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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 Power Automate (which is by default separate for each person). You can download the Flow ZIP file from the following link Flow ZIP. You will not require any additional permission to finish this manual.  It should be noted that for every problem category (Area) you want to receive emails about, you will need a separate email account.

Setting up the connections

  1. Go to https://emea.flow.microsoft.com/en-us/
  1. Go to Data > Connections
  1. 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.
  1. You will 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
  1. 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.

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

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

Importing the Flow

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

2. Press the “Import” button

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

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

  1. Make sure the Flow import is set as “Create as new”. If it’s listed as update, switch it to create as new, otherwise just press save.
  1. Select the connection and press save. Once you have done this for all 4 connections, your flow should look like this:
  1. You can now press import. Once everything is done, a new screen should appear:
  1. If you go back to “My Flows” you should see your Flow has now been imported and is ready to be configured.

Make sure that the flow is turned on:


Editing the Flow

Monitor several email addresses/mailboxes and create new tickets in different queues depending on the email address used in the request.

1. Start off by clicking the “Edit” icon on your flow

  1. Press on the three dots on the right side of the menu “When a new email arrives”, add your email address that you want the emails to arrive to.

Helpdesk System URL

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

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


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.


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 Washington assigned to it. A SharePoint user with the site Washington will have his ticket routed to the Network team.

  1. To do this, start by going to Settings in SteadyPoint Helpdesk.
  1. This is a list of all the available sites. You can add more by clicking on Add new.
  1. Navigate to Teams under Request Type
  1. As you can see, each team can either has a specific site or can carry the default value All Sites. You can add a new team by clicking new item.

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 > Data Management > External Contacts
  1. All your external contacts are found here. You can add a new one by selecting new item.
  1. 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.


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.

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

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

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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