restart Outlook.
Repeat the same steps above for re-installing or updating the form in the 'Resolved Cases'(using AMTSupportCase.Closed.fdm' or 'KB' (using AMTKnowledgeBase.fdm). Once the particular form is re-installed, you might need to restart Outlook to have Outlook reload that updated/original form.
Depending on the language selected during Managerial install, this FDM file might exist in as AMTSupportCase.LANGUAGE.fdm eg. AMTSupportCase.German.fdm). The followings list all the varied name of the backup files of the forms.
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