Certain users can’t see the Ongoing Cases folder in their Outlook.

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If certain technicians are unable to see one or more of Team Helpdesk subfolders such as ‘Ongoing Cases’, ‘Resolved Cases’, ‘KB’, ‘History Resolved’ etc, it might probably due to inadequate permission of the users on those specific folders. To correct this, the administrator/manager (who performed the Team Helpdesk folders installation for the first time) or any users with ‘Owner’ rights on the Team Helpdesk folders would need to explicitly grant permission to each individual user on each Team helpdesk folder. This is done by right-clicking the particular Team Helpdesk subfolder and going to properties > Permissions tab. For more on granting permissions on Team Helpdesk folders, refer to this KB article – Ideal permission level of each Team Helpdesk subfolders