Field Chooser Issue On Microsoft Outlook 2003

Is there anyone out there who knows a lot about Microsoft Outlook 2003 ? The reason I ask I have an issue with Microsoft Outlook 2003 on the service desk on which I work. Customers send emails to the service desk for a variety of reasons but it all gets a bit messy as service desk personnel open emails and we have no idea of who has opened what and therefore who is dealing with what.

I have been told one way to deal with this is field chooser as you can create an additional column called “Analyst” , when each analyst then places is name against the email he/ she is currently working on and that way all the remaining team members are aware of who is working on what. It works in a similar way to flags but with the flexibility of when the team grows instead of running out of coloured flags we just add the name.

I have been tasked with implementing this but I can not get beyond setting up field chooser and adding the “Analyst” column. Has anyone done a similar thing or know how to resolve this, I would be really grateful for any help here.

 

The company I work for has one dispatcher who assigns each request with a tech's ID number in the subject line then all follow up emails are subjected with that number only - you see your number you open reply etc...
If at your company this is out of the question try this...
Set up each analyst with an ID number...

As each of you open emails change the subject line to your established analyst number ID and request that the user refer to this number for the entirity of this email but if the subject changes a new request will have to be submitted and this will tell others its been responded to and to whom is responding.

Good Luck