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Easiest way to create Form in Sharepoint to open helpdesk ticket with mandatory information RRS feed

  • Question

  • We have Office 365 and are looking to capatiiise on its Sharepoint features.  We want to create a SharePoint front-end to our helpdesk system to prompt users for all necessary fields to enter a request from what we call our IT Service Catalog.  

    The IT Service Catalog is a list of standard services IT provides which require a standard set of data for IT to satisfy the request.  Each service would be associated with a form prompting the user for the details.  

    We see a it working as follows:

    1) User navigates to page offering a link or drop down for each IT service (ex. "Add new SalesPerson to ERP", "Resore file from backup", etc)
    2) User selects desired service (ex "Add new SalesPerson to ERP")
    3) User is prompted with form with mandatory fields.  Some fields will be shared lists (ex Departments, etc) that we maintain and can share between the forms.
    4) User provded data is validated (are all fields provided?  If an Excel file is needed has it be provided?)
    5) An email is generated submitting all data to our helpdesk system

    How can this be acheived using the version of Sharepoint we have?
    Monday, August 26, 2019 1:20 AM

All replies

  • There's never just a single solution... but here's two ideas:

    > 1) User navigates to page offering a link

    1. Create a list for each "service" with all of the unique columns for that "service".
    2. If a user must enter all data or the list item cannot be saved, add a List Validation Formula.
    3. Create a SharePoint Designer Workflow or an Office 365 Flow that sends an email once all valid data has been entered.
    4. Create a page with links to each of the lists. Actually, links to the New Forms of each list.

    >or drop down for each IT service

    1. Create a List Content Type for each "service" with all of the unique columns for that "service".
    2. Create a single Custom List and add the Content Types to the list.
    3. Users will click the New dropdown and pick a "service".
    4. Create a SharePoint Designer Workflow or an Office 365 Flow that sends an email once all valid data has been entered.

    Question is the "Excel file is needed" a Yes/No question, or an attachment?


    Mike Smith TechTrainingNotes.blogspot.com
    Books: SharePoint Calculated Columns and Validation Formulas
    @TechTrainNotes

    Monday, August 26, 2019 1:40 AM
  • Hi nsscott,

    Is there any update?

    If the post helps you, you can mark it as answer.

    Best regards,

    Grace Wang


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    Tuesday, August 27, 2019 8:45 AM