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Team Issue Tracker for Outlook & SharePoint Changelog

What's new in Team Issue Tracker for Outlook & SharePoint 6.6.524.0

Mar 21, 2020
  • FIXED: Because of a recent update of Microsoft Office, your ticket form in Outlook might display as blank and there might be a separate popup panel where the ticket fields are shown. We have applied a quick fix to this issue with this update.
  • FIXED: Outlook crashes when navigating/clicking to certain Outlook folders.

New in Team Issue Tracker for Outlook & SharePoint 6.3.421.0 (Oct 30, 2018)

  • FIXED: Because of a recent update of Microsoft Office, your ticket form in Outlook might not allow you to add/edit comments nor insert new attachments to existing ticket.
  • bullet ADDED: A new button 'Edit...' is added to the ticket form to switch to edit mode (in the case you are unable to edit existing comments or add new attachments back to the ticket).

New in Team Issue Tracker for Outlook & SharePoint 6.3.420.0 (Sep 19, 2018)

  • FIXED: Because of a recent update of Microsoft Office, your ticket form in Outlook might display as blank and there might be a separate popup panel where the ticket fields are shown. We have applied a quick fix to this issue with this update.
  • FIXED: Outlook crashes when navigating/clicking to certain Outlook folders.

New in Team Issue Tracker for Outlook & SharePoint 6.2.22.402 (Feb 17, 2018)

  • FIXED:
  • When you had enabled the Option 'Upload Outlook mail item as MSG file attachment within the SharePoint Ticket Item' under Outlook > Issue Tracker toolbar > Team Settings menu > Advanced Options > Attachments tab, tickets raised from emails have a zero (0) ID tagged in the MSG attachment file (in SharePoint) as well as in the subject of the processed email.
  • FIXED:
  • Incoming replies from callers on existing tickets or outgoing responses to callers are no longer processed and updated by the issue tracker add-in.
  • FIXED:
  • When updating an existing ticket in SharePoint by the add-in either when a new reply is received or send, or when adding an email to an existing ticket, if the email contains any attachment file that already exists in the SharePoint ticket item (i.e, bearing the same filename), the add-in does not attach that new attachment file to the SharePoint ticket. This has been fixed in the new version. Now, when the add-in encounters an attachment file from the email that already exists in the SharePoint ticket, it will compare the file size. If the file size match, the original attachment in the SharePoint ticket is left intact. However, if there is a mis-match, the add-in will overwrite the existing attachment file with the new one from the email in the SharePoint ticket.
  • FIXED:
  • 'Reply to KB' dialog does not show all the KB articles from the SharePoint list. This has been fixed in this version.

New in Team Issue Tracker for Outlook & SharePoint 6.0.20.362 (Dec 25, 2016)

  • Seamless integration with Microsoft Outlook1 and SharePoint2
  • Raise trouble tickets from emails in Outlook to one or more SharePoint lists
  • Export caller contacts, problem descriptions and attachments from emails to the SharePoint tickets
  • Centralized helpdesk administration - Specify SharePoint lists and perform fields mappings to be used by all technicians. Define drop down lists and streamline the ticket collection behavior
  • Automatically raise trouble tickets from incoming emails, enforce service level agreements (SLA), assign technician and due date
  • Automatically track and add technician and caller email responses and replies to ticket
  • Automatically send out notification alerts to caller or technician on ticket events
  • Maintain a consolidated and hierarchical view of of email conversations in the ticket
  • Map and publish only those fields or metadata that you require
  • Special Outlook views for organizing your published Outlook items
  • Supports POP, IMAP, Exchange mailbox and Public folders
  • Special Citrix/Terminal Service installer for enterprise wide deployment
  • Edit or add comment to existing ticket directly from Outlook
  • Automatically monitor due date lapse and notify technician and managers
  • Automatically insert due date appointment into the calendar of the technician
  • Update a SharePoint Calendar list, with all the ticket due date appointments
  • Integrated Knowledge Base in Outlook and SharePoint
  • Search tickets (stored on SharePoint) directly from Outlook
  • Work on your assigned tickets directly from your Outlook, without ever opening your SharePoint site
  • Integrated OLAP Statistics & Summary Report Generator tools
  • Support for Office 2013, Office 2016, SharePoint 2016, Office 365
  • Available in English, Arabic, French, Dutch, Swedish, Polish, Italian, German, Turkish, Spanish, JapaneseNew

