Description:

Outlook HelpDesk tracks work orders, helpdesk tickets or other issues. Tickets can be assigned to a person, minutes worked is tracked and the type of problem can be categorized. Closed tickets are stored in a database with a report generator.The application consists of a public folder with views, an html-page that adds searching functionality, a database that holds closed tickets and a report generator that creates an dynamic OLAP cube. The database is in MS Access format (MS Access not required) that is totally open for customization. The report generator uses MS Excel Web Components. Reports with pivot tables and graphs can be saved and customized both with colors, types, data formats very much like the MS Excel application and using many of the same skills. Graphs can be saved and exported to jpeg picture files.The front end web page includes a complete text search within all open tickets. Tickets can be printed, forwarded and used to create a personal Task (which in turn can be synchronized with most PDA devices)The standard MS Outlook Permissions can be used to ensure that only some people can add new problem types or caller categories.Can be used for both in-house and external Helpdesk situations. The application can be used to have users can enter tickets themselves but the application has been designed with a call-center HelpDesk in mind.

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