We are a small company providing IT Support.
We need an Outlook 2013 application (addin) created that will allow our Helpdesk Engineers when viewing an email to click on a button and information contained in the email to be inserted into a table in our local SQL 2014 Helpdesk database via OBDC.
We had an application like this written but the developer is no longer around and we don’t have any source code.
So the application would operate as follow.
The Engineer who receives and email from a client clicks on a button and the Outlook addin looks at the information contained in the email and does the following.
The application looks at the email address in the From settings of the email and then compares the domain name of the person sending the email (anything after the @ symbol with information contained in a CUSTOMER table in our SQL Helpdesk database.
From this lookup the application knows which client the email is coming from. If no match is found in the CUSTOMER table then a pull down list from the CUSTOMERS table should appear allowing the engineer to select the required customer to log the call to.
A screen would then appear showing information extracted from two SQL tables (CUSTOMER and STAFF) and information contained in the email being viewed.
The window will show the following information
Company Name Entered from SQL Customer Table
Contact Entered from email address received
Phone Received from SQL Customer Table
Email Entered from email address received
Category A simple pull down list where the engineer can select if the call is Hardware, software, Server, Misc etc
Source Entered as “Email”
Priority Pull down list to select Low, medium, High or Critical
Date Logged Current Date/Time
Problem Summary Entered from the email subject line. We require any information such as RE: or FWD: etc removed from this field
Problem Description Entered from information contained in the body of the email. Again we would need HTML, graphics etc removed so information entered into the SQL table is clean text.
Assigned To A pull down list connected to the STAFF table which would allow the Engineer to select a name to assign the call to.
Logged Hrs A text field where the Engineer can log time if required.
Close Call A check box the Engineer can tick if the call is to be entered into the table as closed.
All of the above information can be edited from this screen and there should be a Log Helpdesk call button at the bottom of the window.
Once pressed all the information above is inserted into a single record in SQL table called HELPDESK.
We are able to give the developers all the necessary SQL table and field names
We require a copy of all source code so that we can modify and compile changes needed down the track.
If you need any more information please let me know.