New in Team Issue Tracker for Outlook & SharePoint 5.4.19.348 (Apr 12, 2016)

  • Added support for custom list fields with Parent and child relationship i.e., the child lookup list changes accordingly to the change in the parent field value. You can define the Parent/Child custom fields under Team Settings > Custom Lists - Parent/Child.

New in Team Issue Tracker for Outlook & SharePoint 5.3.18.340 (Dec 27, 2015)

  • Support for Office/Outlook 2016 (32 bit and 64 bit).

New in Team Issue Tracker for Outlook & SharePoint 5.2.17.337 (Aug 20, 2015)

  • Added support for Japanese language. You can switch to any of the 11 supported languages including to Japanese from Outlook > Issue Tracker toolbar > My Options > My preferences > Others tab > Select a Language
  • Support for Windows 2010

New in Team Issue Tracker for Outlook & SharePoint 5.2.17.335 (Jul 27, 2015)

  • Fixed the issue where the notification alert of new empty ticket is not send to the users specified by the admin under Advanced options > Notification Options > 'Notify the following users when a new ticket is generated in SharePoint'.
  • Fixed the issue in Summary Reports, where filter option through technician, problem or status don't return any result.

New in Team Issue Tracker for Outlook & SharePoint 5.2.17.333 (Jul 27, 2015)

  • Added support for Spanish and Turkish languages.
  • Fixes to bug reports

New in Team Issue Tracker for Outlook & SharePoint 5.2.17.327 (Mar 10, 2015)

  • Added ticket 'Rejection' workflow. A separate check option 'Mark as Rejected' is provided in the ticket form (in edit mode). The idea is to enable the technician to reject a ticket (by marking it as rejected) and then sending out an auto-alert informing the caller. A new email template for this auto alert is added in Templates Manager.
  • Under Team Settings > Tickets tab, a new option Allow 'Reject Workflow' in ticket form is given. With this option enabled, you can have the reject feature available on all the tickets. By default, this option is disabled.
  • Under Team Settings > Notifications tab, a new option 'Send Notification to Caller when ticket is rejected' is given, so that you can control if the auto alert about rejected ticket is notified to the caller.
  • Under Templates Manager, you can customize the email template to be sent to the caller specific to this rejection workflow.
  • Under Team Settings > Data tab, added option to populate the caller information in the ticket such as email address from the 'Reply to' (if specified) instead of the sender of originating email.
  • Under Team Settings > Automation tab, added the options for the admin to specify what to do with the processed emails in Outlook. This option is also available as per user settings (under My Options > My Preferences > General tab). However, if the admin wants to specify this feature for all users (and therefore bypass the user's choice), he/she can enable this 'Apply Global Configuration' check option, and choose if the processed emails are to be moved to a subfolder of the parent folder, or to another location.

New in Team Issue Tracker for Outlook & SharePoint 5.1.16.324 (Nov 3, 2014)

  • Added support for German language. You can enable this option under Issue Tracker toolbar > My Options > My Preferences > Others tab.

New in Team Issue Tracker for Outlook & SharePoint 5.1.14.317 (Nov 3, 2014)

