Employee Help Desk System with SharePoint (On-Premise)

Introduction

SharePoint is a powerful collaboration platform that can be customized to meet various business needs. This blog demonstrates how to build a real-time Employee Help Desk System using SharePoint On-Premise. It includes ticket management, notifications, and a dashboard for monitoring.

1. Understanding the Requirements

Objective: Build a centralized help desk system to manage employee tickets.

Key Features:

• Employees can submit tickets through a SharePoint list.
• Help desk agents are notified in real-time.
• Dashboard to monitor ticket statuses and SLAs.

2. Setting Up SharePoint On-Premise

Prerequisites

• SharePoint 2016/2019 On-Premise installed.
• SharePoint Designer 2013 for workflows.
• Administrative access to SharePoint Central Admin.

Create a Help Desk Site

1. Open SharePoint Central Administration.
2. Create a new team site and name it Employee Help Desk.
3. Configure permissions:
   • Employees: Contribute permissions.
   • Help Desk Agents: Edit permissions.
   • Admins: Full Control.

3. Design the System

Step 1: Create a Ticket Submission List

1. Navigate to the Help Desk site.
2. Create a custom list named Tickets with the following columns:
   • Title (Single Line Text): Ticket title.
   • Description (Multiple Line Text): Detailed description.
   • Category (Choice): Issue category (e.g., IT, HR, Finance).
   • Priority (Choice): High, Medium, Low.
   • Status (Choice): New, In Progress, Resolved, Closed.
   • Assigned To (Person/Group): Agent assigned.
   • Created By (Default): Auto-populated by SharePoint.
   • Created Date (Default): Auto-populated by SharePoint.

Step 2: Configure Notifications with Workflows

1. Open SharePoint Designer 2013.
2. Connect to your Help Desk site.
3. Create a new workflow for the Tickets list:
   • Trigger: When a new item is created.
   • Action: Send an email notification to the assigned agent.

Example Email Template:

Subject: New Ticket Assigned - {Current Item: Title}

Body:

A new ticket has been assigned to you.

Details:

- Title: {Current Item: Title}

- Description: {Current Item: Description}

- Priority: {Current Item: Priority}

- Assigned By: {Current Item: Created By}