I am trying to find a better way to do have a desktop shortcut for creating help desk tickets. The idea is to have a desktop shortcut that users can click on and a custom form opens right up that they can fill out. When they hit "Post" it will post to a public folder that our help desk monitors.
Right now, I've got a shortcut to outlook.exe with the parameters "/c IPM.Post.CustomForm" and that opens up the form just fine. BUT, when I did that it didn't know where to send/post it. So I hard-coded VBScript into the form's "Item_Write" function to cause it to move the item to the appropriate folder open posting.
This works fine, but there are two problems:
1) The users have no copy in their "sent items" folder, so users complain that they don't remember when they placed their ticket or aren't sure it actually got send, and they can't check.
2) The "Received" date/time is correct, but when you hit "Reply" the reply contains not the "Received" date but the "Posted At" date. The problem is the "Posted At" date isn't the date they sent the ticket but instead the date the custom form was actually created. This has caused a bit of confusion, and I've had some complaints about it.
Anybody have suggestions for a better way?
Microsoft Office