Ongoing Cases
This is the most prominent folder where technicians will be working the most! As the name implies, this folder stores all the ongoing cases and, most probably would be most visited and used SupportCalls folder. Any new case, either created manually or generated from out of an email would be stationed here, waiting to be attended to by the assigned technicians. An Outlook toolbar housed various drop downs options and buttons related to these folder items. A custom form (message class 'IPM.Post.AMTSupportCase') is embedded to this folder and by default, any posting to this folder would use the custom form. This folder also comes with SupportCalls specific Outlook views numbering to around 30 or more.

	Search the 'Ongoing Cases' folder for items (support cases) with keywords. The searched result is effectively applied to the Outlook folder view (by means of Outlook filtering) which would result in only displaying those support cases that meet the searched criteria. Click the 'Clear' button to clear the search in the folder view (and revert back to the selected view effectively). Learn more >>
	Show/toggle the advanced search options - Apart from the free text search by keywords, SupportCalls also implements an advanced search and reporting options with an array of filters available to extract only the required support cases quickly within the folder view itself. Learn more >>
	Quick contact menu lists all the possible shortcuts to communicate with the caller/technician (eg. via email, phone call, SMS etc.) and enables the helpdesk managers/technicians to initiate a communication medium in single-click without having to open the respective support case item.
	Create a new empty support request case.
	Mark the selected cases as resolved (closed). Cases marked resolved are then moved to the 'Resolved Cases' folder.
	Delete the selected cases from the folder. If the deleted case has any email replies, they will be also deleted.
	Print the selected cases using the customizable 'print HTML template'.
	Create knowledge base items out of the selected cases. Learn more >>
	Run statistics tool to analyze helpdesk data and get better insights on support cases. Learn more >>
	The 'Ongoing Cases' specific Outlook views are the primary interface with which most technicians will scan through for relevant cases in this folder. The drop down menu lists all the available views for this particular folder. Each view is organized to group and filter support cases to make a particular feature of your information obvious at first glance. Learn more >>
	The folder view listing all support cases, grouped and sorted as per the current selected view (eg. Technicians - Table). Each group also shows the number of items it holds as well as number of items that are unread. Selecting anyone of the case item displays the problem description in the Outlook preview pane.
	The Outlook preview pane displaying the problem description of the selected case item. In Outlook 2007, it also displays a SupportCalls specific form region on the bottom of the preview pane and includes helpdesk (user-defined) fields which otherwise can only be seen in the SupportCalls case Outlook form.

When you open an existing support case item, Outlook will display it with the SupportCalls case custom form (having the custom message class 'IPM.Post.AMTSupportCase'). The support case form in Outlook does not contain script behind, rather the help desk logics are tied to with the SupportCalls add-in dynamically. This arrangement allows for technicians to view the case details in the preview pane (without having to open the form). It also introduces added security to the already vulnerable Outlook platform.

Information catering to the support cases, caller, technicians, problems, work done, assets etc are all laid out in sections in a modular way to allow for easy navigation and reach. Contact fields such as email, phone or mobile numbers are accompanied by relevant buttons for quick communication. Fields such as problem category, type, status and department are available in drop down list (which are already configured by the helpdesk manager) so as to limit the choice the technician can select for such fields. Learn more >>