Office 365 SharePoint Helpdesk: Powerful & Complete IT Help Desk Solution

hello everyone thanks for joining today my name is ryan going to be walking us through uh crow canyon's it help desk solution for sharepoint on premise and office 365. i'm just going to let people kind of trickle in for the next 60 seconds to you know two minutes so just hold on wait patiently for me for a few minutes then we're going to get this thing underway all right okay so hey like like i said my name is ryan uh with crow canyon i appreciate everyone being here today uh along with me is my colleague scott rustivo he's gonna be answering questions uh as we go today so if anything does pop up we do want to make this pretty casual so just go ahead and feel free to put questions into the the question box for go to webinar and we'll answer those either as they come up scott will stop me or at the end of the webinar we should have plenty of time to answer some questions there as well so great uh let's talk uh it help desk so just start my kind of quick little spiel on croaking we've been around since the late 90s and actually the it help desk was our first application our first product we used to uh build it in the old outlook public folder system uh and then really been using sharepoint since its inception and like i mentioned the helpdesk does come in both on-prem and office 365 2013 2016 2019 both in the classic and the modern ui so all options here for the help desk now just kind of a real kind of a quick spiel before i go into or a small piece on our on our offering before i get into the demo so we have all these out-of-the-box applications right i did assets a couple weeks ago for those who joined and are back from the help desk i appreciate it but we also have all these other tools that you see here on the screen all of our applications are underlined by our own application creation tool set we call nitro studio if you haven't had the chance to check it out pop on the website have a look reach out to us we'll we can talk about nitro in more depth but essentially what it is it's it's our own set of tools we use to create our applications with so forms workflows reports dashboards right list search list view printing for those who have had previous headaches trying to print and sharepoint right excuse me and like i was saying all of those tools are included in the application so essentially you have this out-of-the-box product from which i'm going to be showing today underlined by the tools that we use to create them so you have full control of the application once it's deployed in your environment to feel for for you to go out and make any changes as you see fit so tweaking a form capturing different metadata adding in workflow changing how the dashboards are presented all fair game all 100 possible with inside of the application not just kind of one off shoot if you are interested in nitro studio as a standalone as an info infopath replacement we have been growing in that space since uh really over the last couple years um infopath is as you know is being deprecated and we think there's some inconsistencies there in the power platform that can be alleviated with nitro studio so i'm going to give you bits and pieces of what how nitro applies to our applications but again if you're interested and want to see it as a standalone you know build your replicate your info path forms or really just building on top of the 365 platform we also offer it as a standalone option okay thanks for bearing with me through that i appreciate it guys let's talk about the it help desk so where i typically start in all of these you know demos that circle around managing and maintaining requests is how the request is created um and if we talk about the different user groups and applications typically end users technicians and admins so right now we're going to focus on a little bit of end user a little bit of admin uh first the main question i get is okay can i create or can an email create a ticket and the answer is absolutely so we're using our nitro studio apps okay just kidding guys hold on let me reload this page while i talk about it uh looks like i had it open just a little too long i'll just open it from here so using our nitro studio apps we have the ability to to take an email right into a shared inbox help desk ad uh you know support at whatever the the handle may be and turn it into a ticket right so you can parse over certain information from the ticket into the sharepoint list item i'm sorry from the email into the sharepoint list item in this case the ticket and be able to uh populate things like description of the email into the body of the ticket who sent it etc i'm just going to open up this nitro apps because this is going to be big we're going to do a lot of back and forth on the nitro apps and the tool as i talked today and that piece is the email sync so it gives us the ability to define the inbox or or set of emails right it's we're not limited to just one in this case to be able to uh to pull that information into a ticket right so here you go here's the you know from fields some columns we can map over and put some more stringent parameters around what creates ticking and what doesn't create a ticket here's our natural studio tool set and there's that email sync okay so email creation for tickets and then another one is this nitro portal so essentially what the nitro portal is it's actually its own application site like if we think about the it help desk as an application the help desk portal the portal nitro portal is its own application as well so the reason that we do that is because we've seen these portals grow into a more kind of wide reaching structure so typically previous iterations of the product we would have you know a portal is a subside of the application right it's kind of an adjunct too or in addition to whatever application we're running the reason we've shifted having this its own standalone application is because with nitro studio you have the ability to have cross-site collection look-ups pulling information from multiple sites across your entire tenancy and roll it up into one consumable dashboard so reports list views you know either end user specific a unquote cell service portal maybe management specific but it gives us that flexibility having it be its own application so it's kind of cool we also from permission structure and a form flexibility structure we can present things that we