Published: (7th April 2011)
What's new in 6.2?
Send Outgoing email notifications with the
original recipient mailbox account
Version 6.2 now added the feature to send out notification emails and responses, using the original recipient mailbox account. This comes into effect, only, if there is no common mailbox account specified, for all outgoing emails from the helpdesk.
For example, assume you have two mailboxes, Support and Sales. And you receive support request email, say email A, to Support mailbox, and email B, to Sales mailbox. When Team Helpdesk processes and generates a case from each of these emails (either manually or automatically), Team Helpdesk will use the recipient account, for sending out the notification emails. So, when sending notification email to Caller A, Team Helpdesk will send it from Support account. i.e., the From: field of the email will have Support address, as the sender. Likewise, when sending notification email to Caller B, it will be sent from Sales account. i.e., the From: field of the email will have Sales address.
Do note here, you and other technicians, still need to have 'Send behalf Of' permission over the Support and Sales mailboxes. Otherwise, you will receive an error response from your Exchange Server, regarding inadequate permission to send email from that particular account.
Default Status for newly generated Support Case
- You can now set a default problem status,
which Team Helpdesk will assign to newly
generated case. This is only valid, to cases
generated from emails, either manually or
Automatic removal of recipient/technician
mailbox account in 'Reply All' action - When
you perform "Reply All" to an email from within
the Outlook Support Case form, you might get the
same recipient/technician account in the To:
field. This unnecessarily send redundant emails to
the recipient/technician mailbox account, as
well as, save a copy to the Team Helpdesk
History folder. Now,
in such scenario, Team Helpdesk will
automatically remove the recipient/technician
account from the reply all email.
If you generate a support case out of an email,
that was sent in Rich Text Format (RTF) format,
the problem description or body portion of the
Case item, loses formatting, and any inline
images, existed, if any, are not available
anymore in the case body. Instead, you might get
something like "<<..>>" in the place of the
inline image. The image itself is converted to a
non-usable Device Independent Bitmap (DIB). In
version 6.2, this has been fixed. Now, support
cases can be generated without any loss of
formatting or embedded images from RTF emails.
When you try to re-open a resolved case from
within the Outlook case form, Outlook might
freeze, and the only way out of it, is to kill
the Outlook.exe process. Or, you might get the
following error message:
"The custom form could not be opened Outlook will use an Outlook form instead. "
This error/bug had been fixed, in version 6.2
In Outlook version: 220.127.116.1160
At Line: 120
In Function: CaseCode.GetNewTechnicians
Exception Number: 424
Exception Description: Object required
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