create a ticketing system in SharePoint

kenright I built the IT Support Ticketing System for my company 4 years ago and it's still in use even though we've been bought by a different company so I had to basically re-build the system. Overall it's had about 25,000 tickets go through the system. I'll give you a brief overview of it but come back with any specific questions.

1. A user completes a form in Microsoft Forms with the relevant information about the issue or request.

2. A flow in Power Automate triggers when the form is submitted and saves the response into a SharePoint list called Triage. The same flow then sends an email to the user with the details of what they submitted and the ticket number which is the ID of the item in the list.

3. A support manager goes into the list and edits the item which is a Power Apps customised SharePoint form. He selects the team to assign it to and clicks a button on the form to trigger another flow that a) marks the item as triaged and b) adds it into another SharePoint list called Routed where one of the columns is called Ticket and it's populated by the flow with the ID number from the triage list. So the ticket keeps the same number all the way through the system.

4. The routed list has a view for each of the teams that work on support (applications, infrastructure, procurement etc). An engineer from the relevant team opens the and the form is, again, a Power Apps customised SharePoint form. The engineer adds notes and there are buttons on the form for 1) save only, 2) cancel only, 3) save, send comment to user but keep ticket open and 4) save, send comment to the user and close ticket. Items 3 & 4 each trigger a flow that updates the status, sends the appropriate email etc.

So the user never interacts with the list itself, they just complete the form and receive comments (and reply) by email.

Rob
Los Gallardos
Microsoft Power Automate Community Super User.
Principal Consultant, SharePoint and Power Platform WSP (and classic 1967 Morris Traveller driver)