want our end users to fill out but maybe our technicians have a little bit different view on the back end which we're going to highlight now so from my end user's perspective i can come in and really submit a ticket i like all the other stuff on the back end i think it's fun you know breaking out into its own application it's really cool from a permissions perspective of what we can do from tying lists together but for our end users all they see is the i can submit a ticket right the hard work going into presenting them an easy form for them to fill out you can see we have some autofill user information um in this in our list forms so you can pull over there request your email phone number department right this is associated to my account login as an admin right here but let's say if we switch to scott we can see scott's email pulls it as well so this is what i was as i worked through this form this is one of the things i was you know talking about during my intro is okay do we need to capture more information on the form absolutely right this is the out of the box forum we have title priority category issue type ticket description this is rich text copy and paste attachments screenshots etc if you want to capture more you know more information on the form you absolutely can um category issue check these are two sub lists and i'm going to talk as i populate this i'm going to talk about our different lists connections as i work through the application but essentially it's we have a we strip away all of our nitro studio toolset and what are we working on we're building on top of sharepoint right lists libraries uh pages dashboards etc so we have in our in our world we basically tied all of our applications together through various sharepoint lists and a feature in our form allows us to do that uh call it it's called associated items so in this case we have two child lists rolling up into the ticket form category issue type they're related to each other you know if i select hardware request i'm only going to see issue types related to hardware requests same with hardware problem now one cool thing we have on the form is we have some the ability to show kb articles related to a particular ticket right so what we do in our instance you can see we have knowledge base articles here available for end user consumption they can come in and they can search kb articles before they submit the ticket right end users in some instances are really great you know really we'll come in here and search for their problems before tickets submitted right we'll actually actively utilize this it's not always the case you know they some people are more happy just firing off a ticket and letting it sort itself out as opposed to going out and finding that knowledge so this is a way to to help alleviate that right to suggest those articles uh desktop to them before the ticket is submitted right so we do have some options there right now testing it now once we hit save we're going to fire off some automated workflows i'm going to talk a little bit about automated workflows and custom actions it's another piece of nitro studio uh here in a little bit but there essentially are two versions or two iterations of workflows uh wrong page so our workflow tools is more of actions okay hey once this action is uh or once this uh trigger is is fired off what happens right we're gonna execute an action so in this case it's a trigger an item is created what actions are going to happen well that ticket is created as an end user i get a notification and then i can see this ticket in my view my tickets dashboard this could be open close tickets buy tickets they can go back and review information that we want to give them so again this is a another piece of nitro studio this lists you apart i think it's super cool because you can tab through views as opposed to loading you know having to reload the page every time you load a view super handy i used a lot we're also going to show it how to apply some different lists here in a second but essentially this is a view on the list that we've given them access to certain columns so we don't want them back here in the application right we want them totally self-contained within this portal site and then we want to give them the ability availability to view categories that are column types that we want them to view from their portal now they can come in here and open it up see the request itself add in any notes have been added to the ticket from the technician maybe another way to communicate back and forth between the technician okay now the last piece as you i'm sure you can hear my team's pinging in the background and you can see my notification pop up here at the bottom but uh if this is a self-service portal where we can submit tickets view kv articles and view their tickets the next iteration of crow canyon is our our bot technology our ai services right so what you heard was me waking up our support bot it's a q a maker for a guided experience on how to submit a ticket you can see i woke it up it's responded and it's prompting me what area i need service for so now i mean you know what what am i doing essentially i'm getting them to fill out my ticket right just as i would in the you know in the application spinning a ticket who are you what area do you need service for in this case it's i.t right going back to that mindset of if you want to this to be more wide-reaching across multiple applications but in this instance talking about i.t who are you what's your ticket what's the issue right so now what it's going to do is it's going to go back and it's going to look at as you can hear it pinging me again all the kb articles are related to that particular problem right okay here are the four articles that relate to your forgot password and then here's a prompt of what you can do uh post the articles being suggested so if the self service portal is is that it's a self-service experience where they can come and they can submit tickets ukb articles or search kb articles right these bots are a little bit more of a guided experience right it's hey i have this issue okay great go to these articles could help you solve your problem or you know what um i still want to submit a ticket right they still have that option so it does put that in front of their face first before ticket is submitted what's also cool about this stuff is that it's saved in the backend sharepoint list so you can report on