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 Outlook

The following two options are available:

AppSource add-in - this add-in is accessible from 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 this add-in, the package must be locally installed on a user’s Windows machine and on the Outlook desktop application. This option is available for both SaaS and. This option is available for both SaaS and on-premise ALVAO offerings.

Viewing tickets

Select an email in Outlook.

AppSource add-in

In case of Outlook web application, select an email. In the email 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 case of the desktop Outlook application, go to the "..." menu and select the Related ticket command.

Tip:
To pin the command to the ribbon, open the "..." menu, right-click the Related ticket command and select the Pin to Ribbon command.

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

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

Desktop add-in

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

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

Creating a new ticket from an email

To create a ticket in Alvao based on an email that is not yet related to any ticket, use the following procedure.

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

Save an email to the log of a ticket

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

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

Create a new Outlook item from a ticket

In the desktop add-in, you can create a new Outlook item, i.e., an email message, meeting, appointment, or task, from a ticket that is currently displayed in the task pane. Use the New item from ticket 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 ticket.

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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