I was recently tasked with creating a simple Microsoft teams ticketing system in SharePoint Online and Office 365 for a customer.
While I fully understood that the OOTB feature in SharePoint was not the best way to get the job done, I was delighted when I found it surprising that it could meet basic system requirements ticket with the following functions:
Notifications by email to the sender and the help desk for the different stages of the ticket life cycle
Easily contact the sender for follow-up action and create custom dashboards using SharePoint Online list views.
Smaller reporting features with Microsoft Forms
Possibility to define hours and hours of monitoring
Filtering and personal display functions to provide every help desk / IT employee with an ideal and intuitive experience that suits their working style
Before we start building a simple ticket system with SharePoint Online and O365, I would like to highlight some restrictions on using it:
- There is no way to reopen a closed ticket mistakenly.
- Reporting and monitoring function only affect user input in Microsoft Forms. Tracking metrics and deadlines are not easy to use with this system.
- There is no clean way to track updates and ticket progress. If Jessica talks to the end-user and learns new order information in the ticket system, she can add it to a ticket by adding it to the original description.
- Whatever the limits, if you continue to get your attention, let’s take a look at how this system is built. Here is a list of things you will need before you start:
- Service account for forms and flow connections
- Access Microsoft Flow permissions, forms, and edits from the SharePoint base menu
- A stable SharePoint website that can access at least, if not all, your company’s IT help desk, depending on content sensitivity and compliance requirements.
Exploring the Microsoft Teams Ticketing System
As with any project, be sure to register all requirements promptly before construction. Solving problems for this project isn’t the end of the world, but it pays to have a clear idea in advance of the areas included in this workflow.
The first step is to prepare a SharePoint list, which will eventually become the repository for the ticketing system. Here are a few things to keep in mind:
What types of permissions do you want for this list? If you work in an industry that deals with a lot of sensitive information, it may be best to target only a specific group of users by making the most SharePoint security groups.
Which columns are created as selection columns and text columns? In my example, “Priority,” “Category,” and “Status” are available because I use these columns to create custom views and want standardization for review and filtering.
Where to live Because computers and software always break down and end-users ever need professional support, the microsoft teams ticketing system must always be available. Therefore, find a place on your internal network where it hopes for a happy and long life and put it in an intuitive area for end-users and IT administrators. Imagine that your computer is on fire and has to organize a presentation with two hours’ notice. They want them to know exactly where they are going to submit their claim to the equipped people.
The other optional functions are:
Column format implemented to improve the call and use of list views.
While many of these adjustments are in place to bring the attention of the help desk manager to some tickets over others, for example, late follow-up appointments in bold, red, and high priority that display a red icon offer real benefits. The mailbox icon next to the sender’s name is, for example, a mailto link that automatically manages the sender. This is useful if the helpdesk administrator has additional questions or needs further details.
After that, we create a form for user input. PowerApps can be one approach to this, but for this specific task, Microsoft Forms has been used to improve serviceability once this solution has been delivered to the customer, as managing forms as an end-user is much more. Easy than PowerApps. Include only the fields you want the user to fill in and leave the rest. We will soon see how to extract user input from this form in SharePoint. Form
Here we are! The next step is to work on Microsoft Flow. This requires a workflow for two different reasons. One in case of filing a request via the forms and one in case of resolution of the ticket.
Microsoft teams ticketing system Expanded Ticket
As you can see, when a new order is entered in the forms, the information entered in the appropriate fields of the SharePoint list is analyzed. The form is used to prevent the user from modifying background fields such as “Define” and “Follow.” The workflow creates the item in SharePoint, sends an email to the help desk, and sends an email to confirm to the sender that their ticket has been received.
The account you use to design this flow must have access to a regularly monitored mailbox, and the “Send As” field in Outlook connectors should list the corresponding mailbox. If someone replies to the received email, you want to know that it has been verified through the correct channels.
From now on, the helpdesk will be informed of the new order and will react accordingly. This requires little user training. The help desk employee should edit the menu item, assign it to a member of their team, and set the follow-up date.
The purpose of the second flow is to inform the user that the card or list has been technically marked as “complete.” This is a simple workflow that checks whether the “Status” field contains the value “completed.” However, it is essential to make sure that the tickets are resolved. Otherwise, but still closed, the end-user knows that they must inform the Help Desk: last flow.
Finally – and this is an important point – we need to share our creativity with others. Share your influx with another person or group that your tenant trusted to ensure maximum availability and do the same with your form. However, you may not be able to transfer ownership fully. For this reason, it is essential to use a permanent service account. Finally, you want to make sure that the permissions on the SharePoint list behind the ticket system have more than one approved owner.
Take advantage of the ticketing system
The last thing you want to do to enable this basic ticket system in SharePoint Online is to display the form using the easy to access and intuitive Form web part on the SharePoint site. If a companion’s computer caught fire, they should be able to control the computing time before the entire building is taken over. And There you go! In 20 minutes, you can set up your company’s help desk ticketing system without spending more than what you spent on your Office 365 subscription. This example is simple and may grow to higher requirements. For example, you can create a workflow that makes it easier for users to reopen tickets or track updates and ticket metrics with the Azure SQL database. However, this strategy has worked with my clients, and I hope it will help you get started with your solution. Do not forget to think about saas security when using any online service.