Creating a SharePoint Helpdesk: Part 2

Problem

I know how to create basic SharePoint lists to track information, but I would like create a dynamic workflow application for submitting and tracking helpdesk requests.  This is Part 2 of this series.

Solution

This is the 2nd part of a 3 part article in this series on Creating a SharePoint Helpdesk. If you missed the 1st article, you will want to start there.

In the previous article, we prepared 2 SharePoint Issues Tracking lists and configured the "Assigned To" column of the Helpdesk Progress list to select from the site group we created called "Helpdesk Technicians".

When the Helpdesk Manager reviews the request, they will assign the appropriate technician. When editing the request, they click the "Address Book" icon to display the technicians in the site group.

Once assigned, the technician gets an immediate notification of the helpdesk request. This is a function of the Issue Tracking list (and not the workflow). The email contains the content of the request along with the name of it ("Ticket #1 - corp\rfisch"), and a link to the SharePoint item ("View Helpdesk Progress").