IT Help Desk Ticketing System
Comprehensive ticketing system built with SharePoint Online and Power Automate for streamlined IT support management
SharePoint OnlinePower AutomateMicrosoft Graph APIGPT Integration
System Overview
Core Components
SharePoint Site Collection
Centralized platform hosting the ticketing system with custom lists, views, and user management
Power Automate Workflows
8 automated workflows handling ticket processing, notifications, and task management
System Demonstration
Video Highlights
Customer form submission process
Email-to-ticket conversion with GPT
Automatic staff assignment system
Planner integration and task creation
Priority-based due date calculation
Customer notification system
Priority restriction enforcement
Complete workflow orchestration
Ticket List Architecture
Core Fields
Issue: Title of the problem
Issue Description: Detailed explanation
Date Reported: Timestamp of creation
Issue Logged By: Reporter identification
Status Management
Priority: Critical, Normal, Low
Status: 6 different states
Category: Issue classification
Due Date: Auto-calculated
Integration Features
Assigned To: Staff member
Planner Task Link: Collaboration tool
Associated Files: File attachments
Contact Details: Reporter info
Custom Views
Assigned to You
Personal tickets
By Person
Staff grouping
By Priority
Priority grouping
By Status
Status grouping
Automated Workflow SystemThe core intelligence driving the ticketing system
1
Process Form Ticket Customer Form
Purpose: Automatically processes customer form submissions and creates ticket entries
How it works:
• Triggered when a new form response is submitted
• Extracts all form details and response data
• Checks for file attachments in the submission
• If no attachment: Creates new list item directly
• If attachment exists: Creates item and associates the file
• Ensures data integrity and proper field mapping
2
Planner Task Creation
Purpose: Creates corresponding Microsoft Planner tasks for team collaboration
How it works:
• Triggered immediately when a ticket item is created
• Creates a new task in Microsoft Planner with ticket details
• Generates a unique task ID for tracking
• Creates a direct link to the Planner task
• Updates the ticket item with the Planner task link
• Enables staff discussion and solution documentation
3
Intelligent Due Date Setting
Purpose: Automatically calculates and sets appropriate due dates based on priority levels
How it works:
• Triggered when an item is created or priority is modified
• Evaluates the priority level (Critical, Normal, Low)
• Calculates due date based on predefined SLA timeframes
• Critical: Immediate priority with shortest timeframe
• Normal: Standard business timeline
• Low: Extended timeline for non-urgent issues
• Updates the item with the calculated due date
4
AI-Powered Email Processing
Purpose: Converts incoming support emails into structured ticket data using GPT
How it works:
• Triggered when an email arrives at the support address
• Extracts the email body text and metadata
• Sends the text to GPT model for intelligent parsing
• GPT converts unstructured text into CSV format
• Creates a file in the ticket drop-off library
• Creates a new ticket item using the GPT-processed data
• Maintains email context and sender information
5
Smart Staff Assignment System
Purpose: Intelligently assigns tickets to the most qualified staff member using AI
How it works:
• Triggered when a new ticket item is created
• Makes HTTP request to Microsoft Graph API for access token
• Retrieves all staff members' display names and skill sets
• Combines issue details with staff skills data
• First GPT analyzes and selects the best-matched staff member
• Second GPT extracts and validates the staff member name
• Updates the ticket item with the assigned staff member
• Ensures accurate assignment based on expertise matching
6
Planner Task Assignment Sync
Purpose: Synchronizes ticket assignments with corresponding Planner tasks
How it works:
• Triggered when a ticket item is modified
• Extracts the Planner task link from the ticket
• Uses the task ID to locate the corresponding Planner task
• Retrieves the assigned users from the ticket item
• Updates the Planner task with the same assigned users
• Maintains consistency between SharePoint and Planner
• Enables seamless collaboration across platforms
7
Automated Customer Notifications
Purpose: Keeps customers informed about their ticket status with intelligent email updates
How it works:
• Triggered when ticket items are created or modified
• Monitors status changes to "In Progress" and "Completed"
• Checks hidden fields to prevent duplicate notifications
• For "In Progress": Sends work commencement notification
• For "Completed": Sends resolution confirmation email
• Updates Mail-In Progress and Mail-Completed tracking fields
• Provides professional customer communication
8
Priority Control & Security
Purpose: Enforces priority modification permissions and maintains data integrity
How it works:
• Triggered when ticket items are created or modified
• Compares current priority value with previous value
• Identifies if priority has been changed
• Verifies if current user has priority modification permissions
• If authorized: Updates Planner task with priority change note
• If unauthorized: Reverts priority to previous value via HTTP request
• Sends notification email to unauthorized user
• Maintains audit trail and system security
Technical Implementation
Platform Architecture
SharePoint OnlineCore Platform
Power Automate8 Workflows
Microsoft Graph APIIntegration
GPT ModelsAI Processing
Key Features
Automated ticket creation from forms and emails
AI-powered staff assignment based on skills
Intelligent priority-based due date setting
Seamless Planner integration for collaboration
Automated customer notification system
User Management
Staff Members (6)
Full system access with role-based permissions for ticket management and priority modifications
Customers (3)
Ticket submission access via forms and email integration
Service Account
Automated workflow execution and system integration
Security & Compliance
Role-based access control (RBAC)
Priority modification restrictions
Audit trail maintenance
Automated compliance notifications
Project Impact & Results
100% Automation
Complete automation of ticket lifecycle from creation to resolution
8 Workflows
Sophisticated workflow orchestration handling all system operations
AI Integration
GPT-powered email processing and intelligent staff assignment
System Capabilities
Multi-channel ticket creation (forms, email)
Intelligent staff assignment based on skills
Priority-based SLA management
Automated customer communication
Seamless Planner task integration
Role-based security and access control