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Note: This article is updated for to reflect the changes in the flow for SteadyPoint Helpdesk 1.0.1.0

In order to set-up the Flow for SteadyPoint Helpdesk, you need to first import and prepare it. All the work shown in this instruction’s manual will be done through your context of Microsoft Flow (which is by default separate for each person). You will not require any additional permissions to finish this manual. You can download the Flow ZIP file from the link below.  It should be noted that for every problem category (Area) you want to receive emails about, you will need a separate email account.

This instructions manual is made of 3 sections:

Setting up the connections

1. From the Microsoft Flow Home page (which can be found at https://emea.flow.microsoft.com/en-us/), open the selection menu on the left and choose “Data”.

2. From the drop-down menu that appears, press on “Connections”.

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3. You will now see the connections screen. If you have pre-existing connections, select “New Connection” otherwise hit the “create a connection” button in the middle of the screen.

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4. You need to create 4 different connections, each one has to be set-up individually. From the list of possible connections, either scroll down or search for

  • Office 365 Outlook: The email address that will be used to receive the tickets (if you plan to have more than one problem category to receive tickets about, you will need an account here for each one)
  • SharePoint: The account used to create tickets in SteadyPoint Helpdesk (Account must be a member of the group “Helpdesk Members” or “Helpdesk Administrators”)
  • Office 365 Users: To retrieve user information.
  • Content Conversion
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5. Press add on the selected connection; a new browser page will pop out asking you to select the account you want to use for the connections.

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Note: When selecting SharePoint, it will ask you if you’re using SharePoint online or on-premises, select SharePoint online.

6. Once all 4 connections have been configured, your screen should look like this:

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Importing the Flow

1. On the left side of the screen, select “My Flows”

2. Press the “Import” button

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3. Press “Upload” and select the provided zip folder “SteadyPoint Helpdesk Flow” and wait for it to finish upload.

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4. Once the process is complete, you’re going to get the following screen.

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5. Make sure the Flow import is set as “Create as new”, press on the button as listed in arrow #1 in image 10. If it’s listed as update, switch it to create as new, otherwise just press save.

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6. In arrow 2 from image 10 in step #4, press on “select during import”, if you have already created the connections as specified earlier you should see in the list the connection you created, otherwise something went wrong, and you can press create new to configure the connection again.

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7. Select the connection and press save. Once you have done this for all 3 connections, your flow should look like this:

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8. You can now press import. Once everything is done, a new screen should appear, and it should like image 14 and 15:

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9. If you go back to “My Flows” you should see your Flow has now been imported and is ready to be configured.

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Editing the Flow

Scenario

Monitor several email addresses/mailboxes and create new tickets in different queues depending on the email address used in the request. You will only have to change 1 values in the flow:

  • Site URL

1. Start off by clicking the “Edit” icon on your flow from where you left off on the last step OR opening the flow and clicking “Edit” button on the upper right side.

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OR

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Setting up the mailbox that will receive the emails

1. Press on the three dots on the right side of the menu “When a new email arrives”

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2. In the menu that appears, you want to select the email address you set-up earlier in section A step #4 (the email used in the connector “Office 365 Outlook”), this is where you set-up the mailbox that receives the Helpdesk tickets.

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Helpdesk System URL

1. In the menu below “When a new email arrives” open the menu “Set Helpdesk Site URL

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2. The “Set Site URL” menu will now appear. You need to change the field “Value” from the default demo value:

https://steadypoint.sharepoint.com/sites/EN_Demo

to the SharePoint website where you have installed Helpdesk on your own tenant. It should look something like this: https://{tenant name}.sharepoint.com/sites/…./HelpDesk

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Save your work

Once you finish editing the area Id, it’s time to save your work by pressing “Save” on the upper-right side of the screen.

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Assigning teams to handle tickets

There are two scenarios that are faced by Helpdesk for tickets created by email: those are emails coming from a SharePoint account, and emails coming from an external (non-SharePoint) account. We’re going to cover both.

Tickets created by SharePoint Users

The way Helpdesk assigns email created tickets is by using the site variable of a problem handling team, which should correspond to the site of the user sending in the ticket.

To illustrate, lets look at the following scenario: you handle network issues for customers, who send emails with their complaints. The problem area is then Networks, at it has the site Chicago, IL assigned to it. A SharePoint user with the site Chicago, IL will have his ticket routed to the Networks team.

1. To do this, start by going to Settings in SteadyPoint Helpdesk.

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2. Navigate to Sites under the menu Sites.

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3. This is a list of all the available sites. You can add more by clicking on Add new. When you’re finished go back to the Settings menu.

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4. Navigate to Teams under Users and Groups.

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5. As you can see, each team can either has a specific site or can carry the default value AllRegions. You can add a new team by clicking new item.

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6. When you add a new team, you can select a pre-existing site.

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7. You can check the site of the ticket creators by either creating a new ticket from within the Helpdesk portal, or through the Active Directory on SharePoint.

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As you can see in this, Charlie Washington has the site of San Francisco, that means his tickets will not be routed to the team Networks.


Tickets created by an external contact

An external contact is a user from outside of your SharePoint network. External contacts can create tickets on Helpdesk, but they require a team for their tickets to be routed. The first time an external contact opens a ticket via email, you’ll be asked to assign a team to handle their ticket. If you’re aware of that contact, you can “pre-register” them to the system, that way their ticket is routed the right way from the start. To do that:

1. Start by going to Settings in Helpdesk.

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2. Under Users and Groups, select External Contacts.

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3. All your external contacts are found here. You can add a new one by selecting Add New.

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4. A new external contact allows you to add the name, email, department, mobile number, phone number, site, type and team of the contact.

The main fields are the name, email, site and team. The team selected should correspond to the team you want to solve problems for this user. When finished, click save.

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Sending an email to open a ticket

Now that the flow is finished, you can test your flow by sending an email to the assigned user all the way back in step #1.

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If everything is working correctly, you should receive an email notification alerting you that a new ticket has been created.

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Note: It takes a few minutes for the flow to trigger. The maximum flow frequency may vary depending on the plan you’re using:

  • 1 minute for “Flow Plan 2”
  • 3 minutes for “Flow Plan 1”
  • 5 minutes for “Flow for Office 365” and “Flow for Dynamics 365”
  • 15 minutes for “Flow Free”

In the tickets menu, the ticket source field will display “Email” and it will be handled like any other type of ticket.

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If you open the ticket you can see the subject is the same as the one in the email subject and the description is the body of the email.

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