About the Microsoft Outlook Add-in

With the Outlook Add-in installed and configured, you can create event and activity details specific to an incident directly from Outlook. Events and activities are used within Service Management to keep an audit record of communication.

Back Office and Outlook Client Setup

To use the features described here, you must first install and configure the Outlook Add-in on client computers, as described in the Outlook Add-in Installation Guide. After installing the add-in, follow the steps in Configuring the Back Office for the Microsoft Outlook Add-in and Configuring the Outlook Client to configure the add-in for use.

Outlook Add-in Permissions

Use this tab to control which aspects of the Outlook Add-in are enabled. The settings can be controlled at three different levels. A user-specific setting overrides a group-specific setting, which overrides the global setting. If no group or user-level settings is specified then the global settings will be used.

Use the group and user grids to specify permissions unique to a certain group or user.

Available Features

This table describes the features included in the Microsoft Outlook Add-in.

Feature	Description
My Work	Click My Work to display a list of incidents owned by the Outlook user. On this form, you can log a note or drill down into the Incidents form within the back office.
New Event	Click New Event to create an event based on information from the active email. The New Event check box is automatically selected on the email message. You can select an existing incident or the event will create a new incident. This option is only available if an email is not already associated with an incident.
Public Folder Copy for Exchange Users	When using Outlook with an Exchange server, emails can be copied to a public folder on the Exchange server to be stored for archival. You must select Enable Public Folder Copy on the Outlook Integration Parameters form. Do Public Folder Copy: Specify this option only for companies running Exchange Server. Incident: Specify the public folder name to where emails related to an incident will be copied.

Feature

Description

My Work

Click My Work to display a list of incidents owned by the Outlook user. On this form, you can log a note or drill down into the Incidents form within the back office.

New Event

Click New Event to create an event based on information from the active email. The New Event check box is automatically selected on the email message. You can select an existing incident or the event will create a new incident.

This option is only available if an email is not already associated with an incident.

Public Folder Copy for Exchange Users

When using Outlook with an Exchange server, emails can be copied to a public folder on the Exchange server to be stored for archival. You must select Enable Public Folder Copy on the Outlook Integration Parameters form.

Do Public Folder Copy: Specify this option only for companies running Exchange Server.

Incident: Specify the public folder name to where emails related to an incident will be copied.