it which i'm going to pull up right here so you can start storing bot metrics um you know how different articles are doing or are tickets being resolved particular articles which ones are not being resolved particular articles so it gives you that ability to flesh out how certain kbs are doing now i understand that not everyone's um in the 365 space and obviously uh teams only applies to office 365 so this is you know limited to those who have teams but it does give you the ability to grow into it down the road if you start to go down that option um and it's also something to to think about maybe as a an add-on after you get the help that's up and running right so it doesn't have to be required from day one it's just kind of giving you a peek under the covers in terms of where we're going from a development perspective all right i say there's a lot of joke internally like 18 months ago if you told me we had ai services and micros or sharepoint i probably would have laughed at you um but we put a lot of time into this and it's it's very cool very forward and we also have another side of the bot the technician side which we'll get into in a minute but uh just that's a quick recap ticket submissions um email portal uh thought for those in 365. the last piece here is that if someone calls in or catches you as a technician you can always submit a ticket on behalf of the user right you're not limited to just them submitting tickets that is an option as well okay so i went into my admin section which is this little wrench in the upper right hand corner here um it's just uh going back to those permission groups uh end user technician admin and in the admin center that's how i got access to the video studio uh but i also have the uh access to everything in the in the application itself including auto assignment for ticket types and how tickets are rounded so um i'm gonna go i like this view a little better sorry okay so essentially what we can do is we can set up the tickets to be automatically assigned based on a category or an issue type right signed team category owner and then had as you can see here also around robin right start with me go to james pablo and scott right so you have the ability to really pick and choose who gets assigned to a ticket uh based on uh who owns a particular category whether it's a team or an individual person and then again round robin honestly i've seen it done you know ticket assignment i've seen it down a thousand different ways you know it's just kind of the goal here is showing you that there is flexibility when it comes to ticket assignment and a lot of our customers will have one-person triage tickets or or goes to uh it can just be randomly spat out across multiple departments i mean there's options that's what i'm trying to say um okay but once the ticket is assigned and created uh it's going to show up it we're going to use we're going to come back to this concept of what is equal to me right so the dashboard i'm in though is more like a i guess management level dashboard you know kind of a higher level showing you things like open tickets this is our where am i a thousand dollars what part right here as well as our reporting web part and nitro studio so these are list views displayed in a easier on the eyes manner right it's a little it's a cleaner so you know an overdue tickets is a list view open tickets is obviously a list view it just gives us the ability to present them in these tiles and then drill down into these to see all of our overdue tickets open tickets right click that and it's going to pull me to that list view with all of my overdue tickets and then again back to that listview web part i can click through all of my views here it just makes it easier i don't know i like this stuff just makes it easier to navigate sharepoint right not having to reload the page every time a web part or every time you want to change a view uh reports just quickly i'm going to get into tickets working at working tickets in a second but our reports are live they can refresh i believe as quickly as every 30 seconds so if you're actively working in the application the reports will refresh but you can see what we do from reporting perspective it's on a list or a set of lists you can have one list or multiple lists roll up into a report and then you're typically reporting on an x and y axis within that uh uh within that list so you know incoming tickets by month right total tickets by count staff loan buy ticket right close tickets by month you can start to see and build out different reports that you want to have embedded in these dashboards or to be sent at a date and time cadence that you're choosing again using that workflow tool not only can we have action well we're talking earlier about actions created on triggers right our actions running based on a trigger we're talking about when an item was created for the ticket very similarly in the in the workflow tool we have scheduled uh you know our scheduled reports are based on date and time columns also gives us that ability to run these actions in this case sentence reports okay but let's drill down into my dashboard going back into that what's equal to me mindset again tab through different list views show show reports and views specific to that to that particular list just cool stuff okay let's open it helps if i click in the right spot though there we go okay so um yeah we can talk about this now why not okay so we got some tabs here on our ticket so this is you know the crow canyon form our nitro forms uh and again just just as a a reminder if you want to capture more information on the form if you want it laid out in a different manner you absolutely can i saved myself some time to touch on that at the end so if you are interested stick around but you can see here we're basically capturing information on this first tab of uh how that work when the ticket was created a category issue type title description requester staff tab is uh who's assigned right status assigned due date right uh resolution so starting to work the ticket and then work log is internal notes right hey i did a b and c you know a b c x y z on the ticket and it's going to date and time stamp who does it who did it when they did it etc this is basically a multi-line a text column uh was versioning turned on for those familiar with sharepoint so you'll see a running history of everything done related to this work log in the tab here uh one of