Creating a SharePoint Helpdesk: Part 1
Written By: Rob Fisch -- 3/9/2010 --
(29) comments --
Categories: MOSS 2007, Project Management, Workflow, WSS3
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I know how to create basic SharePoint lists to track information, but I would
like to create a dynamic workflow application for submitting and tracking helpdesk
The purpose of this article is to both give you a (MOSS 2007 or WSS3)
solution that you can actually use for handling helpdesk requests and to act as
a learning solution where you will learn skills to create your own SharePoint
The application begins with a helpdesk request, made by any authenticated user.
Using a SharePoint list form, the user completes a basic description of the
problem, selects a problem category and priority. Once submitted, the Helpdesk
Manager receives an email notification about the issue, with a link to the
details about the request. The Helpdesk Manager assigns a technician, adding or
editing fields as needed. When the manager makes the assignment, the technician
receives an automated email with a link to the request item. To keep the
original updated on issue progress, whenever the technician changes the list
item, the user gets an automated email notification whenever the ticket item
This solution contains 2 SharePoint lists, 1 site group, and 3 workflows. The
material will be presented in 3 parts (one part per day). Each part will contain
1 of the needed workflows for the entire application.
To create this solution you should have a basic understanding about the
- Creating SharePoint lists, able to add and remove fields.
- You should have "full control" permissions in the target
site for the application.
- That you have
SharePoint Designer 2007 installed.
- You have a new blank site created for the application using
There are 3 basic roles in this application.
- The user making the request.
- The Helpdesk Manager, in charge of reviewing the request,
reprioritizing and/or making changes if necessary, and assigning
the request to a technician.
- The technician assigned to work on the issue.
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