When
people fill out a support or issue tracking ticket in a
SharePoint list or form, they seldom know the name of the
person who will take care of their request. What they know,
on the other hand, is what kind of problem they have, and
from that info we can let a flow assign the responsible
for each ticket.
In the demos below Peter Kalmström, CEO and Systems Designer
of kalmstrom.com Business Solutions, shows how to first
create the two SharePoint lists we are going to use and
then create the actual flow that sets the assignee.
"Ticket Category" site column
Peter creates a site column called "Ticket Category" with
the options "Hardware", "Software" and "Users". There is
no default value.
At first Peter uses
CamelCase naming for this site column, to have a good
URL and make it work better in the flow. When the column
has been created, he adds a space in the name, but the internal
name is still without the space.
Tickets List
The first list, where users enter new items directly or
via a custom form, is built on the tasks template. Peter
calls the list "Tickets", and he adds the site column "Ticket
Category" to it.
As this list will be used in a flow, multiple selections
in the 'Assigned To' field cannot be allowed. The 'Assigned
To' column description has information that the assignee
is set by a flow.
Ticket Rules List
The second list is a custom app called "Ticket Rules", and
Peter adds the site column "Ticket Category" here also.
He also adds a Person or Group list column, "Default Assignee"
and renames the "Title" column into "Comment".
Flow
Create an automated blank flow and use the trigger 'SharePoint
- when an item is created' for the "Tickets" list.
Add the action 'SharePoint - get items' for the
"Ticket Rules" list.
At 'Filter Query' under advanced options, enter
the internal name "TicketCategory" + eq + a string with
the dynamic content 'Ticket Category Value'.
Add an 'apply to each' action and set the output
value to the dynamic content 'value'.
Add the action 'SharePoint - Update item' for the
Tickets list.
At 'Id', add the dynamic content 'ID' from under
'When an item is created'.
At 'Task Name', add the dynamic content 'Task Name'.
Remove any default values. Otherwise the flow will
fail if someone sets another value in the item.
At 'Assigned To Claims', add the dynamic content
'Default Assignee Claims' from the 'get items' action
as a custom value.
When
people fill out a support or issue tracking ticket in a
SharePoint list or form, they seldom know the name of the
person who will take care of their request. What they know,
on the other hand, is what kind of problem they have, and
from that info we can let a flow assign the responsible
for each ticket.
