SupportCalls with Outlook

Automation Options

SupportCalls menu > Settings > Automation Options

	Enables SupportCalls to add/update an appointment into the concerned technician's mailbox calendar when the helpdesk manager assign/change the due date on a support case. Any change in the due date of that case at a later stage will be automatically updated to the existing appointment in the mailbox. This appointment is removed when the corresponding case is closed. The SupportCalls due date appointments appear in summarized form on the main 'Outlook Today' page when the technician starts Outlook. This way, the technician gets to know which new cases are being assigned to him/her. In the default calendar, the due date appointments appear as any other appointment. The case number and the subject of the assigned case in the appointment subject differentiates it from other personal appointments. When the due date appointments are about to be overdue, Outlook automatically displays reminders popup to the technician. This way, the technician is alerted about the pending cases which need his/her attention. The details of a due date appointment added from SupportCalls to the technician's mailbox calendar: the case number and case subject is available in the appointment' subject the due date of the case is the same as that of the start time and end time of the appointment In the appointment description field, there is a link to the actual case, clicking which would open the case from the SupportCalls 'Ongoing cases' folder. The appointment description also informs the technician about the caller, and a summary of the problem Enabling this option also allows helpdesk managers and other technicians (provided they have permission to access your mailbox) to lookup your personal calendar so that the helpdesk manager can assign a particular due date on which you are available to work on the case.
	Enables SupportCalls to add/update a task into the responsible technician's mailbox task folder when the helpdesk manager assign/change the due date on a support case. Any change in the due date of that case at a later stage will be automatically updated to the existing task in the mailbox. This task is removed when the corresponding case is closed.
	Enables SupportCalls to maintain a schedule calendar for each technician such that all due date of support cases are listed in corresponding calendar (bearing the technician's name). When due dates are assigned or changed in support cases, appointments are added or updated in these calendars. The purpose of these calendars is to allow helpdesk managers or other technicians to lookup these calendars for a suitable schedule such that the assignment of due date take into the consideration other assignments which may already existed for that particular technician. This will help prevent due date clashes and increase efficiency of the helpdesk staffs.
	Enable this option if you want SupportCalls to automatically assign the default technician (specified for a particular caller in the callers list) to a support case (which is logged from an email sent by a caller that exists in the SupportCalls callers list). By default, this option is enabled.
	Enable this option if you want SupportCalls to auto-generate a random password for any addition of a new caller to the callers list. By default, this feature is enabled.
	Specify how the due date of newly created support cases should be assigned - either take the current date/time when the case was created, or advance it to a manager defined days.
	Choose if you want to move the original emails or copies (from which the support requests were logged from) to the SupportCalls Email History folder.