Install and configure the Help Desk sample in Power Apps

Step-by-step instructions for, in Power Apps, installing and configuring the Help Desk sample for canvas apps.

Estimated time to complete these steps: 10-15 minutes

Tip

For a demonstration of installation and setup process, watch this video.

Overview of the sample

Help Desk provides a user-friendly experience to connect end users with support professionals. Quickly find answers to your most important questions, track progress of open tickets, and review details of previous requests. This app requires a small amount of setup to make it your own.

Opening screen of the Help Desk Tickets app

Tip

For an end-to-end demonstration of how to use the Help Desk sample app, watch this video.

Prerequisites

  • Sign up for Power Apps.
  • Must have a valid SharePoint Online license and permission to create lists.

Create the HelpDesk SharePoint list

This list stores the Help Desk tickets.

  1. Open a web browser.

  2. Go to the SharePoint site where you want to create the HelpDesk list.

  3. Sign in with an account that has permission to create lists.

  4. Select the gear icon in the top-right portion of the web page.

  5. Select Add an app.

  6. In the Find an app textbox, enter Custom.

  7. Select the search icon.

  8. Select the Custom List app.

  9. In the Name textbox, enter HelpDesk.

    Important

    If you choose a different name for the list make sure you write it down because you will need to substitute it for HelpDesk everywhere you see it during the installation and configuration process.

  10. Select Create.

Create Description column

  1. Select the ellipsis next to the HelpDesk list and select Settings.
  2. Select Create column.
  3. In the Column name textbox, enter Description.
  4. In the type of information in this column is radio button list, select Multiple lines of text.
  5. In the Require that this column contains information radio button list, select Yes.
  6. In the Specify the type of text to allow radio button list, select Plain text.
  7. Select OK.

Create Category column

  1. Select Create column.
  2. In the Column name textbox, enter Category.
  3. In the type of information in this column is radio button list, select Choice.
  4. In the Type each choice on a separate line textbox enter the following values, each on a separate line:
    • LAPTOP / PC equipment issue
    • LAPTOP / PC software issue
  5. In the Enforce unique values radio button list, select No.
  6. In the Display choices using radio button list, select Drop-down Menu.
  7. In the Default value textbox, enter LAPTOP / PC equipment issue.
  8. Select OK.

Create PercentComplete column

  1. Select Create column.
  2. In the Column name textbox, enter PercentComplete.
  3. In the Type of information in this column is radio button list, select Number (1, 10, 100).
  4. In the Require that this column contains information radio button list, select No.
  5. Select OK.

Create Priority column

  1. Select Create column.
  2. In the Column name textbox, enter Priority.
  3. In the Type of information in this column is radio button list, select Choice.
  4. In the Type each choice on a separate line textbox enter the following values, each on a separate line:
    • HIGH
    • MEDIUM
    • LOW
  5. In the Enforce unique values radio button list, select No.
  6. In the Display choices using radio button list, select Drop-down Menu.
  7. In the Default value textbox, enter LOW.
  8. Select OK.

Create TaskStatus column

  1. Select Create column.
  2. In the Column name textbox, enter TaskStatus.
  3. In the type of information in this column is radio button list, select Choice.
  4. In the Type each choice on a separate line textbox enter the following values, each on a separate line:
    • NOT STARTED
    • IN PROGRESS
    • COMPLETED
    • DEFERRED
    • WAITING ON CSR
  5. In the Enforce unique values radio button list, select No.
  6. In the Display choices using radio button list, select Drop-down Menu.
  7. In the Default value textbox, enter NOT STARTED.
  8. Select OK.

Create AssignedTo column

  1. Select Create column.
  2. In the Column name textbox, enter AssignedTo.
  3. In the type of information in this column is radio button list, select Person or Group.
  4. In the Require that this column contains information radio button list, select No.
  5. In the Allow multiple selections radio button list, select NO.
  6. Select OK.

Edit 'Title' column

  1. Select the Title column link.
  2. In the Require that this column contains information radio button list, select No.
  3. Select OK.

Download the app

  1. Download the Power Apps package and save it to your machine.

Create connections

  1. Sign in to Power Apps.
  2. Sign in by providing the same credentials that you used to sign up.
  3. In the menu on the left, select Data then Connections.

