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sv86
Nintex Newbie

Create Helpdesk ticking system

Hi all,

I am new to Nintex and I am trying to create a helpdesk ticketing system which should have a way to escalate, reassign, sign by the user when done, and then route to manager for issues , signed by the manager in the end.

Do we already have a template which does this with forms and the workflow?

Much appreciated.

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14 Replies
Automation Master
Automation Master

Re: Create Helpdesk ticking system

you could have a look on Nintex Xchange™‌ to see if anyone has posted a complete solution for you there.

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sv86
Nintex Newbie

Re: Create Helpdesk ticking system

no there was none related to it. Can you help me build one?Cassy Freeman

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Automation Master
Automation Master

Re: Create Helpdesk ticking system

Happy to help for sure and whatever we come up with can go on Nintex Xchange™

Can you send some finer details on your requirements.

What information you need to capture and at which stages

what the process flow you should be with all possible outcomes etc

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sv86
Nintex Newbie

Re: Create Helpdesk ticking system

Hi Cassy,

I want to create a helpdesk system which will start from the HR department-> notify the management/concerned-> and then it should be assigned to the concerned team according to the issue-> the assigned team should pick it up and fix the issue-> should have escalations if necessary-> and once the issue is fixed it should notify the user and the concerned section head that the issue is resolved and it is saved in the list.

Thank you

Regards,

Sujatha V.

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sv86
Nintex Newbie

Re: Create Helpdesk ticking system

Looking for the workflow to work something similar to manage engine helpdesk tool.

Thank you

Regards,

Sujatha V.

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Automation Master
Automation Master

Re: Create Helpdesk ticking system

Yes all perfectly doable.  Have you got your "underlying list" that will store details of the call/issue?

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sv86
Nintex Newbie

Re: Create Helpdesk ticking system

Hi Cassy,

My list is not yet ready as I am quite unsure of which columns I would need exactly to be used. Can you help me build my list columns first for the task?

Thank you

Regards,

Sujatha V.

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Automation Master
Automation Master

Re: Create Helpdesk ticking system

i am happy to help but you aren't really giving me much to work with.  I have no idea what you want to record about the calls that come in to the helpdesk!

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Automation Master
Automation Master

Re: Create Helpdesk ticking system

Hello Teresa,

You really need to first some do some systems analysis and design to figure out the architecture of your system.   Maybe sit down with the end users and discuss what their needs will be.  You'll have to think through the process just like you would in building any other application.   Think of the columns in the list that you need, as in what data you will want to store.  Then you can start thinking through the business process as in what happens from step A to step Z.   Once you have that outlined it will be much easier to build out your workflow and at the same time learn Nintex in the process.

Sincerely,
Mike

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