Thanks for your thman. Your solution worked perfectly!
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Sharepoint 2007: Need help setting up a "help desk" module.
I've been asked to work on a new "help desk" module for office sharpoint 2007. This help desk was just the basic out of the box help desk you can download from Microsoft. I have sharepoint designer & vs.net 2005 to work with this but unfortunately, this is my first attempt at modifying a module, so I'm rather inexperienced using either of these, if need be, for use with sharepoint.
The Help Desk module has already been installed into our sharepoint environment, and I now need to edit it. I've been asked to modify the following items but am unsure how to do so. How can I complete the following tasks?:
1) There is a link on our vertical left hand sharepoint menu called "Create a Help Desk request". Everyone must have permission to see this menu item. How can I set this permssion?
2) There are 2 types of help desk forms. One is a basic form that allows the user to enter their specific issue. The 2nd is a detailed form for help desk managers & the help desk rep to read the request, assign a priority level, and for the manager to delegate the request to a particular help desk rep. How can I modify permissions so only the Help Desk Managers & reps can see this advanced form?
3) Once Manager has assigned this task to a rep, that rep is alerted via email. How can I set this up to send an email?
3) The original user who initiated the help desk request should be notified via email once the rep has finished the request. Can this be done?
4) They want me to insert keywords for this module. How do I insert keywords?
Thanks.
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by: thmanPosted on 2009-03-15 at 15:58:50ID: 23893659
I wish I had downloaded this Help Desk template before. I programmed our Help Desk system from scratch.
Anyway, to answer your question:
1) I guess the link points to the NewForm.aspx of your help desk list. Normally only users who have Contribute permssions or above can see the link. You need to change permission settings for the list if the default does not fit your need. To change the permissions of the list, go to the list's view. At the top of the view, see if you have New, Actions, Settings toolbar. If so, under Settings, pick List Settings. Then in the Customize list page, you find Permissions for this list under Permissions and Management. In the Permissions page, click Edit Permissions under Actions. This will break the inheritance of permission from the site. Edit the permissions as you want.
2) Same as above to set permissions.
3) You can either use SharePoint Designer to program a workflow or use Visual Studio to write an event handler. I personally prefer the latter.
4) In the list settings page, you can find all the customizable fields. Click the field to see if it is a Choice field or Lookup field. If it is a Choice field, just modify the choices. If it is a Lookup field, go the list the field lookups info and edit or add entries there. If you cannot modify the field at all (not a Choice or Lookup field), it is probably a Site Column. You need to go to Site Actions -> Site Settings -> Site Columns to modify the keywords. Please note, if the Site Column is not just used for your help desk and it is defined on your root site, the change will effect all the sites that use it and it may take a long time to refresh. If you do not want this to happen, remove the field and create a field with same name (internal name) and define it as a Choice field.