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 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.
Incident Event	Click Incident Event to create an event based on information from the active email. Before saving the incident, a window is displayed that shows a preview of what is saved and provides an option to select incidents. The add-in looks for an incident number referenced in the email and tries to pre-populate the incident field. Email In: Specify the Event Code to be used (as a default) when an event is created upon logging a received email. Email Out: Specify the Event Code to be used (as a default) when an event is created upon logging a sent email. Log Note: Specify the Event Code to be used (as a default) when an note event is created.
Create New Incident	If a new customer issue or task must be created as a result of an email, click Incident in the Outlook add-in ribbon to start Service Management with the Quick Incident Entry form pre-loaded with information from the email.
Log a Note	Notes can be associated with incidents, opportunities, and leads through the creation of service events and activities. When general information, such as a phone call, must be tracked, click Log Note in the Outlook Add-In ribbon to add a note in the system. The note is tied to an event or activity.
Service Management Visibility (Task Panes)	When you read an email in Outlook, related details, such as the customer name and notes, can be displayed in a reading pane. Outlook can access other records in the database associated with the Outlook user. Outlook users with a valid Service Management license can open the appropriate maintenance form. The form is filtered to show information for the current customer or item shown in Outlook.
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.