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8.6

I need help with Customizing the MS Helpdesk template for SharePoint 2007.

Asked by evollic in MS SharePoint, Infopath, WebApplications

Tags: SharePoint, helpdesk

Here is my scenario. There are really only three main things I want to add/change in the default helpdesk template.

1. On the "create new service request" form I want to have SharePoint automatically put the users name/account into the form instead of them having to input it then "check names".

2. Another thing I want on the "create new service request" form, I would like a custom drop down list that would let them pick from 3 different topics, then depending on what they pick, have it open up a new drop down list below that to pick from more detailed options. Ex. The first drop down they would pick "Maintenance Request", then the second drop box gives them 20 different things relating to maintenance like "replace lightbulb" or "toilet leak" etc. etc.

3. When a new service request comes in, I would like it to email our helpdesk people and the original person that opened it so they know it opened up a helpdesk ticket correctly.

I've researched this and the one I'm really having trouble with is the first one. I can't really find much as to what I would need to do to make that happen. The second request seems like it can be done with my own custom list form as shown here : http://office.microsoft.com/en-us/sharepointdesigner/HA101191111033.aspx My third question seems like I could do that from the workflow in SharePoint Designer. I'm really just looking for guidance so I know where to look when I really start getting knee deep in all of this.

I do have access to SharePoint Designer 2007, InfoPath, and Visual Studio just to let you know. Thanks for any help!

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I need help with Customizing the MS Helpdesk template for SharePoint 2007.

Asked by evollic in MS SharePoint, Infopath, WebApplications

Tags: SharePoint, helpdesk

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