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ALVAO for Outlook

ALVAO for Outlook is an add-in for Microsoft Outlook that allows you to work with requests in ALVAO Service Desk directly in the Outlook application.

The following two options are available:

  • AppSource add-in - this add-in is accessible as an app in the AppSource which can be deployed centrally across an organization. Users can utilize the add-in in both the web and desktop versions of Outlook. This option is available only with an ALVAO SaaS subscription.
  • Desktop add-in - this add-in is distributed as a Windows Installer package (.msi). To use the add-in, the package must be installed locally on a user's computer with Windows and the Outlook desktop application. This option is available for both SaaS and on-premise ALVAO offerings.

Viewing requests

Select an e-mail in Outlook.

AppSource add-in

  • In the case of the Outlook web application, select any e-mail. In the e-mail pane, open the "..." menu, and select the ALVAO command.
    Tip:
    To pin the command to the message, open the "..." menu, select the Customize actions command and check the ALVAO command.
  • In the case of the desktop Outlook application, go to the "..." menu and select the Related request command.
    Tip:
    To pin the command to the ribbon, open the "..." menu, right-click the Related request command and select the Pin to Ribbon command.

If the selected e-mail contains an Alvao request tag in the subject, e.g. T123ALVAO, the corresponding request will be displayed in the add-in pane.

By clicking the Open in new window icon in the top right corner you open the request page in a web browser.

Desktop add-in

In the desktop Outlook application select the "..." - ALVAO - Show task pane command. If the selected e-mail contains an Alvao request tag in the subject, the task pane with the corresponding request in Alvao will be displayed. If you perform any operation with the request in the task pane, the pane locks and will not automatically switch to the request according to a newly selected e-mail. To unlock the pane use the Refresh command at the top of the task pane.

To view the request in a web browser, click on the Open in new window icon on top of the task pane, or right-click the e-mail in the list and use the Display request command.

Creating a new request from an e-mail

To create a request in Alvao based on an e-mail that is not yet related to any request, use the following procedure.

  1. In Outlook, select an e-mail with no Alvao request tag in its subject.
  2. AppSource add-in - in the add-in pane, click on the Create new request button.
    Desktop add-in - right-click the e-mail in the list and choose the New request from e-mail command.
  3. Optionally modify information about the new request and submit the form.
  4. The newly created request will be displayed in the add-in pane.

Save an e-mail to the log of a request

To save the selected e-mail that does not have a request tag in the subject line or is not saved in the request's log (e.g., because it was not sent in a copy to the service mailbox) to the log of an existing request, use the following procedure.

  1. In Outlook, select the e-mail.
  2. If the e-mail's subject does not contain any Alvao request tag, in the add-in pane find the corresponding request. In the AppSource add-in, use the Find existing request button, or click on a request in one of the sections Recent communication with sender and Recently viewed requests. In the Desktop add-in, use the search field at the top of the task pane.
  3. AppSource add-in - in the add-in pane with a request, choose the "..." - Save e-mail to request log command or click on the Save command in the message bar displayed on the top of the request.
    Desktop add-in - right-click the e-mail in the list and choose the Save to request log command.
  4. The e-mail will appear in the request communication in the add-in pane. The retrieved messages are saved in the request log with the time of sending, and therefore they may not be displayed immediately at the top of the log when sorted by the Date column, they are placed chronologically after any more recent entries.

Create a new Outlook item from a request

In the desktop add-in, you can create a new Outlook item, i.e., an e-mail message, meeting, appointment, or task, from a request that is currently displayed in the task pane. Use the New item from request command at the top of the task pane.
In the Outlook form to create the item, the subject line is automatically populated with the tag and name of the selected request.

Setting up the add-in

To set up the AppSource add-in, click on the Settings icon at the top of the add-in pane. To set up the desktop add-in, use the File - ALVAO Add-in Settings command.

 

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