admin is not receiving email notification when new ticket is created in the Help Desk app.

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Posted on by ntt56k4

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Hi Everyone,

Can someone assist me in figuring why admin is not receiving email notification when new ticket is created in the Help Desk app.

Thanks,

Below is the formula for the submit new ticket button

SubmitForm(CreateTicketForm);
HelpDeskFlow.Run("'" & SelectedTicket.ID & "'");
ResetForm(CreateTicketForm);
Navigate(ConfirmSubmitScreen,None);

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Community Power Pla... Microsoft Employee on at

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@ntt56k4

The issue appears to be with your Flow and nothing to do with PowerApps. The PowerApps code you supplied doesn't send an email so that's not where the issue lies.

EDIT: The issue maybe inside PowerApps IF there is any code in the OnSuccess property of your form, which you haven't supplied.

You will need to investigate the setup of your Flow to find the issue. There can be a number of reasons why a Flow will fail.

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ntt56k4 219 on at

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I think that is my problem. My code does contain flowrun but is not working. I tried to go back and look at original code but it won't let me for some reasons. Are you able to launch the app and send me a copy of the code? It should be in CreatedTicketFormScreen.

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Community Power Pla... Microsoft Employee on at

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@ntt56k4

I assume you are talking about the Demo Helpdesk App that you can get from the list of Apps when you go to 'Create App'?

If so, I've just opened the app and the code on the CREATE button is this:

Set(NumberOfTickets,NumberOfTickets + 1); Patch(TicketList,Defaults(TicketList),{Id:NumberOfTickets, Title:CreateTicketScreenTitleText.Text, Priority: CreateTicketScreenPriorityDropDown.SelectedText.Value, Author:MyProfile.Mail, TaskStatus:"NOT STARTED", PercentComplete: "0", Created:Now(), AssignedTO:"", Description:CreateTicketScreenTaskDescription.Text, Editor:MyProfile.Mail, Modified:Now(), Category:CreateTicketScreenCategoryDropDown.SelectedText.Value }); Reset(CreateTicketScreenTitleText); Reset(CreateTicketScreenTaskDescription); Reset(CreateTicketScreenCategoryDropDown); Reset(CreateTicketScreenPriorityDropDown); Navigate(ConfirmSubmitScreen,None)

This is totally different to your code. I suspect that someone has grabbed this app and made changes to it ie added a Form called CreateTicketForm and also added a Flow called HelpDeskFlow. You will need to speak to the person who did this to sort out the Flow issue.

If they are no longer working for your company then that's the most likely reason why the Flow is failing, but there are many other reasons.

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ntt56k4 219 on at

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I think I found the problem. After the ticket is created, it has no selected value in the TaskStatus (Not Started, In Progress, Completed), so I changed it to Not Started, clicked update, and the flow triggered and sent an email to the Admin. So the problem is in the form missing the TaskStatus>Not Started value because the flow looks for the Equal>Not Started in the TaskStatus column in SharePoint list to trigger. The original code doesn't use Submit form but instead uses Patch to submit.

The issue I am having now is after I added the TaskStatus field and made it hidden, but I can't seem to set it to default to Not Started so the flow can trigger when a new ticket is created.

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ntt56k4 219 on at

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I keep getting this error after importing and trying to edit the app to see the flow code

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Community Power Pla... Microsoft Employee on at

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@ntt56k4

Seems you are using a ComboBox in your form for the Status? If so, try setting the DefaultSelectedItems property to

{Value: "Not Started"}

You will also need to make sure the Update property references this datacard, ie if the ComboBox datacard is say 13 then the Update should be

DataCardValue13.SelectedItems.Value

I'm not sure what that error is about, are you trying to import the original app? There's no real need to do that because you just need to tidy up the app you have.

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ntt56k4 219 on at

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My theory of not started is not working because I created new ticket and manually selected Not Started on TaskStatus and is still not triggering the flow. I am trying to import the original app so I can see the original value on the OnSelect Created Button because the value I have below is not triggering the flow to send admin an email notifying new ticket created. Really frustrated now.

SubmitForm(CreateTicketForm);
HelpDeskFlow.Run(CreateTicketFormScreenCreateButton.Text);
ResetForm(CreateTicketForm);
Navigate(ConfirmSubmitScreen,None);

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Community Power Pla... Microsoft Employee on at

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@ntt56k4

If the Flow continues to play up you can always send the Email via PowerApps instead?

Just add the Office365Outlook connector into your app and use the Office365Outlook.SendEmailV2 function to send an email, eg

Office365Outlook.SendEmailV2( yourHelpDeskEmailaddress, "Ticket status update", "ID: " & Ticket.ID & "Description: " & Ticket.Desc )

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