the cool things uh it gets this piece gets a lot of love uh when we demo it or just in the application itself when our customers go live is that when we select a resolution and again anytime we see drop-downs right these are just choices in a sharepoint column so any any status or drop down is going to equally require equal your requirements right but when we select resolution our notes field pops up you know we can copy and paste this is rich text screenshots etc this is going to go to the end user um real quickly sidestep meant to talk about this earlier we have complete control of our notifications as well right ticket creation ticket assignment ticket resolution so you know basically notes to who the targeted audience right these the the specific group or person right tickets been received tickets been created review and assign it right so you have complete control over what the notifications say and in this instance the out of the box on the ticket resolution we're going to send them the resolution notes in the body of the email but what you can also do is you come over to the kv article tab and you can either add kb articles to a ticket to send to the end user or you can create a knowledge-based article from the ticket you check this box grabs that rich text field turns it into a sharepoint wiki page adds it under the in the kb article library under the category type of the ticket and then you can choose that that is that kb article is going to be internally or externally facing right pretty self-explanatory there and then if it's externally facing it's going to show up as an option when they submit a ticket on the employee board right like we showed going back to this piece here so that ticket that kb has created and we select the category issue type under which it was created it just displays here at the bottom starting to come full circle now right so we can build our kb article library as we go and start to leverage these cool pieces already built out in the form store uh related items um associated items this is big uh this is a big piece for us this is you know our iteration or our version of repeating rows for those familiar with infopath the simpler way to describe it is kind of what i touched on earlier being able to connect multiple lists together um in this instance you can see we have email history associated tasks time tracking change or class and problem management but i'm also going to touch on a few of these in here in a second but let's just talk about tests let's bring this up we're going to take our first side step into forms here okay as we talk about this so tas associated task is its own list right so all of our forms are list specific let me duplicate this guy right here open two of them up so all of our forms are list specific so if i have a tickets list right like we've been working in and i open it up on the back end of my form designer it's going to show me the you know the options to edit and change that form as it's displayed on the front end right very similar to what we've been looking at employee staff or cloud etc now associated tasks also has its own it's its own list but its own form so what we've done is using this feature that we call associated items is give you the ability to add an item in the task list from the ticket form using something we call associated items so i'm going to show you what it looks like here a little under the covers gives you the ability to target a particular list in a view create a lookup column to that list share information back and forth and then the form for that particular list right so to simplify what it looks like is i'm in the tickets list i want to assign a subtask to someone in the organization or to myself specific to this ticket track it as an independent entity but also have it roll up to the ticket itself i've seen this used in a bunch of different ways right so checking router obviously in this case but you have a lot of options of how these tasks can be applied and how they can be viewed and how they can be related to the ticket and then again if you're assigned tasks it's going to show up in your dashboard makes the ticket working more collaborative right if you need to bring other people in and we need to track that it gives us that ability also we can put in some workflows here to say the tickets can't be closed until the tasks are closed as well but the other piece on this related items tab related items like you know all the connected lists right um email history let's talk about this guy cocaine email very simply it's sending an email right right it's just like okay who's it from in this case i haven't set up to come for me it could easily be a no reply or or a shared inbox right and out of the box i have it going to the requester assigned staff you know any additional email maybe someone's manager like we have this the on the first tab here we have the ability to notify additional contacts maybe we want to rope in that person's team or our manager like i said and we want to notify them any communications essentially all you're doing is just creating an email template right or creating an email um with the ability to add templates to it so i kind of equate it to signatures in the um you know outlook on client how we used to be able to create a bunch of different signatures and apply signature to the same email we wrote over and over again right same concept here you can come in and you can create a bunch of different mail templates select the mail template that you want and then send that email or you can create your own email right let's just do the default one so what's it doing that's it basically creating an email right add a dialog box the cool thing here now is this is writing into a sub list okay going back to that multiple relationship here child relationship parent travel relationship the tickets list is the parent list email history is the child's list now we can keep a running history of all emails related to this ticket huge deal you know is it a time saver absolutely right instead of having to throttle back and forth from outlook to sharepoint copy and pasting email histories into work logs or things like that now we can start a an email chain now anytime an outgoing or yeah any outgoing or incoming tickets or emails related to this ticket we track against the ticket here under youtube you can drill down into them and look at it just like a you know a sharepoint website when it was