Forum Discussion
Use SharePoint as Help Desk front end
MarcoMangianteIM for the IT Ticketing System at my company I built a system that uses Forms, SharePoint, Power Automate and Power Apps-customised SharePoint forms. We've had nearly 10000 tickets submitted and resolved in the last year.
1. The user in the business submits details of their issue via Microsoft Form form from our intranet.
2. A flow in Power Automate gets that form response and saves it to a "triage" list in SharePoint and sends an email from a shared mailbox to the IT Applications Manager alerting him to the new item, with a link to it. It also sends a confirmation email back to the user with the details of what they submitted and the ID number from the triage list.
3. The IT Applications Manager opens the ticket details which are in a Power Apps customised form and routes the ticket to one of 3 teams. Another flow adds the ticket to a separate "routed" list with the team, trhe details of the problem and who submitted it and a ticket number column which is populated by the ID from the triage list - so the ticket has the same number all the way through.
4. Each of the 3 teams has their own view of the routed list. They go into it and can assign it to a specific engineer via a Power Apps customised form. In that form they can add notes and can send an email to the user (via another flow). The user can reply to this email (via another flow) which will populate a column in the list. When the engineer has resolved the issue s/he can click a button in the customised form to trigger yet another flow to close the ticket, update the status and send a final email to the user.
So there are several flows running and we make heavy use of shared mailboxes. But it's quite intuitive and the system has allowed us to cancel an external contract for IT Support that wasn't providing the support we wanted and they didn't have the in-depth knowledge of our systems, so it has saved real money.
Hope that's useful. Come back with any questions.
Rob
Los Gallardos
Intranet, SharePoint and Power Platform Manager (and classic 1967 Morris Traveller driver)
wisina they are just buttons added to the Power Apps customised form. The two on the left each trigger a flow in Power Automate., the other 2 don't they just save or rest the form as appropriate.
Rob
Los Gallardos
Microsoft Power Automate Community Super User.
Principal Consultant, SharePoint and Power Platform WSP Global (and classic 1967 Morris Traveller driver)
