Create an Internal Support Ticket Hub with Microsoft Lists, Forms & Power Automate
Setting Up the Support Ticket Portal First, we will set up the support ticket portal. This is where ticket requests will populate, be triaged, assigned and managed. It's a central location where the support team members can keep track of their tasks as well as keep the client informed through automated notifications upon status changes. Let's get started! 1. Create the Microsoft List: Navigate to Microsoft Lists from the Microsoft365.com App launcher in the upper left. Select the “+ New list” and choose the “Issue Tracker" template. Fill out the list information (name, description*, color*, icon*, and associate it with a team or save to your lists) and select create to make your form (*optional). In this case, associating the list with a team is required as it is needed for notification purposes later on in the tutorial. Review the list items from the template and customize the list to what your organization needs. Include columns that capture essential details such as issue description, priority level, assigned to, and status. Ensure the list is set up to store all necessary information for managing support tickets. There will be items you need captured from the person submitting the form as well as items to triage, assign, and track the status of the case. 2. Creating the Support Ticket Form In the list menu, select the "Forms" tab to create a new form. Customize the form by removing or unchecking questions that are designed for the support team, leaving only the questions needed from the person submitting the ticket. For example, you’d remove the Priority, Status and Assigned To fields from the form because those items are not determined by the submitter, but by the internal staff triaging the case. Ensure the form captures essential details such as the issue description, associated files, and contact information. 3. Enabling Notifications and Assigning Tickets In the form settings, select the toggle next to "Notify me" so that whenever a new item (support ticket) is submitted, you are immediately notified. This ensures that you don't miss an urgent request. Preview your form Check for changes or adjustments you’d like to make. If everything is good, congratulations! You’ve made your support ticket form! 4. The Workflow Process: Now that your form and list are created you can test out your new form and ticket portal. Grab the link to your new form by selecting the forms button again in the menu. Select the link sign to copy the link. Let's test things out. Fill out the form with information as if you are an employee submitting a ticket about an issue. Refresh and check your Microsoft List to make sure the form responses were automatically added. Triage the case. In the Microsoft List, double click on the form submission list item. Here, the support admin will triage the case by assigning it to a member of the support team, updating the status of the ticket to "In Progress" and assigning it a priority status. When a ticket is assigned, the assigned staff member receives a notification, ensuring they are aware of their new task. If they need to get in contact with the employee that submitted the case, they are able to come to the list item, and check for contact/email details in the email column. Team members can update the status of the ticket to "In Progress" when they start working on it and then to "Completed" once the issue is resolved. These status updates help track the progress of each ticket and ensure timely resolution. Congratulations! You have an internal support ticket portal and form. To further enhance the transparency and efficiency of your internal support ticket system, you can implement additional notifications to keep the requester informed about the status of their ticket. By setting up automated notifications in Power Automate for when a ticket is marked as "In Progress" and "Completed," you ensure that the requester is always aware of the current status of their issue. This not only improves communication but also boosts confidence in the support process, as employees feel assured that their concerns are being actively addressed and resolved. 5. Automating Notifications with Power Automate Create a Flow: From the Microsoft365.com app launcher, open Power Automate. Click "+ Create" and select "Automated Cloud Flow". Choose a flow name and set the trigger to "When an item or file is modified". Configure the Flow: On the canvas, select the trigger to enter the required data. The site address your Microsoft List is attached to and the list or library name. Next, we must add a trigger condition in order for the flow to only trigger when the status column has been changed. In the settings tab add the following trigger condition NOt(equals(triggerOutputs()?['body/Status'], triggerOutputs()?['body/PreviousStatus'])) Return to the canvas to create a new action. Select the + sign under your trigger. In the search menu, search for the condition action. For the value of the condition, we want to choose the Status Value from the dynamic field (the lightning bolt). We want to make sure the condition states “Status Value is equal to In progress”. (Capitalization matters here so make sure the capitalization of “In progress” matches the way it is spelled on your Microsoft List”. In the "True" column of your condition we will add a new action. Select “Send an email (V2) Inside of your action select, “Switch to Advanced Mode” to be able to enter dynamic fields or fields directly associated with your form submission. In the "To" field, select the lightning bolt for a dynamic entry. And select the “Issue logged by Email”. This will add the email address of the form sender to the “To” field and who the notifications will be sent to. In the Subject field type and appropriate title such as “Support Ticket Status Update”. In the Body field type a message to the requester. For example, "Hello, you are receiving this message to notify you that your support ticket for" (dynamically insert the name of the issue) “has been changed to “In Progress”. At this point, the flow now sends notifications for when the status column has been modified to “In Progress. Now, let's do the same and send a notification for when the status has been changed to “Completed”. In the False column, we are going to add another condition. The values for the condition will be the same except where it once said, “In Progress” it will say “Completed”. You want the statement to read “Status value is equal to Completed”. In the true column add the same action for sending an email and fill out the details accordingly. Save and test your flow. Test and Deploy: Test the flow to ensure it works as expected. Select Test and choose Manually. This specific flow is triggered when the status column has been modified to “In Progress” or “Completed”. Test both separately to make sure both works. You will see green check marks and receive a notification to the email you provided earlier when filling out the form with sample data. In this example, I tested the flow by updating the status to “In Progress” so in this case I have green check marks along the left side because that follows the first conditions. The green check marks will follow the right-side path if I choose to test the “Completed” status. Here is a copy of the email that was sent to the inbox. Once satisfied, deploy the flow to automate the notification process, enhancing communication and satisfaction. Conclusion By leveraging Microsoft Lists and Forms, you can create a robust internal support ticket system that streamlines the process of submitting, triaging, and resolving support requests. The integration with Power Automate further enhances this system by automating notifications, ensuring that all parties are kept informed throughout the process. This setup not only improves efficiency but also boosts employee satisfaction by providing a transparent and responsive support system.
