Help Desk System

by umar.zia » Fri Mar 20, 2015 4:39 pm

Hello I have followed the blog you guys have made for the help desk and have set mines up identically to what you guys have. .
I have a few question I was hoping I could get a response to .

If i am a user and submit a ticket to say "Tickets@somwhere.com"
It gets synced to the list which uses a discussion board template.
There is a workflow that runs on the list, and every new item that is created, a notification is sent to the user who submitted the ticket and to HR to process the ticket.
HR provides a response and the user receives the response.

That part works good. The trouble is if that user replies back to HR's response. In the discussion board, a new thread is made, with the title having the "RE:Subject" and inside that thread, the existing message conversation is stored.
But this new thread runs the list workflow again in the condition of created? and sends email to HR notifying them a new ticket is created again.

I thought all the messages were stored in one thread? Maybe im doing something wrong.
umar.zia
 
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by Anton Khritonenkov » Wed Mar 25, 2015 12:05 pm

Hi Umar,

Thank you for your question. We just updated our blog post.

Most likely the reason of you issue is that you don't specify 'Ticket #<ID of ticket>' in the subject of email message. It is important, workflow action uses ID from message subject to find existing discussing in discussion board.
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by ZimmermanDave » Tue Jun 30, 2015 12:39 pm

From what I have seen so far your products are fantastic! Really excited by them.

I am having the same problems as the user below. I definitely have the ID in the subject line but when I hit reply it creates a new ticket rather than updating the discussion. I can't really see where the site level sync with email workflow look to see if it is new or existing - have I missed something?

Would really apprecaite any help.
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by Anton Khritonenkov » Wed Jul 01, 2015 6:31 am

Hi,

Thank you for your questions.

Actually we are working on ready to use HelpDesk system for SharePoint Online right now. You can sign up for release here.

Regarding your issue. Could you provide us screenshots of your workflows?

Thank you in advance.
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by ZimmermanDave » Thu Jul 02, 2015 8:17 am

Screenshot.jpg
Screenshot.jpg (41.29 KiB) Viewed 1324 times
Thanks, I have signed up for the release.

Worlkflows below - see attached
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by Anton Khritonenkov » Wed Jul 29, 2015 4:31 pm

Hi Dave,

Thank you for the screenshots. We tried to reproduce such behavior on our side. It works correctly with discussion board list template. Do you use discussion board list template?

If yes. Could you also share examples of email messages you receive and you reply?
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