create a ticketing system in SharePoint

Copper Contributor

I need to create a ticketing system in SharePoint that follows this flow:

 

1. SharePoint form filled in and submitted (fields include: TASK NAME (single line of text), DEPARTMENT (choice), REQUESTER (Person or Group), REQUEST TYPE (Choice), SPONSOR (Person or Group), NEW OR AMEND EXISITING (Choice), BRIEF DESCRIPTION OF PROPOSED TASK (Multiple lines of text), AFFECTED CLIENTS (Choice), BUSINESS CASE FOR CHANGE (Choice), BRIEF DESCRIPTION ABOUT REASON & SIZE OF OPPORTUNITY (Single line of text), CLIENT SLA (Date and Time), DESIRED COMPLETION DATE (Date and Time))

 

2. Upon submission, an email is sent to the REQUESTER which is to include a unique code for that task. Another email is sent the the SPONSOR for approval.

 

3. Once it is approved, an email will be sent to a group inbox and the task is added to a list.

 

4. If any amends are made to that item on the list, another email is sent to the REQUESTER to update them of the progress.

 

How do I do it?!

Help!

4 Replies

@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.

0-Form.png

 

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.

 1-TriageList.png

 

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.

 

2-TriageForm.png

 

3-RoutedList.png

 

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.

 

4-RoutedForm.png

 

5-EmailTicketClosed.png

 

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)

That's great, thank you @Rob_Elliott.

I'll give it a go :smile: 

Hi @Rob_Elliott. Is there a way of adding a people list from an active directory to the form to pick from instead of having to manually input your name and email address, so an email can be sent to the person submitting the form with the details of what they submitted?
:)

@kenright As they are internal to the organisation Microsoft Forms knows who they are and the flow in Power Automate picks that up, saves their details into the SharePoint list with the user's email address in the Title column:

 

1-Flow.png

 

Then later in the flow there is an action that sends them the email with what they submitted. The details in the email are automatically populated from the columns in the item that was created earlier in the flow. It's all automatic, there's no manual inputting and no need for a person column in the SharePoint list.  But there's nothing to stop you adding one.

 

2-Flow.png

 

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