Install and configure the Help Desk sample in PowerApps

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

Estimated time to complete these steps: 10-15 minutes

Tip

For a demonstration of this process, please 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 PowerApp

Tip

Watch this video to see how to use the Help Desk PowerApp Sample.

Prerequisites

  • Sign up for PowerApps.
  • 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 and navigate to https://portal.office.com.

  2. Log in with an account that has permission to create SharePoint lists.

  3. Navigate to the site collection where you want the HelpDesk list to reside.

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

  5. Click Add an app.

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

  7. Click the search icon.

  8. Click 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. Click Create.

Create Description column

  1. Select the ellipsis next to the HelpDesk list and click Settings.
  2. Click 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. Click OK.

Create Category column

  1. Click 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. Click OK.

Create PercentComplete column

  1. Click 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. Click OK.

Create Priority column

  1. Click 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. Click OK.

Create TaskStatus column

  1. Click 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. Click OK.

Create AssignedTo column

  1. Click 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. Click OK.

Edit 'Title' column

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

Download the Help Desk PowerApp

  1. Download the PowerApps package and save it to your machine.

Create connections

  1. In a web browser, navigate to web.powerapps.com.
  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. Click + New connection.
  2. In the Search textbox, enter Office 365 Outlook.
  3. Select Office 365 Outlook in the list.
  4. Click Create.
  5. In the popup window, select the account you logged in with.

Create SharePoint connection

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

Create Office 365 Users connection

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

Import the Help Desk PowerApp

  1. In a web browser, navigate to https://web.powerapps.com.

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

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

  4. Click Import package(preview).

    Import package screen

  5. Click the Upload button and select the PowerApp package you downloaded in 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 screen

  8. Click the red icon for the SharePoint Connection.

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

    Import settings screen

  10. Click Save.

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

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

    Import settings screen

  13. Click Save.

    Tip

    When you are done, it will look like this.

    Import settings screen

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

    Import settings screen

Configure the PowerApp to use the SharePoint list

  1. Under Next steps, click Open app.
  2. Click Allow when prompted for permission.

Delete connections

  1. Click View.
  2. Click Data sources.
  3. In the Data pane, click the ellipses next to the HelpDesk SharePoint connection.
  4. Click Remove.

HelpDesk list

  1. Click View.

  2. Click Data sources.

  3. In the Data pane, click + Add data source.

  4. Select SharePoint.

  5. Click Create.

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

    Tip

    If the site does not appear in the list, enter the URL to the SharePoint site in the textbox and click, Go.

  7. In the Search textbox at the top of the list enter HelpDesk.

  8. Check the checkbox next to the HelpDesk list.

  9. Click Connect.

Update admin list

  1. Select the LoginScreen.

  2. Select OnStart in the dropdown.

  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 1 admin, please use a comma to delimit the admin. Example: "admin1@microsoft.com","admin2@microsoft.com". To ensure the addresses in the AdminList match the format PowerApps expects, select View > Variables > Global > MyProfile and look at the 'Mail' column to see the expected email format.

  5. Click File.

  6. Click Save.

  7. Click Publish.

  8. Click Publish this version.

Modify the Flow

  1. In the menu on the left, click Flows.

  2. If prompted to sign in, sign in by providing the same credentials that you used to sign up.

  3. Select My flows in the top menu.

  4. Next to the HelpDeskFlow Flow, click the pencil icon.

    Edit Flow screen

  5. Expand the Get items action.

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

    Edit Flow screen

    Tip

    You don’t need to type it manually, you can choose it in the dropdown lists.

  7. Expand the Switch.

  8. Expand the NOT STARTED case.

  9. Expand the Case not started action.

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

    Edit Flow screen

  11. Click Update flow.

Play the PowerApp

  1. In the web browser, click Apps.
  2. Click the ellipses next to the Help Desk PowerApp.
  3. Click Open.

Tip

Watch this video to see how to use the Help Desk PowerApp Sample.

Next steps