We have setup Team Helpdesk with multiple technicians (and all the technicians are added under Team Helpdesk Manager > Technicians List). However, in my Outlook, when I open a case item from the ongoing cases folder, and click the ‘Self’ button to assign that particular to myself, it takes a name that is different from my actual listing in the Team Helpdesk Manager > Technicians List. How can I set my Team Helpdesk to recognize the technician name/email that is defined in the Team Helpdesk Manager tool?
There is an easy workaround. Under your Outlook, go to Team Helpdesk Agent> Settings> Personal Settings > Other Options tab. And then choose the technician name that corresponds to you from the ‘I am technician:’ drop down box.
And then click ‘Save’. Now restart Outlook. And your Team Helpdesk Agent add-in should not take that particular technician name when you click ‘Self’ button in the case form, or when you switch the views to ‘My Cases’.