created what was said who it was from who it went to etc super cool okay so that's kind of working the ticket in a nutshell now i'm gonna stay on the screen while i talk about uh my two other lists here problems and change requests so um i'm gonna clear some clear some tabs out i'm a little ocd that way i can't you know can't like think if it's too busy so bear with me for a sec um our two other main lists and let me specify we have a version of the ticketing system the it help desk which is just what i've shown you so far creating tickets managing tickets uh maintaining the the tickets within inside of the the it help desk the other iteration the next version the level up is adding in problem change management and as you can see here they are their own independent entities problems has its own dashboard it's tracked as its own individual list with its own form right its own workflows associated to it the same can be said right my problems right unassigned problems just like we saw in tickets the same can be said for change requests it's own list with its own forum in this case it's approval process um its own dashboard right it's its own entity but if we come back to the ticket here what i want to highlight is the custom actions so again i'm going to come back to the apps i'm going to talk about it a little bit before we open it up so i was talking about this earlier in conjunction with our workflow tool so workflows are actions created on triggers right so something's going to fire off that action in this case custom actions in my opinion are manually invoked workflows i'm going to choose to fire this workflow off at a time of my choosing right by clicking that button in custom actions we have the same capabilities as we do in workflows plus a little extra i don't know if i'm going to have enough time to really cover that in the detail that it should get so if you're interested in that the the workflow piece versus the custom action piece and the different variants associated with it ping me uh should be a note and we'll we'll set up a time to kind of walk through these individually but in context of the application what i mean by this is creating a change request or let's start with creating a problem right so i could go into the problem list problem form and create a problem right this form is going to pop up in that list in that dashboard right but if we're now we're starting to tie in multiple pieces of nitro studio and make it easy for our technicians to manage tickets we're taking associated items mapping two lists together and we're throwing a workflow on top of it tie these lists together run the workflow for that second targeted list in this case problem management so problem management that's the you know that's the nitty-gritty uh side of it when it comes to how we've architected it but problem management is okay so let's say i get 45 tickets 40 tickets associated with the same uh problem air quotes problem right internet down you know everyone email you know everyone sends in a ticket about this issue what we can do is we can tie all those tickets through the parent problem you know description response to your due date the tickets associated with it assign a team and a staff member a task right associate task war clog affected components now when the i'm just gonna make sure i have everything filled out i need to now when the parent problem is closed all the subsequent child tickets will be closed all the end users will be notified and now because i've created it from this ticket i can see the problem related to the ticket automatically so coming back to the point here you know can i go into the problem and create a problem independent of a ticket absolutely but using the associated items in the custom action tool i can also do it from a targeted ticket same goes for change requests change request has its own approval process in the back end which we'll bring up here as well so change request again it's his own form associated with the sub list uh with the change request list the title of the type of change right uh i we have a set up as approvers here but it could be a hardware upgrade it could be a software upgrade we'll do scott since scott's in here submit for approval who's going to be the owner the requester the department you know starting due dates uh details affected components costs rollback options right training and testing requirements work log and then related items you can see we love this tab uh anything related to this particular you know list item in this case the change request tickets associated test so now when we fire it off i've oh okay doesn't love me because i tried to click an asset it wasn't there it's okay though i can still talk about it i think they put those errors in just for me i like to you know test things or i think it's because i move too quickly so that's okay um so now when we look at this on the back end sorry i'm opening up the advanced approvals workflow i fired off that change request and now i can work through my change request approval process workflow uh associated with this change um we give our our approvers different options uh when an item is approved or you can approve it deny it or send back create your own rich text template for those and when i say rich text template this applies to um all the notifications oh my goodness sorry i'm hitting the wrong thing um there we go so all of the notifications i've talked about so far the uh ticket creation ticket resolution um you know in this case the changer change request approval process it's all tied to creating rich text email templates the email manager piece right um and you have the ability to create these mail templates in any of the tools right any of the lists and then you can map over it not only is it rich text like i was saying but you can map over sharepoint list items or our columns from the list item into the email as well so i'm going to come down here to request your info alphabetical right come on i'll just grab a couple one so like maybe you want to come over and we want to add in a few you know things from the the item itself which is a simple grab click move over right you can insert attachments you have the full control over what these notifications say and then you can see here we have it set up for one level of approval but you can easily add in as many level of approvers as you want how do you need conditions on these approvers as well conditions are very big