cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Jspeer1
Helper II
Helper II

HELP - SharePoint: Automation of Task (ticket) Assignation

Hi all,

 

I'm finally getting closer to finishing up a project I've been working on for a while with Flow and Sharepoint but I'm missing my last essential step and was wondering if my awesome idea has any way to be implemented.

 

I've built a list app using a slightly modified version of one of the built in ones where I have a tracker of some sorts for my service desk. It'll populate tickets (automatically) in chronological order as they hit our Team, populate other data such as short description, priority, region, time, etc.

 

Our queue manager would then focus on the Assigned To column and assign the ticket manually to someone on the team. This then triggers a Teams message with an adaptive card that is sent to the agent notifying him he has a new ticket and needs to get to work.

 

sp33.png

 

Thing is, I'm wondering if it's possible at all to automate the assigning of tickets. I understand this might be difficult to build but implementing this would essentially make the entire process automated, from when a ticket hits our queue, to the assigning part, to the notification that's sent to the agent using the adaptive Teams card.


I have no idea how to go about it but I'd need to take into accountability the agent's schedules to know when they are available or not. Ideally if agents are available, it would assign tickets and distribute them equally - in other words, try to keep them evenly spread out.

 

General logic:

If one user is not available (off shift) --> find next available user --> calculate amount of assigned tickets that day(in respect to others) --> assign new ticket  --> repeat.

 

Is there at all any way I can implement that as well as finding a way to upload or have the app read their schedules to determine availability?

 

Thanks in advance 🙂

 

EDIT: I can use something like Excel to have their schedules in there and have SharePoint reach out to it? Not sure, just crossed my mind though.

2 REPLIES 2
v-litu-msft
Community Support
Community Support

Hi @Jspeer1,

 

I think you could create a Flow that send email when the assign to column has a value, please refer to this post:

Solved: Send email when column value has changed - Power Platform Community (microsoft.com)

 

Best Regards,
Community Support Team _ Lin Tu
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

bump.

 

Thanks but that has nothing to do with what I'm looking for. 

 

I'm trying to automate the assignation of the tasks.

Helpful resources

Announcements
Power Platform Conf 2022 768x460.jpg

Join us for Microsoft Power Platform Conference

The first Microsoft-sponsored Power Platform Conference is coming in September. 100+ speakers, 150+ sessions, and what's new and next for Power Platform.

New Ideas Forum MPA.jpg

A new place to submit your Ideas for Power Automate

Announcing a new way to share your feedback with the Power Automate Team.

Carousel_PP_768x460_Wave2 (1).png

2022 Release Wave 2 Plan

Power Platform release plan for the 2022 release wave 2 describes all new features releasing from October 2022 through March 2023.

MPA Virtual Workshop Carousel 768x460.png

Register for a Free Workshop

Learn to digitize and optimize business processes and connect all your applications to share data in real time.

365 EduCon 768x460.png

Microsoft 365 EduCon

Join us for two optional days of workshops and a 3-day conference, you can choose from over 130 sessions in multiple tracks and 25 workshops.

Users online (3,688)