The information contained in this document represents the current view of Microsoft Corporation on the issues
discussed as...
Help Desk Application
Created in less than a week with no code
No special server permissions required
No client apps requi...
EMPLOYEE FILLS OUT NEW
HELPDESK REQUEST
Demo Walkthrough
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HELPDESK TECHNICIAN
LOOKS AT HIS QUEUE
Switch Hats
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EMPLOYEE GETS E-MAIL TELLING
HIM HIS REQUEST HAS BEEN
RESOLVED
Switch Hats
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HELPDESK MANAGER LOGS IN
TO CHECK OVERALL STATUS
Switch Hats
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INFOPATH FORM DESIGNER
How it’s Built
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Highlighted Features
WYSIWYG Form Layout
4 Types of Form Logic
Data Validation
Conditional Formatting
Rules
Default Values...
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SHAREPOINT DESIGNER
How it’s Built
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Highlighted Features
Workflow
Routing requests to the appropriate person
Sending e-mail confirmation
Pausing for a fixed a...
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Thank you!
http://www.microsoft.com/sharepoint/capabilities/bpf
HelpDesk con SharePoint e InfoPath
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HelpDesk con SharePoint e InfoPath

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  • Notice how the estimated wait time changes when the priority was set to ‘High’. The wait time is real, it’s dependent on the number of requests currently in the queue that are at the same priority of your request or higher priority. We estimate roughly 10 minutes per-request, so 50 minutes means that there are 5 high priority requests ahead of your new request. This is done using an external data connection, more detail later…
  • The form validates the phone number field, it can either be a traditional phone number, or a custom phone extension.
  • Notice that the text boxes the employee filled out are now grayed and read-only. New controls for resolution information now appear at the bottom of the form.
  • The request now shows up in a resolved state in the helpdesk technician’s queue. After 1 day without re-activation, this request will automatically be closed and moved to an archive location which will remove it from this queue entirely.
  • Note the resolution information is included, along with who the request is currently assigned to. If the employee is unhappy with the resolution, he can reactivate the request using the button on this page. This navigates the employee back to the form where he can add additional detail.
  • This page shows several Key Performance Indicators, a feature of MOSS. This shows the power of the overall SharePoint platform, you don’t have to rebuild features for each application. This page also shows the oldest active requests, this is a filtered data query built using SharePoint Designer. Web parts allow you to put all the most critical information on one dashboard page for the Helpdesk Manager.
  • Creating a new Key Performance Indicator only takes a few minutes and is completed on one page.
  • Creating a new Key Performance Indicator only takes a few minutes and is completed on one page.
  • This page shows all active requests. Active requests can be re-assigned directly from this page by clicking ‘assign’ without opening the form.
  • And of course, the form created runs on the server. If desired, the same form will also run on a client computer using the InfoPath form-filler client.
  • WYSIWYG - New controls like this drop-down box are added by dragging and dropping from the control gallery
  • Forms store data in Fields. You can see all the fields on a form through the Data Source task pane.
  • Data Validation – You can match against existing patterns like ‘Phone Number’ or build a custom pattern like this phone extension ‘x00000’
  • Conditional formatting allows you to set color, e.g. when the form is ‘Active’ the status bar is Red, when the form is Resolved the status bar is Green. Conditional formatting also allows you to show and hide sections of the form using ‘Hide this control’. E.g. the Status bar is hidden when the status is ‘Not Started’. It’s also used to hide/show sections based on the category you pick, e.g. ‘Phone Type’ only shows up if your category is ‘Telephony’.
  • Rules can fire on any control, but are often used on Buttons. These are the rules that fire when the ‘Create New Request’ button is pushed.
  • Default Values can be simple static text, or you can create rich formulas without writing code. Default values are automatically re-computed if any of the variables used to compute them change. This default value is used to calculate the number of requests in the queue, which is then used to populate a field telling the user their ‘Estimated Wait Time’.
  • In the Data Source task pane, you’ll see ‘Main’ which are the primary fields in the form, you’ll also see any other data sources you’ve added. These secondary data sources are usually external sources. In this case we’re bringing in Frequently Asked Questions, and a query that looks at the Helpdesk Queue itself.
  • Creating a new data source is easy. There is a wizard that walks you through the most common types of data sources.
  • You can create multiple views for your form. These can be different views for different audiences. There can be a separate print view. You can also use views to create a form that’s spread over several pages, with ‘Next / Previous’ buttons to navigate between pages.
  • This property promotion screen allows you to choose which fields from the form you want to promote out into SharePoint. Promoted fields allow you to share form data with SharePoint. These fields will appear in the SharePoint Library, and can be used to trigger or pass data to workflows. They can also be edited in bulk (e.g. update Priority of multiple items) using SharePoint’s Excel-like data grid.
  • Start with the structure of the site. This is the Active Helpdesk Requests Library. It is a form library in SharePoint. It only holds requests while they’re being worked on.
  • Closed requests are moved to the Request Archive form library, automatically by workflow. This keeps the active requests library relatively small, which helps improve performance. It also allows for metrics and reporting to be run without impacting the active requests.
  • This is the home page of SharePoint Designer after opening a SharePoint Site. You’ll see Workflows off on the left, as well as lists, libraries, and other parts of the site.
  • There are three workflows on the site. One to handle new requests. A second to handle resolved requests and other request changes. And a third to archive requests.
  • Creating a workflow is rather easy, there is a wizard in SharePoint Designer to guide you through the process. Notice that you get to choose what actions trigger this workflow. In this case we’ve chosen to start the workflow automatically when a new helpdesk request is created.
  • Step 1 of the workflow is to assign owners. This workflow assigns an owner based on the category of the request.
  • This workflow assigns an owner based on the category of the request.
  • This shows a quick list of the actions that are available as part of workflow. This list is extensible and will automatically update if new actions have been installed on your SharePoint server.
  • Step 2 of the workflow is to send an e-mail notification to the employee who created the helpdesk request. Notice that the e-mail is not static, you can insert data from the form directly into the e-mail message.
  • This is another workflow, for handling resolved requests. Notice in this case that the workflow will pause for 1 day before proceeding to the next step which closes the request. If during this one day a user re-activates the request, this workflow will not close it.
  • The ‘My Helpdesk’ page was designed in SharePoint Designer. It has a ‘Create New Request’ button, it has several data form web parts that show the user’s current requests, as well as details of those requests and FAQ entries. You’ll notice on the right that like InfoPath you have access to Data Sources, and can drag/drop data from these sources into the web parts to create a rich view. The way to think about it is that InfoPath allows you to create your form which focuses on editing 1 item. SharePoint Designer allows you to create a list view which focuses on reading high-level data for multiple items (e.g. like Windows Explorer).
  • Here we’ve gone into more depth on the data source. You’ll notice that filters and sorts are available to ensure that you’re showing only the data you need to. In this case, just the requests that this user has created.
  • Here you’ll notice another parallel with InfoPath. You can apply conditional formatting to your view of requests. Here we’ve differentiated resolved requests by marking them with a tan background.
  • We’ve customized the navigation on the Helpdesk site using SharePoint Designer. You’ll notice the Navigation task pane on the left. We also used SharePoint Designer to customize the Master Page which used as a template by all other pages on the site. This enabled us to get a nice consistent feel with logos, coloring, and chrome by just editing one page in one place. Any changes to the Master Page will automatically propagate to other pages in the site.
  • HelpDesk con SharePoint e InfoPath

