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Building a basic model for a ticketing queue

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Posted on by SBryant534

I was tasked by my boss to automate a new demo for a ticket queue using anything Microsoft. I haven't used Power Automate before this and any help would be greatly appreciated! So far I have a basic flow that pushes a Teams message to Lists...the issue I'm having is with attachments. They come in as a link rather than a clickable object and I haven't found a way around this just yet. I got lost and tried using parse but am also not too familiar with JSON. Anyway, here's my flow that I have so far and the Lists categories that I'm trying to fill out.

The attachment and the body of the Teams message populate under Details in Lists in a text form (<p> Subject <p> <"Attachment(written out as a URL)"). I hope that last bit makes sense, if not, I can clarify with another picture. Thanks for the help!

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Matthy79 4,180 Super User 2024 Season 1 on at

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Hello @SBryant534

Here are some thoughts.

From the screenshots you provided I think you mean forms respond and not teams message.

Not familiar with JSON is a problem when using this platform. You can of course do some basic stuff but the more complex it will get, the more you will at least need the possibility to read JSONs.

What is get item for?

You didn’t provide a JSON Schema but (I think) the JSON you want to parse. You can use this JSON to generate the Schema. You have to click on „Generate from sample“.

You also use add attachment to add the attachment. Here you use the id from the forms post. Are you sure that these IDs are the same. I doubt this.

Where is the action to add the ticket?

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SBryant534 2 on at

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I'll start looking more into JSON's!
The get file was a test on my part while troubleshooting the reason why the attachments come in as text.
For the schema, would the sample generation be enough, or would I need to make something custom?
As far as the add attachment goes, I have changed that from forms to SharePoint.
The action to create the ticket is that someone sends an email to an SMB and that text with attachment gets routed to a Teams channel(that part is setup separately). Once in the Teams channel, this flow is supposed to start working by routing the data into Forms that we can later use to assign someone to a ticket among other things.

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Matthy79 4,180 Super User 2024 Season 1 on at

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For the schema. I can’t give you an answer to that. I do customizations all the time after importing the sample, but it can be ok without doing changes. You will see.

Hopefully someone else can have a look at your flow. I just wanted to give some input from what I saw.

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