I can’t see any cases in the Ongoing Cases folder, while some other users can see them.

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If you are unable to see the cases in the Ongoing Cases folder, but some other technicians can see them from their systems, it implies the Ongoing Cases folder is using an Outlook view that is only showing a filtered content such as ‘My cases’ or ‘Cases worked today’ (and hiding other cases that do not fulfill the filter criteria). You can easily find out and switch to a different Outlook view by going to the Ongoing Cases folder in Outlook > Ongoing Cases toolbar or ribbon > Current view menu, and switch to a different view say, ‘Case Number’ by clicking it.