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The manual explains how support teams raise trouble tickets directly from Outlook emails, map ticket fields into SharePoint lists, and automate escalation and status updates. It also covers technician actions such as editing tickets, replying with knowledge base articles, managing attachments, and tracking incoming and outgoing replies. Administrator team settings for lists, templates, notifications, and reporting complete the end-to-end helpdesk solution.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":11,"@type":70,"position":76},"https://docshare.wps.com/template/presentations/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/assistmyteam-issue-tracker-v8-help-manual/241349/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/assistmyteam-issue-tracker-v8-help-manual/241349.png","ImageObject",442,249,{"name":88,"@type":89},"Caleb Sterling","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-14","2026-09-12",true,{"@type":98,"interactionType":99,"userInteractionCount":20},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"What does AssistMyTeam Issue Tracker integrate and how does it manage incidents?","Question",{"text":108,"@type":109},"It integrates Outlook, Exchange, and SharePoint to collect incident data from emails, assign technicians and problem areas, and create SharePoint-based trouble tickets for tracking and collaboration.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"How can technicians raise trouble tickets using Outlook?",{"text":113,"@type":109},"Technicians can create tickets in SharePoint directly from Outlook emails, from an Outlook contact/GAL, or automatically raise tickets from incoming emails.",{"name":115,"@type":106,"acceptedAnswer":116},"What administrator settings are available for ticket lists and notifications?",{"text":117,"@type":109},"Administrators can configure SharePoint ticket lists and field mappings, define dropdown lists and ticket metadata defaults, set notification templates, and control automations for synchronization and updates.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},241349,1791258135,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":8,"category_name":11,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":20,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":135,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":140,"read_time":141},962084925290,"https://ap-avatar.wpscdn.com/davatar_085a072bc5b1113ac321206ff7593b45","V8  \nAssistMyTeam Issue Tracker For Outlook & SharePoint  \nAn add-in for Microsoft® Outlook® that enables support team to raise trouble tickets from Outlook emails to one or more SharePoint® lists, in a single click or, on the fly through automation.  \nHelp Manual  \nIndex  \n1.  Introduction  \n2.  Requirements  \n3.  Purpose of this add-in  \n4.  Installation & Configuration  \n4.1  Installation for Helpdesk Manager  \n4.1.1  Administrative Configuration – setup helpdesk settings data source  \n4.2  Installation for Technicians  \n4.2.1  Client Configuration – connect to helpdesk settings data source  \n5. Technicians: Working with Tickets in Outlook  \n5.1  Raise a trouble ticket in a SharePoint list  \n5.2  Raise a trouble ticket from an Outlook contact or GAL (address book)  \n5.3  Automatic escalation and update of a trouble ticket from related emails  \n5.4  Editing existing ticket and adding new comment directly from Outlook  \n5.5  Replying to a ticket/email with a KB article  \n5.6  Add an email to a trouble ticket  \n5.7  Marking a ticket as resolved from Outlook  \n5.8  Un-tag and reset a processed email in Outlook  \n5.9  My Tickets – displaying and working with all tickets assigned to you in Outlook  \n5.10  Automatic raising of trouble tickets from incoming emails  \n5.11  Working with Outlook views  \n5.12  My Preferences  \n5.12.1  Hide progress dialog shown in SharePoint Upload  \n5.12.2  Open the newly generated SharePoint ticket item in a web browser  \n5.12.3  Assign ‘Self’ as the Technician for newly generated Tickets  \n5.12.4  Default Problem Category of newly generated Ticket  \n5.12.5  Default Problem Type of newly generated Ticket  \n5.12.6  Default Status of newly generated Ticket  \n5.12.7  What do you want to do with the processed mail items?  \n6. Team Settings for Administrator  \n6.1  Configure SharePoint Ticket Lists  \n6.1.1 The Fields Mapping Tool  \n6.1.2  Unique Tracking Code Prefix for each SharePoint List  \n6.2  Configure KB SharePoint List  \n6.3  Define drop down lists  \n6.3.1  Problems List  \n6.3.2  Statuses List  \n6.3.3 Technicians Rates  \n6.3.4  Custom Fields List (Choice data type)  \n6.3.5  Custom Fields (text, currency, numeric, date/time, Yes/No data types)  \n6.4  Notification Templates Manager  \n6.5 Advanced Team Options Tickets tab  \n6.5.1  Allow Technician to Un-tag and reset published mail item in Outlook  \n6.5.2  Allow Technician to Pre-fill information on new Ticket generated from an email  \n6.5.3.  Allow technician to add their own Problem Category and Type Value  \n6.5.4  Allow technician to add their Problem Status value  \n6.5.5  Clicking the URL or button in Email Opens the SharePoint ticket in  \n6.5.6  Changes in drop down list of Problem Category, Type or Status should  \n6.5.7  Changes in drop down list of custom fields should  \n6.5.8  Data type to be use for Technician Name in the SharePoint Ticket  \n6.5.9  Data Type to be used for Caller Name in the SharePoint Ticket  \n6.5.10  Back Color and Font Color of Email Thread Box  \nAutomations tab  \n6.5.11  Sync Issue Tracking configurations from Team Settings Data Source at Outlook Start up  \n6.5.12  Embed shortcut to the SharePoint Ticket URL into the processed Outlook mail item  \n6.5.13  Remove embedded ticket URL in outgoing email reply  \n6.5.14  Add Technician field in the Outlook view for tracking purpose  \n6.5.15  Automatically track incoming replies and update the SharePoint ticket  \n6.5.16  Automatically track outgoing replies and notifications and update the SharePoint ticket  \n6.5.17  Automatically add due date appointment into the technician’s mailbox calendar  \n6.5.18  Maintain ticket Due Date schedules in this SharePoint Calendar  \n6.5.19  Use the following mailbox account for all outgoing automated notifications  \nAttachments tab  \n6.5.20  Retain attachments in SharePoint Ticket Item  \n6.5.21  Remove attachments from processed Outlook mail item  \n6.5.22  Upload Outlook mail item as MSG file attachment within the SharePoint Ticket Item  \n6.5.23","cbCail5jsDMfD6FA","https://ap.wps.com/l/cbCail5jsDMfD6FA","pdf",6956953,103,"English","# 1. Introduction\n# 2. Requirements\n# 3. Purpose of this add-in\n# 4. Installation & Configuration\n## 4.1 Installation for Helpdesk Manager\n## 4.2 Installation for Technicians\n# 5. Technicians: Working with Tickets in Outlook\n## 5.1 Raise a trouble ticket in a SharePoint list\n# 6. Team Settings for Administrator\n## 6.1 Configure SharePoint Ticket Lists\n# 7. Searching Tickets in Outlook\n# 8. Knowledge Base Articles\n# 9. Summary Reports\n# 10. OLAP Statistics and Reporting\n## 10.1 User Interface\n# 11. Removing Issue Tracker\n# 12. Important Links","[{\"question\":\"What does AssistMyTeam Issue Tracker integrate and how does it manage incidents?\",\"answer\":\"It integrates Outlook, Exchange, and SharePoint to collect incident data from emails, assign technicians and problem areas, and create SharePoint-based trouble tickets for tracking and collaboration.\"},{\"question\":\"How can technicians raise trouble tickets using Outlook?\",\"answer\":\"Technicians can create tickets in SharePoint directly from Outlook emails, from an Outlook contact/GAL, or automatically raise tickets from incoming emails.\"},{\"question\":\"What administrator settings are available for ticket lists and notifications?\",\"answer\":\"Administrators can configure SharePoint ticket lists and field mappings, define dropdown lists and ticket metadata defaults, set notification templates, and control automations for synchronization and updates.\"}]","AssistMyTeam Issue Tracker - V8 Help Manual | PDF",1789174032,36]