  • Added support for the admin to specify which particular contact number of the end-user (Caller) is to be extracted from the Global Address list (GAL) or address book. This option is available under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Data tab. Here is a screenshot with all the available contact fields that you can choose from to populate the 'Caller Phone' in the ticket form in Outlook. And when technician raises new ticket (either empty or from an email), the phone field under 'Caller Information' section would have the contact number picked up based on the choice that admin had made in the manager settings panel.
  • Fixes the error that arises if one or more of the mapped text field has more than 255 characters. SharePoint text data field (column) can only accommodate upto 255 characters. Hence, if any Outlook field that is mapped to SharePoint text field had data more than this limit, it throws an error. In this update, this workflow is enhanced by truncating the data to under 255 characters automatically.
  • bullet In previous version, if an email subject contains any phrase within square bracket [ ] and if that phrase also contains a hyphen (-), the add-in assumes the email is either a reply to existing ticket or it is an email that had already been processed to new ticket earlier. Consequently, the toolbar buttons in Outlook would change to provide tasks/functions that could be done on the email.
  • However, if you do use the same format in the subject for your other in-house requirement/tracking purpose, it could conflict with the workflow of Issue Tracker add-in i.e., the Issue Tracker toolbar buttons may show tasks/operations based on the ticket ID information in the subject, but which are invalid.
  • To avoid this situation, in this new update, the add-in checks for the presence of valid prefix code of the SharePoint list in the subject of the email. If the prefix code is valid (i.e., there is already a mapped SharePoint list that has that prefix code), the Issue Tracker toolbar buttons would be available for tasks that are supported on emails related to existing ticket. Otherwise, the toolbar buttons would behave as if the email is newly received without any relation to any existing ticket. (and you would be available to raise new ticket etc from the email).
  • You receive the following error when using Issue Tracker add-in in Outlook:
  • In Function: SharePointObject.ConnectLists
  • Exception Number: 5
  • Exception Description: Cannot execute a program.
  • The command being executed was "C:\Windows\Microsoft.NET\Framework\v2.0.50727\csc.exe" /noconfig /fullpaths @"C:\Users\USERNAME\AppData\Local\Temp\m1nmwr_2.cmdline".
  • This error may be due to:
  • Invalid Microsoft .NET Framework installation or bad/corrupted windows user profile
  • Inadequate permission on the part of the current user account to execute .exe files in the windows directory
  • Roaming user profile
  • Possible fixes:
  • Re-install Microsoft .NET Framework client. Refer this link for more
  • Make sure the current user can execute .exe files from the windows directory. For instance, you can verify that you can execute "csc.exe" from a command-line window? Even just typing "C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\csc.exe /?"
  • If using Windows Roaming Profiles, try disabling the roaming profile.

New in Team Issue Tracker for Outlook & SharePoint 5.1.14.304 (Nov 3, 2014)

  • Added support for sending a MSG file copy of the original email to the assigned technicians when a new ticket is raised from support request email (received from caller). For this to work, you need to enable the auto alert 'Send Notification to Technician when a ticket is assigned' under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Notifications tab.
  • You will also need to enable the option 'Forward the original email to the assigned technicians when a new ticket is raised from an email' (available under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Automation tab).
  • So when technicians received this auto-alert of ticket assignments (from the manager), the original email (from which a ticket was raised) would be available as an MSG attachment file in the alert. And technicians can then easily click this MSG file to make a reply to the caller (to resolve the ticket). And as the original email contains the ticket ID and prefix code in the subject (embedded when the ticket was raised by the manager), any subsequent replies done by the technicians from their Outlook would be automatically tracked by the Issue Tracker add-in (present in their Outlook).
  • If the admin had enabled upload of MSG file of the original email to the corresponding SharePoint ticket item, you may noticed that the original MSG file (in SharePoint) when opened in Outlook does not have the tracking ID and prefix code in the subject. Due to this, if you or any other technicians try to make a reply, the conversation is not tracked, This has been fixed (now, the attached MSG file contains the tracking ticket ID and prefix code in the subject of the email).
  • Added a new button 'From List' under 'Assign Technician' section of the ticket form in Outlook. Clicking this button allows you to choose one or more technicians that are present in the Technicians List (defined by the manager under Outlook > Team Issue Tracker toolbar > Team Settings > Technicians List).
  • Added options to embed the ticket conversation, inline images and attachments from the SharePoint ticket to the email reply made to the caller from 'Search' and 'My Tickets' panels.
  • You can enable this option under Issue Tracker toolbar > My Options > My Preferences > Others tab.
  • Added a new field 'Specify Outgoing Account for this ticket' in the new empty ticket form. This is implemented to allow you to specify the outgoing account from which all subsequent replies and automated alerts would be sent out from Issue Tracker corresponding to this particular ticket.
  • This field shows up only if the manager had setup Issue Tracker add-in to sent the outgoing alerts and replies from the respective 'Original Email Recipient Account' under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Outgoing Accounts tab. And because when you raise an empty ticket, Issue Tracker has no reference to find out the 'Original Email Recipient Account' from any existing email. Hence, this feature allows you to manually set an Outgoing account for the new ticket.
  • This error had been fixed:
  • Team Issue Tracker Helper: Version 5.1.14.303
  • In Outlook version: 15 (x86)
  • At Line: 6
  • In Function: Search.cmdReply_Click
  • Source:
  • Exception Number: 5
  • Exception Description: InvalidArgument=Value of '11' is not valid for 'index'.
  • Parameter name: index
  • OS:6.1.7601.65536 (Win32NT)
  • Module Version: Version 5.1.14.303
  • This error had been fixed:
  • Team Issue Tracker Helper: Version 5.1.14.303
  • In Outlook version: 14 (x86)
  • At Line: 160
  • In Function: Redemption.SendOutgoingMailRDO
  • Source:
  • Exception Number: -2147467259
  • Exception Description: Could not resolve the message recipients
  • OS:6.2.9200.0 (Win32NT)
  • Module Version: Version 5.1.14.303

