By Mary Schoppmeyer, Senior Technical Writer

A great new enhancement to TurnOver’s ExpressDesk issue tracking system makes entering new requests a piece of cake for your users.

The new feature, called ExpressDesk Email Integration, is available on the June 2006 TurnOver CD, and appears in the TurnOver Client interface as “monitored mailboxes.” It uses an autostart job to “watch” email mailboxes in your internet mail system, and either converts incoming messages into new tasks, or adds the contents to an existing task’s details.

To open a new task, users send an email to the email address associated with the monitored mailbox. To have additional supporting files or documents linked to the new task, just attach them to your email. TurnOver stores them while it generates the task, then links them to the new task.

With this new feature, users that don’t have TurnOver installed can easily interact with your TurnOver issue tracking system. Just set the email address of your monitored mailbox as your project’s default email sender. That way, when people reply to automatically-generated emails sent by the default user for a particular project, their responses will go to the monitored mailbox, and the email content will get added to the task details. TurnOver uses its requester file to identify responders, so task details are appropriately annotated. (Just make sure you tell your users to reply without history, to avoid duplicating already-existing details in the task.)

Used in conjunction with TurnOver’s existing escalation features and its new collaboration features (see Sandy King’s article in this issue), monitored mailboxes will revolutionize the way your users report problems and collaborate on tasks.

For more information about new monitored mailboxes (and other great enhancements!), read the June supplement to your TurnOver Memo to Users. You’ll also find detailed information in the online help system provided with the TurnOver Client components.

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