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
and watch the
Here is only a summary.
Open Microsoft SharePoint Designer and from the menu bar select
. 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. .
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.
Create a variable by clicking the
" button. It will open a dialog box. In the dialog box click on
. A dialog box opens where you can give a Variable Name(CustomSubject) and its data type (select string type).
Build Dynamic String
from the dialog box. Press
. Click on the
link to get a popup window,
. Add a SharePoint field value of a newly inserted list item by clicking the
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+].
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.
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
value by clicking the button in front of the To textbox. This will open a
window. Double click on
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.
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).
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.
Test the workflow by clicking the
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