Creating SharePoint 2013 Workflows: IT Helpdesk

This SharePoint 2013 workflow allows users to raise an IT issue.  Once the issue is raised, a task and email are automatically assigned to IT support.  Once IT support have resolved the issue, a task and email are automatically assigned to the IT manager to approve.

This guide has been created in two formats:

  • A YouTube video (under 10m) – see below
  • A blog with step-by-step screenshots – see below

In both formats, the guide has been broken down into 4 sub-sections:

1. Adding the Helpdesk Custom List
2. Adding new List Columns
3. Creating the Three-State Workflow
4. Customising the Helpdesk Form

1. Adding the Helpdesk Custom List

Start by adding an app:

Add an app for the SharePoint 2013 workflow

Click Custom List:

Add a custom list for the SharePoint 2013 workflow

Navigate to the list using Quick Launch:

Navigating to the SharePoint 2013 Workflow List using Quick Launch

2. Adding new List Columns

Click “List Settings” under the “List” tab in the ribbon:

SharePoint 2013 Workflow List Settings

Click on the column “Title” under the “Columns” section:

SharePoint 2013 Workflow List Columns

Change the “Column Name” to “Issue” and click “OK”:

Renaming the SharePoint 2013 Workflow List Column

Click “Create column” under the “Columns” section:

Create a column for a SharePoint 2013 workflow list

Name the column “Issue Description” and select “Multiple lines of text”, then click “OK”:

SharePoint 2013 Workflow List Issue Description Column

Click “Create column” again.

Call the column “Preferred Method of Contact” and select “Choice”.

Enter the choices as “Telephone” and “Email Address”, then select “Radio Buttons”.

Remove the default value so the field is blank, then click “OK”:

SharePoint 2013 Workflow List Contact Column

Click “Create column” again.

Call the column “Telephone Number” and select “Number” then click “OK”:

SharePoint 2013 Workflow List Telephone Column

Click “Create column” again.

Call the column “Email Address” then click “OK”:

SharePoint 2013 Workflow List Email Column

Click “Create column” again.

Call the column “Status” and select “Choice”.  In the description, write “Please leave your case as Opened”.  Select “Yes” that the column contains information.

Enter the choices as “Case Opened”, “Case Complete” and “Case Closed”, then click “OK”:

Creating a Status column for a SharePoint 2013 Workflow

Click “Create column” again.

Call the column “Issue Type” and select “Choice”.  Select “Yes” that the column contains information.

Enter the choices as “Hardware” and “Software” and select “Radio Buttons”.

Remove the default value so the field is blank, then click “OK”:

013 Creating an Issue Type column for a SharePoint 2013 Workflow

Click “Create column” again.

Call the column “Date of Issue Submission” and select “Date and Time”, then click “OK”:

Creating a Date Column for a SharePoint 2013 Workflow

3. Creating the Three-State Workflow

Navigate to the “IT Support” list using the Quick Launch.

Click “Add a Workflow” under the “Workflow Settings” in the List tab:

SharePoint 2013 Workflow Settings

Select “Three-state” as the workflow template and name the workflow “Helpdesk”.

Uncheck “Allow this workflow to be manually started by an authenticated user with Edit Item permissions”.  Check “Creating a new item will start this workflow” and click “Next”:

Naming a SharePoint 2013 Three-state Workflow

Firstly we need to configure settings for “Specify what you want to happen when a workflow is initiated”.

Under “Task Details > Task Description”, change “Include list field:” to “Issue Description”.

Under “Task Details > Task Due Date”, uncheck “Include list field: Date of Issue Submission”.

Under “Task Details > Task Assigned To”, select “Custom” and add the name of someone responsible for the first line of IT support:

Configuring the SharePoint 2013 Workflow First State

Secondly we need to configure settings for “Specify what you want to happen when a workflow changes to its middle state”.

Under “Task Details > Task Description”, change “Include list field:” to “Issue Description”.

Under “Task Details > Task Due Date”, uncheck “Include list field: Date of Issue Submission”.

Under “Task Details > Task Assigned To”, select “Custom” and add the name of someone responsible for approving the closure of a case once the issue is resolved (e.g. an IT Manager).  Then click OK:

Configuring the SharePoint 2013 Workflow Second State

4. Customising the Helpdesk Form

Navigate to the “IT Support” list using the Quick Launch.

Click “New Item” under the Items tab in the ribbon:

New Item to SharePoint 2013 Helpdesk Workflow

On the “New Item” page, click on settings and select “Edit page”:

Edit new item page for SharePoint 2013 workflow

Click “Add a Web Part”:

Add a Web Part to the New Item page

Choose the “Media and Content” category and the “Content Editor” part, then click “Add”:

Add the content editor web part to the SharePoint 2013 workflow

Click on the “Click here to add new content” link:

Click here to add new content link

Enter some brief instructions (like in the example below) and then click “Stop Editing” under the Page tab of the ribbon:

Stop Editing the SharePoint 2013 Workflow Form

Your helpdesk workflow solution is now complete.  When users add a new item to the list they will be presented with the following form:

Finished SharePoint 2013 Helpdesk Workflow Form

Once the user clicks save, a task and email will automatically be assigned and sent to IT support.  Once they have resolved the issue, the IT manger will automatically be assigned a task and sent an email asking for approval.  Once completed, the workflow ends.

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