Create Office 365 Outlook connection

  1. Select + New connection.
  2. In the Search textbox, enter Office 365 Outlook.
  3. Select Office 365 Outlook in the list.
  4. Select Create.
  5. In the popup window, select the account you logged in with.

Create SharePoint connection

  1. Select + New connection.
  2. In the Search textbox, enter SharePoint.
  3. Select SharePoint in the list.
  4. Select Create.
  5. In the popup window, select the account you logged in with.

Create Office 365 Users connection

  1. Select + New connection.
  2. In the Search textbox, enter office 365 users.
  3. Select Office 365 Users in the list.
  4. Select Create.
  5. In the popup window, select the account you logged in with.

Import the app

  1. Sign in to Power Apps.

  2. Sign in by providing the same credentials that you used to sign up.

  3. In the menu on the left, select Apps.

  4. Select Import package(preview).

    Import package screen

  5. Select the Upload button and select the package that you downloaded in the previous steps.

  6. For the App and Flow resource types, set IMPORT SETUP to Create as new.

  7. For the SharePoint and Outlook connections, set IMPORT SETUP to Select during import.

    Import settings for SharePoint and Outlook

  8. Select the red icon for the SharePoint Connection.

  9. In the connections list, select the item with your username.

    Import settings for SharePoint

  10. Select Save.

  11. Select the red icon for the Office 365 Outlook Connection.

  12. In the connections list, select the item with your username.

    Import settings for Outlook

  13. Select Save.

    Tip

    When you are done, it will look like this.

    Import settings review

  14. Select Import and wait until the process is complete.

    Import settings complete

Configure the app to use the SharePoint list

  1. Under Next steps, select Open app.

  2. Select Allow when prompted for permission.

    Allow connections

Delete connections

  1. On the View tab, select Data sources.

    View data sources

  2. In the Data pane, select the ellipsis (...) next to HelpDesk, and then select Remove.

    Remove SharePoint connection

HelpDesk list

  1. On the View tab, select Data sources.

  2. In the Data pane, select Add data source.

  3. Select the SharePoint connection created earlier.

    SharePoint connection

  4. In the Recent sites list, select the SharePoint site where you created the HelpDesk List.

    Select SharePoint site

    Tip

    If the site doesn't appear in the list, type or paste the URL to the SharePoint site in the textbox, and then select Go.

  5. Select the HelpDesk list. You can also use the search box and enter Helpdesk to filter the results.

  6. Select the checkbox next to HelpDesk, and then select Connect.

    Select HelpDesk list

Update admin list

  1. Select App from the tree view.

  2. Select OnStart in the top dropdown property list.

  3. Expand the formula window and find the AdminList collection.

  4. Replace user@microsoft.com with your HelpDesk administrator(s).

    Update Admin list

    Tip

    If you have more than one administrator, use a comma to delimit the list of administrators. Example: "admin1@microsoft.com","admin2@microsoft.com". To ensure the addresses in the AdminList match the format Power Apps expects, select View > Variables > Global > MyProfile and look at the 'Mail' column to see the expected email format.

  5. Select File > Save > Publish > Publish this version to save and publish the app.

Modify the flow

  1. Sign in to Power Apps.

  2. Select Flows from left pane.

    Flows list

  3. Next to the HelpDeskFlow Flow, select the pencil icon to edit the flow.

    Edit Flow screen

  4. Expand the Get items action.

    Expand Get items

  5. Change the Site Address and List Name to match the HelpDesk SharePoint list you created.

    Edit Flow screen for site address and list name

  6. Expand Apply to each action.

    Expand apply to each

  7. Expand Switch.

    Expand Switch

  8. Expand the NOT STARTED case.

  9. Expand the Case not started notification action.

    Expand Case not started notification

  10. Change the To to match the HelpDesk admin email.

    Edit Flow screen for To field

  11. Select Save to save the changes to the flow.

    Save flow

Play the app

  1. Sign in to Power Apps.

  2. Select the Help Desk Tickets app to play.

    Play the app

Tip

Watch this video to see how to use the Help Desk Tickets sample app.

Next steps

See also