Exercise 1: Create a workflow that starts automatically for a Help Desk Ticket system Objective: Assign a computer technician to troubleshoot tickets based on the type of ticket.

Workflow Requirements: Send a confirmation email to the person who submits the IT Help ticket Create a task assigning the correct technician to the task Record the Assigned technician to the ticket

Create Help Tickets custom list1. Navigate to the site: http://sp2010-wfe1:100/2. Site Actions > More Options3. Select the template: Custom List

a. Name: HelpTickets4. Create5. Ribbon button: Create Column

a. Name: Problem Descriptionb. Type: Multiple Lines of textc. Ok

6. Ribbon button: Create Columna. Name: Ticket Typeb. Type: Choicec. Remove the default choices of: Enter Choice 1, Enter choice 2, enter Choice 3d. Enter the following on separate lines:

i. Hardware

ii. Softwareiii. Service

e. Ok

7. Ribbon button: Create Columna. Name: Assigned Technicianb. Type: Person or Groupc. Ok

8. Ribbon button: Create Columnd. Name: Resolution Datee. Type: Date Timef. Ok

9. Click link: Add new Item10. Enter the following

g. Title: Computer on fireh. Problem Description: Visible Flamesi. Ticket Type: Hardwarej. Save

11. Site Actions > Edit in SharePoint DesignerNotice: SPD 2010 opens with the It site as its target context.

12. On the side navigation area: Workflows13. Ribbon button: List Workflows > Help Tickets

14. Enter the following:k. Name: Assign Technicianl. Description: This workflow assigns the correct technician based on the type of ticket

submitted.m. Ok

15. On the workflow breadcrumb > Assign Technician

Notice: this displays a settings page for the entire workflow. This is the location you can configure setting for the basis behavior of the workflow. For example it’s associated tasks lists, start up options and other settings.

16. Task list: Ticket Tasks17. Dialog box: Ok18. Show workflow visualization on status page: Yes19. Start Options: Start workflow automatically when an item is created

20. Save

21. Click the link: Edit WorkflowNotice: the workflow designer opens up with Step 1 created

22. Click on text “step 1” type: 1-Logical Branch for Ticket Type

23. Enter24. Click below the box for step 1

Notice: the “Current Cursor” is flashing at that location. The new set will b inserted at the point.25. On the ribbon: Step

Notice: a new step is created26. Change its name to: 2-Workflow Actions27. Press: Enter28. Click below step 229. On the ribbon: Step

Notice: a new step is created30. Change its name to: 3-Close Workflow

31. Under Step “ 1-Logical branch for Ticket Type” Click: (start typing or use the insert group in the Ribbon”

32. On the ribbon: Condition > If current Field equals value

33. Set the field to: Ticket Type34. Set the value to: Hardware

Notice: the workflow designer knows the lists schema and values. Sweet?35. On the ribbon: Else If36. Still within Step 1: Click below the last condition37. On the ribbon: Condition > If current Field equals value38. Set the field to: Ticket Type39. Set the value to: Software40. On the ribbon: Else If41. Still within Step 1: Click below the last condition42. On the ribbon: Condition > If current Field equals value43. Set the field to: Ticket Type44. Set the value to: Service

45. Ribbon button: Local variables

46. Add a. Name: AssignedTechb. Type: Stringc. OK

47. Adda. Name: rptSummaryb. Type: Stringc. OK

Notice: With the use of variables, you can set a value that will carry on to the next step or steps.

48. Click: Below the first If statement in Step 1 – Hardware ticket types49. Ribbon button: Actions > Set workflow Variable

a. Variable: AssignedTechb. Value: Contoso\SP_member

50. Click: Below the second If statement in Step 1 – Software ticket types51. Ribbon button: Actions > Set workflow Variable

a. Variable: AssignedTech

b. Value: Contoso\Sp_Owner

52. Click: Below the third If statement in Step 1 – Service ticket types53. Ribbon button: Actions > Set workflow Variable

a. Variable: AssignedTechb. Value: Contoso\Sp_admin

54. In step 2 add the action: Set workflow variablesa. Variable: rptSummaryb. Click the link: Valuec. Click the string builder Icon

Notice: a dialog box opens where you can type text or insert variables or fields.a. Type the following:

“Ticket: ” b. Click the button: Add or change lookup

c. Field from Source: encoded Absolute URL

d. OkNotice: It add a reference to that field into the string.

e. Complete the string builder to look like the following inserting the fields where needed:

55. Add the Action: Send an Email56. Click on the link: These Users57. Browse for the address: To

58. Select: User who created current item

59. Add > Ok60. Set the Subject: Help Ticket confirmation61. In the body click: Add or change lookup

f. Data Source: Workflow Variables and parametersg. Field from Source: Variable: rptSummaryh. Ok

62. After the field reference Type:“Sincerely, SharePoint team”

63. Insert the workflow position cursor below the email action64. On the ribbon: Actions > Set field in current item

i. Field: Assigned Technicianj. Value

i. Workflow Lookup for userii. Data source: Workflow variables and parameters

iii. Field from Source: AssignedTechiv. Return Value as: Login Namev. Ok > OK > OK

65. Insert the workflow position cursor below the Set field action66. On the ribbon: Actions > Assign a Todo item67. Click the link: A Todo item > Next

k. Name: Technician Assignmentl. Description: Please review and resolve this help ticket m. Finish

68. Click on the link: these users69. Select: Workflow lookup for user 70. Add

a. Data source: Workflow variables and parametersb. Field from Source: AssignedTech

c. Return Value as: Login Named. Ok > OK > OK

71. Click in Step 372. Add the action: Log to history73. Click the prompt: this message74. Click the string builder button:

75. Type: Workflow completed 76. Add the variable: rptSummary

77. Ok78. Save the workflow79. On the ribbon: Publish80. Switch to your browser81. Enter a new help ticket:

e. Title: bad monitorf. Description: Monitor is fuzzyg. Type: hardwareh. Save

82. Open the list: Ticket TasksNotice: a task has been created assigned to: SP_member

83. Click the task title84. Click the button: Complete85. Create new help tickets with a ticket type as: Software and Service. They each need to have the

task completed in order to finish the workflow. Notice how it will assign different technicians based on the hardware type.