With the Outlook Add-in installed and configured, you can create new incidents, or notes specific to an incident, from Outlook. When FASView is configured and installed, you can store emails as incident events within SyteLine Service, to provide an audit record of the communication.
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 below to configure the add-in for use.
Follow these steps to configure the back office:
Follow these steps to configure the Outlook client:
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.
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.
NOTE: For those using FASView, if a document type is set up for incident documents, attachments from the email can be stored in the directory on the network.
If a new customer issue must be created as a result of an email, click Incident in the Outlook add-in ribbon to launch SyteLine with the Insert Incident Entry form pre-loaded with information from the email.
Notes can be associated with incidents through the creation of service events. 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.
For those licensed for FASView, click Send Email on the Outlook Add-In ribbon to display a list of FASMail templates. Select a template to use. An email should be generated with the appropriate data substitutions.
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 SyteLine license can launch the appropriate maintenance form. The form is filtered to show information for the current customer or item shown in Outlook.
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.
NOTE: The Outlook feature is different from the Microsoft Exchange Integration feature. The Exchange feature runs as a service on the utility server and can be configured to synchronize service appointments with user Exchange calendars.
Setting Up the System to Work with Exchange