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Out of the many services the Helpdesk offers, responding to service requests is one of
the most frequent ticket requests received. Such requests range from sending SMS to
user groups, creating department emails to reserving video conference rooms. Given the
recurring nature of these, DoIT has decided to convert these forms to online forms. The
project consisted of three main steps:
The Online Forms project utilized the
capabilities of SharePoint 2010 to elim-
inate input of common fields across
forms multiple times, e.g. user’s ban-
ner id, department and additional basic
information. These fields have been
grouped in a separate HTML file and
used as a content editor web part in oth-
er pages. SharePoint Web parts are web
1. Convert the traditional form submission process to online forms that can
be accessed and filled by users via the helpdesk site
2. Notify managers for approvals
3. Automate the process of generating tickets in the help desk ticketing
system.
Helpdesk Online Form
Amna Khamis Saif
page components that can display data
from a variety of sources including lists,
search results and forms. They are usually
used to modify portions of a web page or
even an entire SharePoint page. Then, for
each form, a webpage has been created
that included the web part and the other
unique fields for that specific form.
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October 2017
DoIT Newsletter