    1. 1. The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This White Paper is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Active Directory, Excel, SharePoint, Silverlight, SQL Server, Popfly, and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
    2. 2. Help Desk Application Created in less than a week with no code No special server permissions required No client apps required for users to either submit or manage requests 2 authoring environments InfoPath 2007 and SharePoint Designer 2007 Key runtime components Microsoft Office SharePoint Server 2007 InfoPath Forms Services 2007 Microsoft Office Outlook 2007 Overview 3Microsoft - Business Processes and Forms
    3. 3. EMPLOYEE FILLS OUT NEW HELPDESK REQUEST Demo Walkthrough 4Microsoft - Business Processes and Forms
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    11. 11. HELPDESK TECHNICIAN LOOKS AT HIS QUEUE Switch Hats 13Microsoft - Business Processes and Forms
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    18. 18. EMPLOYEE GETS E-MAIL TELLING HIM HIS REQUEST HAS BEEN RESOLVED Switch Hats 20Microsoft - Business Processes and Forms
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    21. 21. HELPDESK MANAGER LOGS IN TO CHECK OVERALL STATUS Switch Hats 23Microsoft - Business Processes and Forms
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    26. 26. INFOPATH FORM DESIGNER How it’s Built 28Microsoft - Business Processes and Forms
    27. 27. Highlighted Features WYSIWYG Form Layout 4 Types of Form Logic Data Validation Conditional Formatting Rules Default Values using Formulas External Data Connections Multiple Form Views Property Promotion 29Microsoft - Business Processes and Forms
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    46. 46. SHAREPOINT DESIGNER How it’s Built 48Microsoft - Business Processes and Forms
    47. 47. Highlighted Features Workflow Routing requests to the appropriate person Sending e-mail confirmation Pausing for a fixed amount of time Page Design Data Form Web Parts Conditional Formatting Custom Navigation and Master Pages 49Microsoft - Business Processes and Forms
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    61. 61. Thank you! http://www.microsoft.com/sharepoint/capabilities/bpf

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