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Dan Sanders
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  • – PowerShell
  • – SharePoint
  • – Workflow

SharePoint Foundation 2013 Help-desk System

byDan Sanders inSharePoint posted30 August, 2016
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SharePoint Foundation 2013 Help-desk System

SharePoint may not be the best platform to create a Service Desk type system on it as there are free systems out there you can use without much set up (i.e. Spiceworks).
However anything can be set up in SharePoint, you just have to put the effort in to make it work.
My business requirement was to replace the dated ASP.net Help Desk system in SharePoint Foundation as this is a common platform they use for other systems and registers. SharePoint is due to be replaced with SharePoint Standard for Document Management, however this was required before then.

Here’s what I came up with:
(Note: everything is set up OOTB with no addins or costs.)

End Users View:

Service Desk Home Page

 

Requests in Progress
View of Request
Clicking ‘Add a comment’ from ribbon
Comments Tab
Closing a Request

Admin View:

(Not all views are shown)

Notice extra Menu Items
Requests Assigned to Me
Extra functions in Ribbon
Admin Page, Graphs created using SSRS
Creating a New Request
Adding a new Incident, for IT purposes only
If Incident is current, will show up in multiple places

Wiki Help Center:

What Makes this Work

The system is set up using a number of SharePoint Lists and 1 SharePoint 2010 Workflow.
Some of the views are using JavaScript and CSS to display data differently.
I will create a more detailed post on how to replicate the system in due time, but the basics are the following:

Main SharePoint Lists:

– Email Options: Workflow references this to know who to email to. This way the admin can make changes without needing to use SharePoint Designer.
– IS Service Desk: Main Request list. Multiple forms are created in SharePoint Designer to hide fields not relevant. List has about 24 columns
– Site Pages: All the the different end user views
– IS Admin Pages: All the different admin views, permissions locked down
– Site Assets: JavaScript, CSS, Icons Etc.
– Attachments: Self Explanatory

One SharePoint 2010 Workflow created with SharePoint Designer

Basic stages are:
– Initialize Request
> Set due date
> Set Requester
> Set CaseID
– Update Comments
– Assign To
– Re-activate Request
– Quick Close
– Resolved

SharePoint Request Form:

Tabs – http://onlinehtmltools.com/tab-generator/#skin4-top-basic_display
Columns – http://gridinator.com/
Custom Layout – http://www.markrackley.net/2013/08/29/easy-custom-layouts-for-default-sharepoint-forms/

Multiple display and edit forms created in SP Designer to hide feilds for views on Service desk list

DesignListsSharePoint 2013SharePoint FoundationSP2010 WorkflowSystems
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