Outlook Folders

Posted on 2004-11-10
Last Modified: 2010-04-08
I have a NT4.0 domain with Exch 5.5 and XP Pro Clients. Using Office XP Pro

I would like to use Outlook as a email helpdesk.

I was thinnking about creating a public folder and have the email go there, but how would I track it
or assign it.

Any ideas or suggestions about this idea or a better way.

I would like to create instead of buying.

Question by:CMILLER
    LVL 76

    Accepted Solution

    If you want to create, then I'd recommend building a simple web based help desk.  In my opinion that'd be a lot simpler and more useful.  For example, with an Outlook/Exchange based solution a help desk tech would probably need to return to their desk to enter the details of a ticket they'd been working on.  With a web based system, the tech could update the ticket at the client's desk (assuming a desk-side visit was needed).

    If you really want to pursue the Outlook/Exchange approach, then I used to have a book that had a sample O/E HD application in it.  I'm not sure if I still have that book, but I'll look for it.  

    Author Comment

    I had thought about a web site HD before, problem is that, in a .mil domain, I have to go through a bunch of red tape to
    get a site accredited

    Yes, I would like to see it.
    LVL 76

    Expert Comment

    by:David Lee
    I found the book with the sample HD application.  The book is "Building Applications with Microsoft Outlook 98" from Microsoft Press, ISBN 1-57231-718-3.  Chapter 11 walks the reader through creating a help desk application.  Although this book is for Outlook 98 I believe the steps translate well enough to any version of Outlook.  A CD came with the book and it might contain the files for the HD application.  The CD wasn't with the book so I'll have to look for it separately.  If I find the CD and if it contains the complete HD application, then I'll zip them up and post them in a location where you can get at them.  I don't know if the book is still available or not.  I have the same book for Outlook 2000 and it doesn't contain the HD application.

    Author Comment



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