First Published

First Published: 6^th July 2017

What's new in 10.1?

Team Helpdesk Agent addin can now edit/change the 'Helpdesk Settings data source' to link to the correct database configuration as set by the manager. This can be useful in scenario when the manager had switched or migrated to a different helpdesk database, but other users or systems didn't see the new database or their add-ins still show connection to the old database. If the agent addin is not seeing or connected to the correct database, the technician can make the changes by entering the database configuration manually (if one knows it) or by importing the latest database configuration from a .dbconfig file.

Saving database configuration to file: Database configuration can be saved to a file (having .dbconfig file extension) from Helpdesk Settings Data Source panel and manager can share/deploy this .dbconfig file to other agents/users (say, via email or file server) so that individual technician can import that .dbconfig file to connect their manager/agent addin to the correct Team Helpdesk folder/database in their respective Outlook.

Importing Database Configuration from file - Database configuration file (.dbconfig) can be imported on new machine or new agent from 'Helpdesk Settings Data Source' panel. And the manager/agent addin on that system will read the location and connect to the configured database automatically

Another benefit Helpdesk managers can exploit from exporting database configuration to file (*.dbconfig) is to deploy the .dbconfig file to new systems (via email attachment or file server) such that new technician can import and link to the Team Helpdesk folder location in Exchange Mailbox stores as well as connect to its database configuration automatically.

'Send As' and 'Send Behalf of' policy - If you had configured your Team Helpdesk to send out emails/alerts from a common account, the add-in will try to use the 'Send As' permission as first preference. If that fails, it will fall back to using 'Send behalf Of'.

Fixes/Enhancements:

Update of 29^th March 2018 (v10.1.4.256)

	Added the feature ‘When raising a new case from an email, add CC recipients as associated users’ under Team Helpdesk Manager > Notification Options > Associated users Alerts tab. When enabled, when you raise a case from an email that has other recipients (CC users), the add-in will automatically populated these users in the associated users tab of the case form, so that these users can also be part of the case, and can receive automated notifications on the case. What types of notifications these users received will depend on what the administrator had enabled. For example, administrator can enable both caller and technician specific alerts to be also send to the associated users of the case.
	Added the feature in Team Helpdesk Manager > Problems List panel, whereby, when you enter any new categories or problem field lists (right side grid), these new values are immediately available in the drop down of the corresponding columns in the Problems Types List. You no longer need to click 'Apply' for the new values of categories/problem field lists to be available and populated in the drop down columns of the Types list grid.
	When merging multiple cases to one, the old case ID in the emails are removed and substituted with the ID of the parent ID.
	The ‘Reset Connection’ feature of the add-in (in both manager and agent add-ins) is enhanced. Now, if both add-ins (manager and agent) are installed and active in Outlook, the add-in will complain to first disable the agent add-in in Outlook and then proceed with the ‘Reset Connection’ from the manager add-in menu. And it will also force the user to restart Outlook before allowing the user to choose the existing Team helpdesk folder for new/refresh connection.
	When new replies are received or send, further checks have been added in the add-in so that it does not re-process the same email more than once.
	The option ’Enable Team Helpdesk to monitor ‘Ongoing Cases’ folder’ under Team Helpdesk Manager > Email Monitoring panel has been deprecated.
	FIXED: The following error had been fixed. Team Helpdesk Common Library: 10.1.4.254 In Outlook version: 16 (x86) At Line: 740 In Function: Callers.ToRecordSet Source: Exception Description: Object reference not set to an instance of an object. Exception Number: 91 OS:6.1.7601.65536 (Win32NT) Outlook Version: 16 Additional Info:

Update of 15^th January 2018 (v10.1.4.250)

All new help manuals (in PDF formats) included in the setup. There is separate help manual for Manager and Agent add-in (TeamHelpdeskManager.pdf and TeamHelpdeskAgent.pdf respectively). Once you upgrade to this new version, for manager add-in, you can invoke and open the manager specific manual by clicking the 'Help Topics' menu entry under Outlook > File > Team Helpdesk Manager tab. And for Agent add-in, from the helpdesk toolbar in Outlook, go to Settings menu > Help Topics to open the Agent specific PDF manual.

Alternatively, you can also download the new PDF files directly from the links below:

Complete Manager Manual (PDF)

Complete Agent Manual (PDF)

Managerial Installation Guide (PDF)

Agent Installation Guide (PDF)

Added option to input your own subject code of the email when using Email to SMS service under Team Helpdesk Manager > Mobile Messaging panel. This special code, if specified, will then go to the subject of the email before it is send to your SMS gateway.

More on this 'Special Code in Email Subject'
If your SMS service provider requires a special code in the email subject for recognition or authentication purpose, you can input it in the text box (outlined in red above). Doing so, the add-in will put this special code in the subject of the email before sending it to the SMS provider account.

Update of 6^th July 2017 (v10.1.4.235):

FIXED: From within the case form, when a SLA is applied, the priority (Importance) field of the case does not change as per the chosen SLA.

Download the new version now!

Read the upgrade instruction