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Sharepoint IT Helpdesk template

Anonymous
2024-03-21T11:20:13+00:00

Hello,

Looking at using the following for a certain department within our organisation:

https://support.microsoft.com/en-gb/office/use-the-it-help-desk-sharepoint-site-template-808d0c01-1ea6-4962-8efc-f458d2102c77

Looks to do 90% of what we're after but I have one issue. When a ticket is completed, the only option seems to be "delete" which then transfers the ticket to the recycle bin. I'm guessing this recycle bin will periodically empty.

We need these tickets to remain visible somehwere else so that we can:

A - Remove completed tickets from the active ticket list
B - Refer to old closed tickets months or maybe year/s down the line for reference or to clarify xyz.

Am I missing something or could I enable this in any sense through a bit of work?

Thanks all,
Nathan

Microsoft 365 and Office | SharePoint | Other | Windows

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  1. Anonymous
    2024-03-21T19:09:43+00:00

    Dear respected  N Lawrence,

    Good day! Thank you for posting to Microsoft Community. We are happy to help you.

    As per your description, the SharePoint IT Helpdesk template is designed to help manage support tickets within an organization, but it sounds like you're looking for a way to archive completed tickets rather than delete them. Based on my test, unfortunately, there is no out of box**(built-in**) feature to achieve the requirement. However, via creating a new view to filter out the completed tickets. For example, you can set the view to only show items where the status is not equal to "Completed". This way, your active ticket list won't show completed tickets, but they will still exist in the list.

    Or you can move completed tickets to this list using Power Automate flow when a ticket's status is changed to "Completed".

    For Power automate flow solution and to avoid any incorrect information from our side, we’ll suggest you post in Microsoft Power Automate Community for expert assistance. This is a specific channel related with Power Automate.

    The reason I ask you to post a new thread is that in Answers forum, we have limited resources and very little knowledge about Power Automate and in Microsoft Power Automate Community, you will get the most qualified pool of respondents, and other partners who read the forums regularly can either share their knowledge or learn from your interaction.

    I'm really sorry and I apologize for it.

    Appreciate your patience and understanding and thank you for your time and cooperation.

    Sincerely,

    Waqas Muhammad

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