hello my name is Todd Baginski I'm a Microsoft MVP and the CTO of canvas
consulting in this video I'm going to give you an end-to-end demonstration of
the help desk power apps sample alright let's get started after you installed
the help desk power up sample go to web power ups com
click on the apps menu and then click on the help desk power up sample you've
installed once you load it it will look like this I'm gonna walk you through the
flow of being a help desk user by logging in with the top button here to
submit a ticket after I submit a ticket I will then log in as an help desk admin
these are people who work on the help desk and facilitate fixing tickets for
users I'm going to show you the emails that flow back and forth and the flow
that is used to facilitate this process
the first thing I'd like to show you is the SharePoint list behind the scenes
this is what my help desk list looks like this list stores my help desk
tickets right now you can see it's empty the first time you open the app and
login as a help desk user or an admin it will also be empty unless you've put any
data inside of that help desk list first I'll click login as a help desk user I
can see that I have not submitted any helpdesk tickets when you log in as a
user the view is filtered to show just the tickets that you have submitted I
click the plus button to submit a new ticket now I enter the title for my
ticket
then I select a category these categories as well as the priorities
both come from the choice columns inside of the SharePoint list so if you wish to
change the values inside of them you don't have to write any code you just
select the different values for the items in your choice list then I'll
select the priority first I'm going to select a low priority item and then I
give it a description and click the Create button when I click the Create
button my ticket is now submitted to the help desk and if I come back to the
SharePoint list and refresh the page I will see that item has been created here
now I can return to the help desk power app and I can see that ticket is inside
of the list but no customer service representatives at the help desk have
started working on it I'll then click the logout button and now log back in as
a help desk admin so now I'm pretending I'm a user who is part of the help desk
team I can see that a ticket has been assigned to us and it hasn't been
started so I'm going to get to work on it I'm going to click the edit button to
begin my work then I'll say I have started on that and it is in progress
notice the slider moves automatically when I pick which a value that I'm
working with then I'm going to pick who this is assigned to here I type in the
name of the user in this case I'm logged in with this admin account I'm using it
as both of the admin and the help desk user so I can show you the emails that
flow back and forth between the two different users this person indicates
they have started work on the ticket as in progress and they've assigned it to a
user and then they will click update now you can see the progress is updated to
in progress if I come back and login as the help
desk user here I can also see the ticket is in progress if I click over to look
at outlook remember I'm using the same account here to be both the person who
submitted the ticket as well as the helpdesk employees taking care of it so
I'm going to see all the emails going back to both of those people in the same
email account first when we submitted our ticket we can see here that the
administrator has a new ticket that was assigned to them and this is marked as a
low priority item you can see the SLA indicates we must get back to the user
within 24 hours then when the users started to work on the ticket an email
was sent back to the person who submitted it to tell them the ticket is
being worked on if we click on the link here it takes them to the list item in
the SharePoint list called helpdesk I'd like to show you more about the SLA that
we're displaying here in the bottom of the email when a ticket has been
assigned to do that I'm going to return to the powerup logout and come back as a
help desk user and submit another ticket and give it a high priority instead of a
low one here I enter a title I pick my category I select high priority and now
I'll give it a description
then I can click create and again I've created a new ticket and submitted it
you can see it is not started coming back to the SharePoint list and
refreshing the page I can now see the new high priority item I submitted to
the application returning to Outlook I can see now I have an email that
indicates there's a ticket to work on notice this one is marked as a high
priority item and the SLA indicates I need to work on this one in four hours
or less to meet our helpdesk SLA well I better get to work on that so I'm going
to return to the powerup and do so first I will log out as the help desk user and
log back in as the admin notice my high-priority ticket is not started and
begin work I'll select a user to assign it to in this case myself and I will
mark this one as in progress and update it now I'm working on the ticket again
if I head to Outlook now I will see a notification message that indicates my
ticket is being worked on as I work through the ticket I realize I can't fix
their keyboard unless I know which type of keyboard they have so here I will
come back in and I will set a new status the new status I will select is waiting
on CSR and then I will put in a description to tell them what I need
finally I will update the ticket and it will go back into the system and you can
see the status is marked is waiting on CSR returning to Outlook I can now see
that the user who submitted the ticket is there they are asking for more
information about it in order to solve the problem I can click on it or go
right to it or I can also go right back to the
power-up I'm gonna head back to the power-up and I
just going to pretend in this case that the help desk user logged in to the app
and gave more information about it now the CSR knows the model number and they
can complete the issue and order a new one and deliver it to the customer at
this case the ticket is marked as completed and now I will mark that
hundred percent done and click update the ticket is now marked as completed in
the view of the help desk admin logging out and coming back in as a help desk
user I can see my ticket has been completed heading back over to Outlook
now I can see the message that indicates my ticket was completed and the process
is done finally if I go back to the helpdesk list and refresh the page I can
see here that this one is marked as complete now I'd like to show you the
flow behind the scenes that facilitated this whole process of sending the emails
each time that you submit a ticket or update it in the help desk this flow is
triggered by the power up the power app first queries the SharePoint list of
helpdesk items with this get items action if I look at Advanced Options I
can see that there is a filter query where I'm only returning the list item
whose ID is equal to the parameter passed in in the help desk power up this
ID is passed in under the hood each time an item is created or updated in the
help desk power up after we've returned the list item associated with the ticket
that was just updated or created we then evaluate to see what the value is for
the task status value in that particular ticket if it was not started then we're
going to fall into the first case here in the not started case
you will notice the subject that we saw before that says there's a ticket for
you and then has the title and then it gives the link to the item and then
there's three if statements in the bottom if I expand the if statement I
can see that there is an expression in here I've copied and pasted all the
expressions to make them easier to read the first if statement says if the
priority value is high then this is the message that we're going to display this
is the one that indicates the SLA is four hours or less in the case that the
priority was medium then we have eight hours to close the ticket and like you
saw when the priority was low we had 24 hours or less to meet the SLA so that's
a good example of how you can communicate things like that dynamically
inside of a flow in addition to that case we also trap on the in progress
which we saw in action where it sent the email that told the user who created the
ticket that our ticket was being worked on there's also two more cases in here
waiting on CSR notification this is the one where we send it to the creator of
the ticket and tell them we're asking for more information and also finally
the email when the ticket was completed we send it back to the person who
created the ticket and let them know it's done that's a quick walk through of
the help desk power apps sample I hope you find it helpful if you need to learn
how to do setup information about it please see the setup documentation and
the video for this particular application thank you