in what we do from a workflow and a form of perspective so again if you're interested in this piece the nitty-gritty of approval levels forms and workflows give me a shout we'll set up another time but going back to the form when that change request is fired off it's created now we've done it from the ticket linked it to the ticket fired off the workflow the appropriate people are notified once it's approved the change request is created very cool very easy can all be tracked from our dashboard here now one piece here i i i like to get through [Music] the application uh demo first before i bring up this next piece because it's a little bit more targeted again to those 365 users um when i say notifications uh like i was saying i i most of the time i'm gonna leave the tickets form open most of the time i mean email notifications right um but with our growing bot presence and our growing team's presence one of the options for notifications is to notify a team's channel so i'm just going to snag a list here and i can search this is our workflow tool again it's list specific here are our triggers right created modified scheduled right going back to that that original conversation based on the date and time column and here are our actions the difference thing the different things we can do based on those triggers right simple things like adding a list item creating tickets updating list items but one of the big things here is our integration with teams post an adaptive card is more in the bot space but i want to focus on this guy right here sending an email to a team's channel so as opposed to having that notification go to an email it can easily be sent to a channel right uh yeah let's just do general why not so you can just like we talked about you can create your own rich text email template to notify that team's channel so we want to start working more and more in the team space you you absolutely can and have those notifications be pointed towards teens as opposed to email 100 possible the last piece here on this i want to touch on is taking our applications and actually embedding it within a team's channel so we've gone through some pretty uh some well our team's done a really really nice job making sure all of our applications are compliant in inside the team space so what i mean by that is all of our forms so what i've done here is i've added taken in this you know add a tab feature add a website taken the url the application and embedded it within teams channel right same with the portal so this portal should look like the back-end portal right submit ticket you ticket ukb now from this perspective i've been showing everything in sharepoint right you know the sharepoint interface that the the technicians interface the end users interface is i've been showing from the from the sharepoint perspective to make sure we cover both our on-prem folks and our 365 folks if you want to go down this path now the the back end the admin the nitro studio is going to be in sharepoint but if we want to work the applications through teams moving forward we absolutely can click on this form it's going to show up just like it would in the sharepoint space full teams integration when it comes to our applications as well so not only can we notify teams channels when items are created when updates go out but also work the out you know work the application from the team's interface as well very cool um uh bits and pieces here just kind of clean up stuff and then i'm going to open this up for questions here i want to leave myself about 15 minutes answer questions with scott uh one of the thing that one of the things that i get about half the time uh it kind of depends on the customer is slas and notifications around date columns some automation around those dates absolutely possible um let me get the form space here so you can see we have like you know resolve date due date close date things like that and if you want to build out workflows for slas uh you absolutely can um you know we commonly see it around like um due date you know auto populating a due date uh auto populating uh uh response to things like that you absolutely can we have some you know help help desk or kb articles internally that helps with that but it's essentially setting up assigned due time first response time due date time and it can be based on particular conditions you know certain types of tickets can auto populate those days and they can be different based on the different ticket types you do have some options there uh and lastly i'm gonna plug into the report center here real quick and just kind of touch on this we do have a lot of canned reports average time taken by staff to resolve tickets right average time to assign tickets incoming tickets by week by month any of these reports go on some data here right any of these reports can be embedded within the dashboard you can come in and you can change them you can tweak them you can update them apologize guys so you do have the ability to come in here and create your own reports easily add reports into pages you don't have to be a sharepoint expert to say hey i want it on this page grab the url and plug it in here and and embed the report within the application itself so uh very easily to come in and configure them add them into pages change how they look and feel we have bar charts uh pie charts different options all part of the the nitro studio tool set needs to be the application okay uh we talked about ticket creation talk about working tickets uh we talked about the admin section the nitro studio um i do have four minutes left before i turn over to questions so just real briefly this is going to be a very quick and dirty run down on the form store okay i could probably talk about this for an hour alone just on forms um so again if this is something you're interested please please please reach out um i see it breaking down into three levels look and feel uiux sharepoint specifics developer centric tools uh for the forms so it could be anything like i want to change the colors right i want the tab each tab to be its own color find something not obnoxious there um i want to have sections in my forum versus text right i want two column layouts or three column layouts instead of one all possible so you have complete control over how the form looks and feels [Music] continuous sorry mostly up here under global settings um you can actually create your own theme you know uh font family