How to reset old settings and connect Helpdesk Agent or Manager add-in to the new data source?
If your Helpdesk Agent/Manager add-in is not pointing to the correct data source, you need to reset the connection of the add-in so that existing registry entries (that contains the connection settings) are removed. This can be done in two ways:
OPTION 1
1. If you have Helpdesk Manager addin, go to Outlook > File > Helpdesk Manager tab, and click ‘Reset Connection’.
2. If you have Helpdesk Agent addin, go to Outlook > Helpdesk toolbar > Settings menu, and click ‘Reset Connection’.
3. You will be prompted for a confirmation if to reset the connection. press Yes.
4. Now, you would be able to specify the new or existing database.
OPTION 2
If the above steps don’t work for you, then you can manually try removing the registry entries to reset the connection with the following steps on that particular system:
- Shutdown Outlook
- Open Registry Editor (Start > Run > regedit.exe)
- Browse to HKEY_CURRENT_USER\Software\AssistMyTeam and right-click AHO.
- And click ‘Delete‘.
- Restart Outlook
- It should now prompt you to choose an existing database. After choosing it, the Helpdesk add-in on that system would connect to it and would remember the location in subsequent operations.