For out sample help desk application I chose the "Post" form used by Outlook to post to public folders.
Forms, as show below, can contain multiple tabs and have two "Pages", that is two forms of appearing, one when composing a new message, "Compose Page" and the other one for reading the message after it had been composed, the "Read Page".
Typically some attributes would become read-only in the "Read Page".
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If you drag a field from the Field Chooser, a label and a textbox fields are automatically created in the dialog box.
If you required a drop-down listbox such as the one I used for the help desk call category you need to drag the label and then a drop down listbox manually from the Toolbox.
The "Value" property page of drop down listbox allows you to link it to the right field and enter possible values.
Due to the hybrid and complex nature of Exchange, it houses more than one mechanism that allows for automation and programming of Exchange based workflow applications.
Outlook forms present a GUI-based mechanism that automatically creates, behind the scenes, VBA code that allows you to setup basic workflow mechanisms between Exchange recipients.
On a basic level, such as presented in this article, they require no knowledge of scripting or programming whatsoever, though of course, there is no limit to what can be done with Outlook forms if you take the time to learn VBA.This article will show how easy it is to set up a simple Outlook-based help desk.The system is flexible so you can easily change the example below to suit your company's needs.The first step is creating your help desk public folder where help desk calls will be stored and managed.Though this step is an Exchange management one, it can be done from Outlook using an account with the right permissions.After the public folder is created you can setup appropriate permissions as shown below so that users will be able to open calls, Help Desk personnel edit them and the Administrator to manage the public folder. While this seems a bit constricting at first, it can save much of the work.