FAQ’s

• Format: I get CSS info in the ticket.
• Buttons: I cannot see the E-mail Converter buttons in Outlook.
• Buttons: If I close Outlook and then start it again, the E-mail Converter buttons don't appear in the Outlook ribbon.
• Duplicate entries: we get duplicate entries in the non threading field at every thread update.

• Properties: Can additional properties be manually added into the ticket?
• Multiple assignments for each ticket - is that possible with E-mail Converter?
• Configuration: is there a way to easily deploy the settings (SharePoint lists + Mappings etc.) from the first PC to all other PCs?
• Activity: is E-mail Converter only working while a user is logged on and Outlook is active?
• Ticket differentiation: can I convert e-mails from different folders into tickets in different SharePoint lists?
• E-mail threading: How do I get the e-mail threading function to work in the Outlook edition?
• Why E-mail Converter: doesn't SharePoint already support incoming e-mail? Why do I need E-mail Converter?
• Team Services: Will E-mail Converter work with Microsoft SharePoint Team Services?
• Settings list: Is it possible to create a new ECOSPSETTINGS list or move the list to a different location?

• Office 365: In the old days, I would download an application to my PC and install it there, but I don't understand how to add stuff to my Office 365?

• Subscription level: We have 8 to 10 technicians in 4 different locations. What type of subscription would you recommend?

• Ticket custom fields: The values entered in the custom fields are not saved.

• Access to SQL: Is it easy to migrate the Folder HelpDesk data from an Access to an SQL database?
• We are moving our Folder HelpDesk SQL database to another server. Which values do we have to change, so that it works again on the new server?
• What login is used when using a SQL-server database, Windows or SQL-server authentication?
• Is there a way to change the start number of the ticket IDs without creating dummy tickets?

• DAO.DBEngine - ActiveX error
• Microsoft Scripting Engines 5.0: Some of the computers get error messages about Scripting Engines. How can I fix this problem?
• Security warning: Several techs have to allow the install program to run each time they access the Folder HelpDesk Outlook folder.
• Buttons: there is no little icon in the Outlook toolbar which allows me to create a ticket from an e-mail.
• Timeout: I sometimes get a timeout message when I work with Folder HelpDesk
• Custom UI: "Error found in Custom UI of "Folder HelpDesk for Outlook Client Tools"
• SQL server error: SQL Server does not exist or access denied.
• Read only tickets: Sometimes tickets are opened in Read only mode, so that I cannot edit them. Why?
• Work done tab: I get an error when I click on the Add button in the ticket form "Work Done" tab.
• Automatic e-mail conversion: Why are the e-mails taking so long to convert automatically? We put some in around 5pm yesterday and they have just now converted.
• Automatic e-mail conversion: The live monitoring does not work. I get an error message that says Folder HelpDesk cannot create a sub-folder.
• My changes are not saved when I edit a ticket.
• New ticket: I get a copy of the e-mail when I create a ticket from it.
• Open tickets are not shown in Outlook.
• Add-in: Missing Folder HelpDesk add-in / Opening Outlook I get this message: Outlook experienced a serious error the last time the add-in Folder HelpDesk client tools was opened.

• OWA: Are all the functions accessible via webmail/OWA using IE? Or Mozilla?
• E-mail address: from what address will e-mails be sent when we answer a ticket?
• Mailbox monitoring: can you explain how e-mails are converted into tickets in Folder HelpDesk.
• E-mail threading: how can we track e-mail history in Folder HelpDesk?
• When you create a ticket from an email sent to your mailbox, what do you do with that existing email?
• Views: is it possible to allow managers to see all tickets in their department?
• Can the Ticket Number be edited to start with a particular number?
• Automatic e-mail conversion: How can we use an Outlook rule to forward incoming e-mails to a folder monitored by Folder HelpDesk?
• Automatic e-mails: How can I enable/disable automatic e-mail confirmations?
• Responsible helpdesk staff: Can I assign a default Responsible for each caller?
• Automatic e-mail when a ticket is created: Can I exclude some callers from getting them?
• Automatic e-mail conversion: How can I avoid that a ticket is created from each one of the staff?
• Time tracking: Can Folder HelpDesk keep track of time worked on issues?
• Reminder: We would like to have a reminder function that pops up at a specified date and time.
• Minutes worked: there are several ways to set it in Folder HelpDesk. Can you explain the difference between the methods?
• We are asked to register even though we have already done it.

• Migration to new file server: how do we migrate the Folder HelpDesk shared files to a new file server?

• Installation permissions: What permissions are needed to install and upgrade Folder HelpDesk?
• Permission: "you don't have permission to send a message to this recipient"
• Please explain what rights different users should have over the different folders.
• Settings: I don't want the helpdesk staff to have the right to change the Folder HelpDesk Settings.
• Installation permissions: What permissions are needed to install and upgrade Folder HelpDesk?
• Permission: when I click on either the Sent or Received tabs on the ticket, I get an error stating that I don"t have permissions to create that subfolder. But I have!
• Permission: "you don't have permission to send a message to this recipient"

• We are asked to register even though we have already done it.
• Why do you not use a method of license control which does not require an internet connection? What is wrong with a built-in license server?

