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kalmstrom.com FAQ – HelpDesk OSP


Category HelpDesk OSP

Type Features

Problem Auto Responses: Can SharePoint send automatic notifications to callers when a ticket is created?

Auto Responses: Can SharePoint send automatic notifications to callers when a ticket is created?

Yes, you can send automatic response emails to callers from your SharePoint site when a new ticket is created. For a detailed description, refer to the HelpDesk OSP Workflow Manual and watch the Demonstration.

Here is only a summary.

  1. Open Microsoft SharePoint Designer and from the menu bar select File >OpenSite . The SharePoint site will then open a dialog. In this dialog, give the SharePoint site URL (without the "default.aspx") and click open. After entering a valid username and password, you can see all folders and pages in the Folder List pane on the left hand side. .
  2. Click on File >New >Workflow . Give a name to the Workflow and select a SharePoint list to which you want to attach the workflow and a Workflow start option.
  3. Create a variable by clicking the "Variables... " button. It will open a dialog box. In the dialog box click on Add . A dialog box opens where you can give a Variable Name(CustomSubject) and its data type (select string type).
  4. Click on Actions , select More Actions and select Build Dynamic String from the dialog box. Press Add . Click on the dynamic string link to get a popup window, String builder . Add a SharePoint field value of a newly inserted list item by clicking the Add Lookup button. To make the required subject for e-mail threading, write Ticket: +mapped subject filed of SharePoint list with HelpDesk OSP+[+ id of SharePoint list+].
  5. Click on the Variable: variable 1 link to pass into the predefined Variable. You will get a dropdown to select from the variables. Select the Variable (CustomSubject) created earlier.
  6. Click the Actions button and select Send an Email from the dropdown. You will now get another action to send e-mail. To customize your e-mail message, click on the this message link.
  7. Set the To value by clicking the button in front of the To textbox. This will open a Select Users window. Double click on Workflow lookup from the available list on the left hand side. Now you are asked to define Workflow Lookup in "Source". Select current item. In "Field" select the SharePoint list field mapped to Caller e-mail.
  8. Set the Subject value by clicking the button in front of the "Subject" textbox. It will open a look up. In "Source" select "workflow data" and in "Field" select Variable name (variable: CustomSubject).
  9. For the body you can make your custom template by adding a SharePoint list field from Add Lookup to Body . Text inside square brackets "[]" works as placeholder for the SharePoint list item value, and that can be added from "Add Lookup to Body" in "Source". Select current item and in "Field" select required SharePoint field.
  10. Test the workflow by clicking the Check Workflow button.

You may also send emails to the caller when a ticket is closed, or count the time spent on each ticket, by using Microsoft SharePoint Designer Workflows. This is also described in the HelpDesk OSP Workflow Manual