When you try creating a new case, or open an existing case or mark complete to a case in the Team Helpdesk Ongoing Cases sub-folder, you might encounter the following error message from outlook:
This usually happens when form cache for Outlook on the local system has become corrupted.
1. Clearing the forms cache
The first thing you should try is clearing the forms cache. This will make sure that, in the case of using a custom form, the latest published version of your custom forms gets loaded again.
To clear the cache;
* Outlook 2007 and previous
Tools-> Options…-> tab Other-> button Advanced Options…-> button Custom Forms…-> button Manage Forms…-> button Clear Cache
* Outlook 2010
File-> section Options-> section Advanced-> group Developers-> button Custom Forms…-> button Manage Forms…-> button Clear Cache
When you want to clear it manually, delete all contents from the following directory when Outlook is close;
* Windows XP
C:\Documents and Settings\%username%\Local Settings\Application Data\Microsoft\FORMS
* Windows Vista and Windows 7
And then restart Outlook.
2. Verify that Outlook is configured to use the correct form
If you still have this issue after clearing the forms cache, make sure that Outlook is configured to open the correct form when creating a new item in that folder. To see which form is the default, right click on each of the Team Helpdesk folder and choose Properties. Here you’ll find a drop down list called “When posting to this folder, use:”. Making sure the following are matched;
Ongoing Cases folder – AMTSupportCase
Resolved Cases folder – AMTSupportCase.Closed
KB folder – AMTKnowledgeBase
If you are using Outlook 2003, make sure you have the latest service pack installed for Office 2003. The latest service pack for Office 2003 is SP3, and for Office 2007, it is SP2.