Automated System for Form Submissions and Ticket Management

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Posted on by AB1

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Hi everyone,

I'm looking to create an automated system with the following workflow:

A form submission (Screenshot below)
Once submitted, the details are added to a SharePoint list with a status of "Open."
The user who submitted the form will receive an automatic email response based on the issue category they selected. This email will contain quick guides or troubleshooting steps for them to try.
- If the issue is resolved and the user doesn't respond within 7 days, the ticket is automatically marked as "Completed."
- If the issue persists, the user can reply to the email, which will officially open the ticket. This reply will be sent to a shared team mailbox, and we can then manually manage and close the ticket.

Is this workflow possible? If so can you help!

Categories:

Building flows

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abc 123 784 Moderator on at

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SharePoint has a list template for Tasks. One of the features of it is that it will send an email to the name entered in the AssignedTo column. (The drawback is that the user needs to be in your Azure AD.)

The Form can be within a SharePoint list as a PowerApp custom form, or you can create a PowerApp. (I'd pick the former, not the latter.)

The Status can be defaulted to any of the choice values. If you prefer to use a Lookup column, then you'll have to explicitly set the value when the item is created.

A scheduled Flow can fire every day, and Mark the expired/non-responded items to "Completed".

There's a Get Emails action that can get emails and then parse values.

So, all of the pieces are there to craft together your desires, but there's no Wizard that waves a wand and it gets magically created.

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AB1 394 on at

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Hi,

I've completed the first part of setting up categories for sending different FAQ emails (screenshot attached below). However, I'm unsure how to proceed with the other sections and would appreciate your guidance. Specifically, I need help with:

Uploading the screenshot from the form to the SharePoint site.

Automating the process where, after the FAQ email is sent, any replies indicating the user needs further assistance are the only items that get populated on the SharePoint site.

Additionally, when setting up the recurrence for the flow, I can't seem to get the dynamic content for SharePoint to appear When using "Get Items", which is preventing me from setting up any delays.

Any assistance on these issues would be greatly appreciated!

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abc 123 784 Moderator on at

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An amazingly annoying feature of the Dynamic Window is that if the Zoom % of your Browser is too high, sometimes the DW will not display. I have never recommended trying the New Designer, but if adjusting your Browser Zoom doesn't help, try that.

I assume you're using Microsoft Forms, which I have never used. I assume it's like the oldest version of InfoPath, where it saves a copy of the form somewhere. I assume that would be in a OneDrive somewhere, of which you should be able to retrieve from via Flows. Should be a quick search to find where Forms stores the data.

There is a "Get Emails V3" Action that should be able to retrieve your emails, and you can react to key wording within it.

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