NA

• Are the finished tickets removed from the Outlook folder when I close them?
• Performance? How can I make Folder HelpDesk faster?
• I have installed Folder HelpDesk and KBase and checked the box for KBase under the Other Settings tab, but when I click the "KBase" button in the ticket the data does not show up in KBase.
• How can I avoid switching between my normal inbox and my public folder?
• E-mail sent to the collection address is not moving to the Helpdesk box in a timely manner.
• Is there a maximum number of open tickets in the program?
• Ticket ID: there is no ticket ID when I start creating a ticket
• Sender address for e-mails from Folder HelpDesk. How do I get the right address?
• Add e-mail to ticket: How can I manually add an e-mail to a ticket?
• Open Ticket button: Nothing happens when I click on the "Open Ticket" button in the Outlook toolbar.
• Modified Date: How can I see when a Folder HelpDesk ticket is modified?
• Due Date: Is it possible to have a small pop-up warning that a ticket is near the due date?
• Delete tickets from the database. How do I do that?
• Are the finished tickets removed from the Outlook folder when Finished?
• Performance? How can I make Folder HelpDesk faster?

• Can we use Calendar Browser or FolderHelpDesk with a hosted Web Exchange?

• Attachment size: Is there a way to raise the attachment size limit on the web form? We find 200kb too small.

• Folder HelpDesk: I have installed Folder HelpDesk and KBase and checked the box for KBase under the Other Settings tab in Folder HelpDesk, but when I click the "KBase" button in the ticket the data does not show up in KBase.
• The index page shown here, is it the normal one if you create web pages from KBase articles?
• Custom fields: The values in the custom fields of the articles are not saved.

• Can I change the way the generated index for web pages look?

• Workgroup Migrating from Access to SQL: How do I migrate the TimeCard data from an Access to an SQL database?
• Workgroup Import: Is there an easy way to import our client names from an SQL database to the TimeCard database tables?
• Single Billing: How can I use the TimeCard report data for customer invoices?
• How do I clear the Access database of data?
• Workgroup Move: How do I migrate the TimeCard database to another location?
• Workgroup Old users: Some former TimeCard users do not work for us anymore.
• Workgroup Migrating to a new SQL server: what should I think about?
• Workgroup Can other users connect to the database installed in my computer?
• Workgroup Does TimeCard have minimum requirements for hosting the TimeCard database on a 3rd party server?
• Workgroup How can information leaks be avoided when the data moves from TimeCard to the server?
• Workgroup How does TimeCard create a database on the server / in the cloud?

• After reinstalling TimeCard, it does not appear!
• ODBC: I get an error message about ODBC Drive Manager.
• Tagging: When I create a new appointment in my TimeCard calendar it is already tagged with values. Why, and what happens if I change them?
• Unable to cast COM object of type ‘Microsoft.Office.Interop.Outlook.ApplicationClass’ to interface type ‘Microsoft.Office.Interop.Outlook._Application’

• Workgroup Access: Can we restrict access for employees to see only their time and not the time for everyone in the organization?
• Workgroup OWA: Can a TimeCard with Exchange integration be run on an OWA Calendar?
• Hourly rate: When you apply an hour rate is it date dependent?
• Hourly rate: I saw that TimeCard can record rate for each task. Do users have to enter information for this field?
• Tag values in subject: I typed in what the meeting was about and then put the values for customer and task in, but then when I saved the appointment instead of the topic of the meeting showing, it has put the customer and task in the topic. Is this a bug?
• Expenses: How does the Expenses tracking feature in TimeCard work?

• Workgroup Office 365: In the old days, I would download an application to my PC and install it there, but I don't understand how to add stuff to my Office 365?
• Workgrop: How do I deploy the TimeCard User installation in an automated fashion?
• "Error 1327, invalid drive" message when attempting to run installation for BizSolutions365.com products using the MSI installer.
• Single Move: How can I move TimeCard Single from one computer to another?
• Workgroup Multiple Admin Installation
• Workgroup Change from User to Admin Installation

• Double-bookings: What happens if I accidentally record two appointments for the same time slot: how does TimeCard record that time?
• Change reported time: Once time is posted it cannot be changed: is this correct? We do not want people to be able to change their time once they post it. We also want to try to eliminate paper time records and keep all of our time reporting secure electronically.

• Workgroup If I have an administrator's account, is it possible that I can see all employees report?

• Subscription level: We have 8 to 10 users. What type of subscription would you recommend?​

• Migration to new Exchange server: How do we migrate Folder HelpDesk from our old Exchange server to a new server?

• How do I deploy your products to each user in an automated fashion?

• OLEDB or ODBC error

• Do your products support the 64-bit versions of Office 2010, 2013, 2016 and 2019?