font color cell color cell padding tab and section colors so essentially what i'm saying is that you can create your own custom theme for your forms and apply to any form within your environment whether that's in with the context of the application or if you go nitro as a standalone tool it creates a base level uh look and feel of your form and you comply it to any form within the side of the space super cool it makes it uniform nice and easy to deal with um preview our forms will scale um new forms fine so you can see it you know in this preview option before we publish the form you can actually see what it looks like but you can see what it looks like on tablet as well as on a iphone for those using the modern ui you can actually leverage the sharepoint app as well um pull up the phone pull up our forms within the sharepoint app uh if you're interested i got a few screenshots i can send over as well don't hesitate to reach out for those either because i use the sharepoint app a lot super handy back when we could travel hopefully we're around on the corner here as well um now form controls how did i get this here well it's very much drag and drop so our tabs pull and drop over these are just containers right for our controls and our controls in this case are sharepoint columns so i have all of my sharepoint columns available here on the list of tickets list in this case so i can search them and then drag and drop them right very easy to remove them once they're there right and add in new ones now you can also do some sharepoint specific things from our form design tool create columns you know either standard sharepoint columns or some columns associated with us with ours with our team i like our associated items column like we've been talking about in length today we also have signature columns things like that and then you can edit columns uh just like you would in the sharepoint list itself but now you can do it from the form designer tool so you can keep everything within one space so not to jump from screen to screen sharepoint specifics um showing things based on different permissions and and and uh conditions right so this is the i think this is probably the one i get the most let's say this description column we want to show and hide it uh based on maybe a category type uh heck why not so we're going to show the tab you know if category is equal to give me this oh yeah this is cool too it gives you all the drop down so you don't have to memorize them hardware request we'll say we're going to show it we're going to add a dynamic condition in here and we're going to hide it if it's not equal to hardware request right so i come back in i'm going to do the same thing category except we're going to do not equal right we have some different options here begins with contains and i'm going to select that same here i think i need hardware request we're going to find out in a sec well let me just double check yeah i have a request i'm gonna hit apply so now we're gonna come back to that preview feature that we're just talking about a description should be hidden right we don't see it on the screen here but as soon as we select hardware request yeah that guy pops up right so some cool kind of sharepoint specifics and then if we wanted to go down down uh you know a more developer-centric path you know calling out sql databases external data columns uh injecting javascript and a form event action or custom script on the form load script and submit action buttons some some real fun things that you can do from a form design and connection perspective and then just one last piece here for those working on the power platform having to worry about premium connectors nitro studio does have the ability to invoke its own web service i know uh this isn't for everyone but if for those who are trying to get around that premium connector issue with the power platform you don't have to worry about it in the it help desk or nitro studio you can still build out those connections to your third-party tools okay um sorry i slammed that in there quickly the last four or five minutes there again i could talk about those two topics for you know an hour by themselves um so if you're interested in those just give us a shout but i am gonna open it up for questions now uh we'll go back and look at previous questions uh ryan one was about i.t asset management let's let's talk about that integration with assets that's a big big uh factor yeah that's a good question so uh if you're interested i did a webinar on two weeks ago two weeks don't quote me on that uh on asset tracking uh but you can see here in this uh ita application i have assets uh embedded in this tool set so they're their own independent application but you can easily connect the two together so in this case we have tickets problems change requests assets are very similar you know having multiple applications are multiple lists connected together but let's just take a look at an asset in this case so let's say you have a set of assets um or tickets opened up against an asset and you want to see that information uh we're gonna go back to that related items tab i told you guys we like that tab right so not only can we store metadata associated to an asset asset info location and owner check-in checkout but we can also see all tickets opened up against an asset manuals warranties specific to the assets themselves the change requests problems and all contracts related to an asset as well so now we're starting to pull in all the different lists the applications and have it viewable from our with the assets life of the company right so absolutely integratable i did cover this in depth a couple weeks ago we have the webinar out uh but again if you want to see this uh ask personal questions give us a shout and don't don't don't hesitate but they are connected if you go down this path of getting both yeah sure asset management's a big part of it help desk i've said a lot of people do get both they get the help that's in the asset management and work together in fact it helps us can also work with contract management if you want to manage like licenses and warranties also purchasing if you want to incorporate purchasing so we have a whole suite of applications that it help desk can be integrated with another question there ryan with similar kind of idea is that can the help the idea of our service service desk be extended to other departments and of course you know