20-22 Wenlock Road, N1 7GU, London

HR Ticket System (Power Platform)

Holland and Barrett required a help desk system built around Office365 (SharePoint & Power Platform) for the employees to submit different requests. The requests would be processed by HR, files can be added and shared with the employees, different notes (internal and public).

Requirements

The HR Tickets system would be built as a help desk for the employees to:

  • Submit tickets of different types (payslip, absence, grievance …etc.)
  • Search the frequently asked questions database to quickly find resources.
  • Ability to upload files (internal i.e. for HR only and Shared files i.e. with the users).
  • Apply different tickets SLA to enforce a prompt response and user satisfaction.
  • Ability to add notes to each ticket.
  • Chat with the users and request additional information.
  • Reporting on different aspects of the system (time to close tickets, number of tickets by category …etc.)

Solution

After analysis of the requirements, and understanding of the driver behind, we were able to quickly design, build and deliver successful solution, which was built using SharePoint lists (for all the back end data), and PowerPlatform (Power Apps, Power Automate and Power Bi).

For this solution, we built two Power Apps solutions:

  • Admin solution : For HR team, which allows the HR employee to interact with the different aspects of the tickets.
  • User solution: For all the employees, to raise tickets, and track the progress of their tickets.

Couple of Power Automates which manage the notifications, data validations …etc.

PowerBi report for the managers.

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Screenshots
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