Accessing Microsoft® Office Outlook® and/or Google CalendarTM Meetings

If configured in the Microsoft Integration screen or Google Integration screen, after a record is saved a New Meeting icon will appear in iSupport entry screens (Incident, Change, Customer Profile, Service Contract, Asset, etc.) for scheduling a calendar meeting. You can view the schedules of meeting attendees, create a meeting, and configure a notification to be sent to the meeting attendees.  

Be sure to use the fields on the Details tab in the Preferences dialog (accessed via the Desktop menu) to enable access to your calendar and set the work day hours during which you are available to be scheduled via iSupport. Dates/times outside of work day hours will be designated as "Unavailable" in the calendars displayed via iSupport.

In the Configure Meeting screen, you can:

• If both Microsoft® Office Outlook and Google Calendar integration are enabled, select the calendar(s) to which the meeting should be added.
• Enter the subject and body of the email to be sent to the meeting attendees. The text “Working on <record type> <record number or item name>” will be included by default in the meeting entry along with a link to the record via the Desktop and mySupport portal (if applicable). You can use include fields to insert data from the associated record when the email is sent.
• View the schedules of meeting attendees and select the desired meeting day, start time, and duration.
• Add resources and customer and support representative attendees. If applicable, the assignee and customer are added by default.

For all entry screens except Asset and Customer Profile, after scheduling a meeting the View Meetings icon will appear for displaying meeting details. You can use your mouse to hover over a meeting to display details, or double-click on the meeting to change meeting details. Double-click on a day in the calendar to add a meeting.