Creating an IT ServiceDesk using Plumsail Forms, HelpDesk, and MS Flow

I designed the platform using SharePoint on O365, to manage Incident and Service Requests. Both Incident and Service Request are lists on the SharePoint site which when submitted creates a ticket in the HelpDesk system which is by Plumsail Helpdesk.

Using MS flow, i managed to create different scenarios where the approvals are required for particular services. Not all services need to go through an approval process, and if required an agent can manually trigger an approval – Sign off to send for approval to the line manager.

Service Request

JS code for Service Request ‘New Form’

Here the Service is filtered based on the Category.

function filterProducts(category) {
   var categoryId = category && category.LookupId || category ||null;
    fd.field('Service').filter = 'Catalog/Id eq ' + categoryId;
    fd.field('Service').orderBy = 'Title';
    
    fd.field('Service').widget.dataSource.read();
}
 
fd.spRendered(function() {
fd.spSaved(function(){
  window.location.href = 'https://alamarfoods.sharepoint.com/support/SitePages/Submit%20a%20Request.aspx/';
});
 

fd.field('Catalog').orderBy = 'Title';
fd.field('Service').ready().then(function() {
 
        fd.field('Catalog').$on('change',function(value){
            filterProducts(value);
            fd.field('Service').value = null;
        });
 
        fd.field('Catalog').ready().then(function(field) {
            filterProducts(field.value);
        });
    });
    
});

MS Flow to manage approvals for Service Request

Flow Package:

Incident

Redirect form on Submit to the homepage

fd.spSaved(function(){
  window.location.href = 'https://alamarfoods.sharepoint.com/support/SitePages/Submit%20a%20Request.aspx/';
});