Generating an email with Power Automate using data from MS Forms
I'm trying to generate an email based on responses to a Microsoft Form. To do that, we've been using Power Automate. But I don't know coding, so I'm struggling with the "if this, then do this or if this then do this." I'm trying to add content based on the response to a form question. This is what I have & Power Automate doesn't like it. If possible, I want the No response to result in a blank. if(equals(outputs('Get_response_details')?['body/r4dc7982d2d21447595928fe605d196a9'],'Yes','SNAP',' ') It also doesn't like this: if(equals(@{outputs('Get_response_details')?['body/rfa090ef4e8d14bf187d32d6ee29bce37']},Yes),'What is needed to complete the benefit request? @{outputs('Get_response_details')?['body/r6671aa148c974fbfb399bdf3c334f4a4']}',' ')Guidance on Planner Premium, Dataverse and Power Automate
Hoping this title invites you to share more knowledge around Planner Premium, Dataverse and working with Automate Scenario: I have a user inside our company saying i need access to Dataverse since he wants to automate some task creation with regards to planner premium. I am pretty ok with that, so he needs a Power Automate Premium license. Although looking at the data in the Projects data tables in the default environment their business units are the root BU - getting a little concerned. Are all projects and related data available for all people that can read the Dataverse tables? If you have some insights or experience please comment :) Could they develop that in a development or sandbox environment before piping it to a designated environment? but there are no Projects tables in dev or in sandbox environment. Main problem: there's so much information about planner and power automate that it's impossible to actually find any guidance around this scenario amongst all classic planner hitsMicrosoft 365 & Power Platform Community call - Community demos
💡 Microsoft 365 & Power Platform Development bi-weekly community call focuses on different use cases and features within the Microsoft 365 and Power Platform - across Microsoft 365 Copilot, Copilot Studio, SharePoint, Power Apps and more. 👏 Looking to catch up on the latest news and updates, including cool community demos, this call is for you! 📅 On 18th of December we'll have following agenda: Copilot prompt of the week CommunityDays.org update Microsoft 365 Maturity Model update Latest on PnP Framework and Core SDK extension Latest on PnP PowerShell Latest on Copilot pro dev samples Latest on Power Platform samples Picture time with the Together Mode! Mike Givens (CACI) Automating smart Approval cancellations in Power Automate with Dataverse Ben Fetters (Peak Power Apps) – Creating a comments section in Canvas Apps with JSON Ejaz Hussain (Advania UK) – Integrate Copilot Agents into SharePoint: OOTB and Programmatic Approaches (Client API & WebChat) 📅 Download recurrent invite from https://aka.ms/community/m365-powerplat-dev-call-invite 📞 & 📺 Join the Microsoft Teams meeting live at https://aka.ms/community/m365-powerplat-dev-call-join 👋 See you in the call! 📖 Resources: Previous community call recordings and demos from the Microsoft Community Learning YouTube channel at https://aka.ms/community/youtube Microsoft 365 & Power Platform samples from Microsoft and community - https://aka.ms/community/samples Microsoft 365 & Power Platform community details - https://aka.ms/community/home 🧡 Sharing is caring!Microsoft Power Platform community call - December 2025
💡 Power Platform monthly community call focuses on different extensibility options for builders, makers and developers within the Power Platform. Typically demos are from our awesome community members who showcase the art of possible within the Power Platform capabilities. 👏 Looking to catch up on the latest news and updates, including cool community demos, this call is for you! 📅 On 17th of December we'll have following agenda: Power Platform Updates & Events Latest on Power Platform samples Supercharge Your Date Logic: The Ultimate Working Day Calculator for Power Automate – Ian Tweedie (Capgemini) Animated Navigation in PowerBI – James Mounsey-Moran (Trustmarque) Building a copilot for Dataverse DevOps – Shashank Bhide (Kerv Digital) 📅 Download recurrent invite from https://aka.ms/powerplatformcommunitycall 📞 & 📺 Join the Microsoft Teams meeting live at https://aka.ms/PowerPlatformMonthlyCall 👋 See you in the call! 📖 Resources: Previous community call recordings and demos from the Microsoft 365 & Power Platform community YouTube channel at https://aka.ms/community/videos Microsoft 365 & Power Platform samples from Microsoft and community - https://aka.ms/community/samples Microsoft 365 & Power Platform community details - https://aka.ms/community/home 💡 You want to do a demo in this call? - Please fill in the following form and we'll get you scheduled - https://aka.ms/community/request/demo
Excel Does Not Sync Until Opened
