SharePoint Designer Workflow Driven

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Carmella Small
10 years ago
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1 LHL SharePoint Help Desk

2 Requestor Process Service Request list is restrictive A requestor can only see those requests created by him or her Managers and assignees can see / edit all requests SharePoint Designer Workflow Driven Custom workflows handle much of the automation (field values, alerts, etc.)

can see / edit all requests SharePoint Designer Workflow Driven Custom

3 Help Desk Home Page Displays a user s s active requests only Click this link to submit a new request

4 Service Requests: New Form Joomla SharePoint Joomla, SharePoint, Surveys, etc.

5 Service Requests: Workflow Fields If blank, then defaults to two weeks Controls who gets the request.

6 Service Requests: Post Submission alerts sent to requestor and assignee(s) Requestor s includes link to ticket and brief description of the request Assignee s includes link to ticket Request added to Assignee(s) queue Queue based on assignee s profile at login Request added to Requestor s queue (home page) Queue based on assignee s profile at login

includes link to ticket Request added to Assignee(s) queue Queue based on assignee s

7 Service Requests: Requestor

8 Service Requests: Assignee

9 Service Requests: Requestor Queue New Request. Click q subject link for details.

10 Service Requests: Request Details Service Rep and Assignees set by workflow. Requestor submitted information.

11 Assignee(s) Process Take ownership of task Move request to In progress queue Remove other assignee(s) Note:Typically, multiple folks are assigned to any given task. The person taking ownership should remove other assignee(s). This process keeps everyone s queue clean of unrelated assignments. Add comments as work is done. Comments appear in the requestor s detailed view. Finish the Task Set task status to completed Custom workflows handle much of the automation (move data to closed queue, send alerts, etc.)

This process keeps everyone s queue clean of unrelated assignments. Add comments as work is done.

12 Staff Queues Rep (mgrs) queue Assignee(s) queue

13 Service Request: Edit form Read only view of requestor entered info I ve got it removing Lisa Workflow controlled. If blank, then stamped with today s date upon completion of work.

14 Service Request: Edit form ; ; Set to Completed to finish the task and resume workflow.

15 Service Requests: Completed alerts sent to requestor and assignee(s) Requestor s includes link to ticket and assignee s comments Assignee s includes link to ticket Request added to Assignee s closed queues Queue based on assignee s profile at login Request added to Requestor s closed queue (accessible from home page) Queue based on assignee s profile at login

16 Service Requests: Requestor

17 Service Requests: Assignee

18 Requestor Closed Queue Completed Request. Click subject link for details.

19 Service Requests: Request Details Assignee(s) comments.

20 Representative(s) Process Change Requestor submitted information Requestor selected the wrong request type Change Assignee information Assign request to another person Change resolution type Add request to knowledge base Add link to related articles

Assignee information Assign request to another person Change

21 Service Request: Rep (Mgr) form Section associated with initial request Section associated with assignee input Section associated with rep (mgr) input

22 Service Request: Rep (Mgr) form Lookup of related article titles Publish to knowledge base

23 Help Desk Home Page Displays in knowledge base queue

24 Thank you!

Reference Document. SedonaOnline Support

Reference Document. SedonaOnline Support Document Overview This document is being provided to explain how to request a SedonaOnline password and how to use SedonaOnline to submit and view Support Tickets. Our company utilizes the SedonaOffice