Knowledge Articles
Answers and solutions to frequently asked questions on the product
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Below are knowledge articles including lessons learned to effectively use ‘Issue Tracker for Outlook’ add-in, as well as solutions and answers to technical issues and questions related to the app.
- Workaround on Error ‘For security reasons DTD is prohibited in this XML document’
- OLAP tool shows blank grid/chart
- Performance on my Outlook with Issue Tracker add-in is very sluggish.
- The ‘Microsoft.ACE.OLEDB.12.0’ provider is not registered on the local machine.
- Sender name does not get populated in SharePoint ticket
- Prevent the Issue Tracker toolbar from displaying in the default/home tab
- Workaround for “Cannot execute a program” error message
- Removing the HTMLBody mandatory field from mapping
- How can I see the ticket ID of the published ticket items in SharePoint?
- How can I see the ticket ID of the processed emails in my Inbox (Outlook)?
- Configuring the outgoing account to use for automated alerts and replies in Issue Tracker add in.
- Automatic embedding of existing ticket conversation information when making a reply to the caller from Outlook (in My Tickets and Search panels)
- Various ways of assigning technicians to a new ticket
- Forwarding a copy of the support request email to the assigned technician if the ticket was raised by another technician or manager
- How to set Issue Tracker to send out auto alert emails from multiple mailboxes?
- Fix to ‘Microsoft.SharePoint.SoapServer.SoapServerException’ error when searching tickets or accessing ‘My Tickets’ panel in Outlook
- Implementing parallel and independent Issue Tracker settings for 2 or more Teams/Departments
- The Issue Tracker toolbar is no longer visible, though it is installed.
- Wrong OS or OS version for application
- How can I prefill other information before raising a ticket from the email?
- When I mark a ticket as resolved in SharePoint using a web browser, it does not send notification.
- Technicians assigned from Outlook ticket form show up as empty in SharePoint ticket items.
- How to use Reject Workflow in Issue Tracking
- Issue Tracker failed to send out outgoing emails using a specified common account. How do I fix it?
- A user after changing the password in Active Directory (AD) can’t raise new tickets. Instead, it shows an error about invalid username or password. How do I fix it?
- When I enter the site URL into the Team Issue Tracker to connect to the SharePoint site, it is not authenticating and keeps coming up with the credentials logon. What am I doing wrong?
- How can I prevent Issue Tracker from adding the technician into the Outlook view of my Inbox?
- I have composed new KB articles on the SharePoint list. But how do we actually make use of it, in Outlook?
- I have raised a ticket from an email. However, the ticket item in SharePoint list got deleted. Can I raise another ticket from the same email?
- I have to manually click the ‘Add Reply to Ticket #[Ticket Number]’ button to update new email replies to an existing ticket. Is there a mechanism to automate this functionality in Issue Tracker?
- I have a mailbox and I want Issue Tracker to monitor and process only emails that are related to existing tickets. And leave the new emails intact. Is this functionality possible?
- How can I configure Issue Tracker to automatically raise tickets from new incoming emails without needing my input?
- Can I let Issue Tracker to set due date of new tickets based on my specified days ahead?
- Move the processed emails in Outlook to another folder
- Define custom fields to accept additional ticket data when raising ticket to SharePoint
- Get an extended or fresh trial of Team Issue Tracker
- I have enabled due date lapsed notification still I m not getting any emails. What am I missing?
- How can I work with tickets that assigned to me, from my Outlook?
- Can I export the Tickets summary report to excel?
- I see some placeholder variables in the Summary reports, such as ‘Open Duration’, ‘Resolution Duration’ and ‘Elapsed duration’. What are these and how are they computed?
- No custom fields are shown in the ticket form even when I had defined them in the admin panel
- Our helpdesk policy dictates that due date of the ticket should be set later on, after the ticket has been raised. Is there a mechanism in Issue Tracker where new ticket gets the due date field as empty?
- In the ticket form in Outlook, I am unable to input a time spent value. It shows a message “To enable input of Time Spent value, map the ‘TimeSpent’ field to a SharePoint field”. What am I missing?
- What are the various email notification options available in Issue Tracker?
- How do I set Issue Tracker to automatically take a default problem category, type and status on newly generated tickets?
- I want all the outgoing email replies from the helpdesk to be sent from a common account. Is that possible in Issue Tracker?
- I want the technicians to be able to add their own problem and status value instead of limiting it from a few pre-defined values in Outlook and SharePoint. How can I achieve it?
- What is Tracking Code, and what is its use?
- Fix to ‘The attempted operation is prohibited because it exceeds the list view threshold enforced by the administrator’
- Differences between Issue Tracker and Team Helpdesk add-ins
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