facilities customer service you might want to address that a little how it's not just necessarily i.t support yeah that's a good point today we're today we're talking about the it help desk obviously but really you know i look at a lot of our applications as how to manage and maintain a request so when it comes to you know who the request is targeted towards it can be done a lot of different ways so when i was going back and talking about that self-service portal at the beginning and why we've architected it the way that we have it's really to handle that service request that service desk application right where someone lands on a page that portal and then they can submit requests across the you know any services within the application within our suite of applications whether it's i.t facilities hr marketing right some some options uh and depending on you know how dependent on on how large your organization is or how many departments you want to work with there are different options right maybe utilizing one or multiple applications but again scott's exactly right there are options um to having multiple help desk type together leveraging within one then all rolling up into that self-service portal that's good okay so some people asking for a uh okay one for a demo okay as far as cmdb module that's always an interesting question because uh configuration management database we don't quite have that but a lot of what we can do with our nitrous studio can be configured that way using lists sharepoint lists and libraries and interact and interrelated them with the help desk ticket we have service catalog for example on there in the portal we have the portal with the knowledge base search for example but configuration management database is more of a uh asset management one you know with the asset management integration that's right interesting question per se yeah and again if we want you want to talk about that cmdb in more detail just reach out to us we'll get that set up for you we do talk about it actually in the asset webinar so if you want to give that a give that a watch it's more towards the middle of that webinar you give that a watch and then or easier just set up time with us a chat here as well yes exactly exactly right also about how our nitro studio will invoke web services and other apis and be able to use the form or the workflows to interact with other systems outside of outside of the ipa outside of sharepoint or office 365 you know support for membership you could put in the member number and it would go out and read the members database and or client database or whatever and bring back that information into the into the ticket like such as he puts in the email address for the member or the id of the member and then our client wherever they'll pull in information about that from the database into the system so we do this a lot of external external database connectors as well as invoking uh workflows or invoking web services azure functions or using rest apis so a lot of a lot of integration of this help and one big thing here is it's all included right so i mean obviously it doesn't always come out of the box that way you know everyone is going to have some requirements specific to them but what i've shown here in terms of the out-of-the-box functionality you know is ready to rock from day one when it comes to adding in this piece of scott said all of the nitro studio tools that is included in the targeted site the help desk site so that is you guys have free reign to go out and create or contract with my team our team to uh to make that happen right a little bit of column a little column b internal on our side plus a little knowledge transfer with you guys yeah someone was asking about a demo uh i'll grab your information and i'll reach out to you personally but i i plugged my personal email in that answer too so if anyone says any questions uh you can you can hit me directly set enough demos things like that be happy to do that for you um yeah we'll get a time on the books i'm pretty pretty flexible when it comes to times okay yeah yeah so it's good it's good there it sees a lot of flexibility with the program um a lot of things going on there that in the state connection i like what you said about the incorporating nitro studio and the extreme flexibility that brings with the nitro form the nitro workflows the reporting the portals and you also mentioned the bot which is a it's a getting more bot is not just for it support it can be used for any uh interaction such as trading creating a leave request or searching an faq or initiating a purchase many many things with the nitro biome like anyone interested in nitrobot we'd be glad to talk to you more about that uh one-on-one see what you want to use it for it's a it's a really up and coming thing and people are getting more and more interested in using the bot technology to automate and streamline operations with support and other functions in the organizations yeah now scott i know you have some previous recordings on the bot uh webinars things like that do you have anything upcoming for about webinars uh there's something in march i believe i gotta look that up but i know i'm doing nitro studio 101 on on two weeks from today i think yeah there's a lot a lot of bad information we've done already but there's probably more coming up i'd have to look that up exactly but yeah guys yeah nitro 101 be a great one too if this piqued your interest in terms of what nitro can do as a standalone that'd be a great one to join as well um and you can find that on our website which i can pull up here for you guys uh under resources we have all of our old you know our previous webinars that you can search and look at and then nitro 101 march 11th 101 march 11th and there should be another one coming up after that uh two weeks after that which i think is another okay whatever but anybody's interested in bots we just talked about it yeah exactly you know i'm very glad yeah in the in the sake of time here guys no more questions come in we'll let you go but i appreciate you guys coming in and taking part in this uh scott thanks for answering questions and like we said if you guys have any questions just give us a shout okay thanks ryan it was good thanks guys

Channel: Crow Canyon Software

Views: 3,659

Rating: 4.5 out of 5

Keywords: office 365 sharepoint helpdesk

Id: ft8Vo9a_704

Length: 55min 2sec (3302 seconds)

Published: Thu Feb 25 2021