I created a form linked to an Excel spreadsheet in SharePoint as well as a Power Automate approval flow triggered on submission. In addition to sending out confirmation/approval emails, the flow also updates the associated Excel spreadsheet with the approval/denial. The flow was working fine until last week but since then has failed 2 consecutive times. The failures appear to be related to the flow unable to find the automatically generated submission ID in the Excel spreadsheet. When I open the linked spreadsheet, the submission is not immediately present at first but the file does sync at that point and the entry appears. When re-triggered after the sync, the flow completes successfully. Not sure if it is related, but MS form/linked spreadsheets have been updated by Microsoft recently and I was prompted to go through an update process for synced Excel spreadsheets. I completed the update with this specific form last week after the flow failed for the first time. TLDR - my form only syncs with the spreadsheet once opened. Any ideas how to get MS Forms to update the spreadsheet in real-time as opposed to when it is opened?
Option for %complete of a task to change based on items completed in a checklist
Hi, I want the %complete of a task to change based on items completed in a checklist. Currently it uses a combination of hours and the start/end date, but I would like the %complete to also reflect the number of items that are completed in a checklist. For example, if a checklist of 8 items has 2 items done, the percent complete would be 25%. Is this possible? Or could this feature be added. I know there is a work around to use power automate, however, I encountered issues with pulling planner premium tasks into power automate. Thanks
Resubmitted response overrides original response instead of making a new entry
Hi, I have a Microsoft Form that allows respondents to edit their submissions after submitting. Last week when someone resubmitted their response, it created a new entry in the Excel sheet which is what I prefer since it triggered a Power Automate flow. However, I ran it again this week and now it seems to override the original response in the Excel sheet. This does not trigger the flow, which is a big issue. Does anyone know why this might be happening/how to fix it? Thanks in advance!
Error importing Project Accelerator for Project on the web in power apps
I want to import the Project Accelerator solution for Project for the web (Project Plan 3). The solution can be downloaded form github https://github.com/OfficeDev/Project-Accelerator I am using a 30 day free trial version of M365 Business premium and Project planner premium with Project Plan 3. The suggested method to install the solution (as per above github repo Maintained by microsoft) is using http://powerapps.com > solutions > import solution upload the zip file download from the github page. I have global admin rights and using the default environment, and Rights to create Power Automate flows using the Common Data Service connector. However, when I get the following error message Solution "Project for the web Accelerator" failed to import: OptionSets import: FAILURE: SecLib::CheckPrivilege failed. User: XXXXXXXXX-XXXXX-XXXXXX, PrivilegeName: prvCreateOptionSet, PrivilegeId: XXXX-XXXX-XXXXX Required Depth: Basic, BusinessUnitId: XXXXX-XXXXXX--XXXXXX, MetadataCache Privileges Count: 5443, User Privileges Count: 1632 I am login in as the global administrator so all permissions must be already in place. In the Power Platform Admin Center, Environments > Settings > Users + Permissions > Security Roles and checked the user's assigned roles. All seems ok. Any help will be most useful.Microsoft Planner @Mention and Comment Notification in Microsoft Teams - NEW VERSION
Hi Planner Community, Thank you for the overwhelming support for my original post last year on how to @mention someone within the Microsoft Planner community and have a message automatically emailed to them. I'm excited to share that I've completely redesigned and updated the solution to now support the new Microsoft Teams Planner and remove the issues some users found with setting up the solution. Additionally, the notification is now an adaptive card within the Microsoft Teams chat to the user you @mentioned in the Microsoft Planner comment. Screenshot example above shows a comment posted by me in a Microsoft Planner task where I’ve @mentioned David at the end of the message. Screenshot example above shows the comment posted by me in Planner being automatically sent to David (thanks to the @mention in the comment) on Microsoft Teams. Allowing David to reply in either the traditional Planner or new Teams Planner. Attached is a zip file containing the Microsoft Power Automate solution, along with a detailed walkthrough to help you set it up. Enjoy! If you download the solution, all I ask is that you please give this post a thumbs up. Thanks, everyone! Matthew Davis No More Bad Monday