New in Team Issue Tracker for Outlook & SharePoint 5.1.14.303 (Nov 3, 2014)

  • Added support for sending the automatic alert and replies from the original recipient account. (under Issue Tracker toolbar > Team Settings > Advanced Options > Outgoing Accounts tab.
  • Fixed the disappearance of the Home tab ribbon of Outlook when you have Outlook explorer opened in two windows.
  • Fixed the error when exporting summary reports to Excel XLS file.

New in Team Issue Tracker for Outlook & SharePoint 5.1.13.290 (Jan 11, 2014)

  • Added support for exporting ticket to PDF, XPS, DOC, DOCX, MHT, ODT documents.
  • Added support for resolving/reopening multiple tickets (batch operation) in My Tickets and Search panels.
  • Added support for resizing/maximizing the ticket form in Outlook.

New in Team Issue Tracker for Outlook & SharePoint 5.1.12.285 (Nov 26, 2013)

  • Added support for assigning multiple technicians/agents to a ticket.
  • bullet
  • Added support for auto check for new version at Outlook startup. If a new version is found, it will provide option for the user to upgrade. Admin can configure the settings for auto-update under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Automatic Upgrade tab.
  • bullet
  • Fixed the bug where the caller company and phone number fields are not populated in the ticket that was generated automatically from a monitored mailbox or folder.

New in Team Issue Tracker for Outlook & SharePoint 5.0.11.282 (Oct 18, 2013)

  • Newly redesigned Ticket form in Outlook. The custom fields panel now sit in the main opening tab for quick access.
  • Print ticket directly from the ticket form or from the 'My Tickets' and 'Search Tickets' panels.
  • Export ticket to Excel, HTML, Plain Text or XML from the ticket form or from the 'My Tickets' and 'Search Tickets' panels.
  • Newly redesigned 'Add to Existing Ticket' panel with search and filters options to quickly have access to the desired tickets.
  • Drop down lists and custom fields are sorted in ascending order in the ticket form in Outlook.
  • Configured SharePoint lists under 'Raise Ticket In' menu in the Issue Tracker toolbar in Outlook is now sorted.
  • New button 'Reply to Caller of Ticket #' is available when you select an email or automated notified email which has a ticket ID in the subject. Clicking it would initiate a reply to the caller of that particular ticket. The template used in this email can be customized under Outlook > Team Issue Tracker toolbar > My Options > reply Templates.
  • The 'Assign to' textbox in the ticket form in Outlook is directly editable (i.e., one can type in the technician name, without needing to open the address book and selecting one). If the entered name does not exist, Issue Tracker will simply ignore it and no technician would be assigned to the ticket.
  • When a ticket is re-assign from one technician to another, Issue Tracker will now send email assignment notification to the newly assigned technician.