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Hello fellow Spiceworks community!

I hope you can help me with this particular topic!

I created a help desk ticketing system via SharePoint 2010, and it works great! There is one issue I have with it, however. It is not as robust as the help desk ticketing system with Spiceworks. I have seen some help desk ticketing systems integrate with SharePoint, though I am not sure how.

My goal here is to allow users to create and view tickets via SharePoint while the IT department works on the tickets via Spiceworks Help Desk. For this to happen, a workflow must be created to push the tickets out to Spiceworks Help Desk. Any updates to the ticket via Spiceworks Help Desk would then have to be pushed back to SharePoint for end user viewing.

Is something like this possible?

3 Spice ups
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Assuming that SharePoint has public APIs, you could conceivably create an App Center App that would integrate the two.

I do see a couple of difficulties with this, however. The App Center currently requires a cloud based solution, but I have heard of people hacking things to use it locally instead (on a locally running web server). The second issue is the help desk doesn’t currently push notifications. So whatever you write would have to run and periodically query Spiceworks for ticket updates.

Sorry I don’t have a better answer for you.

Jackie.

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The easiest method would be to just send an email to the spiceworks helpdesk every time someone creates a ticket from Sharepoint. The downside is that it would not track the creator correctly (you might be able to setup an user account for the sharepoint email address that is an admin and as such you would be able to use the tickets anywhere commands to change settings.

2 Spice ups
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If an email is sent to Spiceworks Help Desk, it will create a ticket automatically?

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Yes it will.

You do need to add the email server settings but once that is done it will create tickets automatically from emails and also let you communicate with the people that are cced on the tickets. (I would suggest ccing people when you send the emails to the helpdesk that way you can continue to communicate with them while working on tickets).

1 Spice up
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Thank you for the information! This has been most insightful!

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I just thought of something. I can create a workflow in SharePoint for a new IT support ticket that was created via SharePoint that will send an email to Spiceworks, which will then create a new ticket. Though it may not capture the creator appropriately, it will still capture the ticket details.

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THat is correct - and if you CC the creator from SharePoint it will then include that as a CCed address in Spiceworks

2 Spice ups
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Hi Questioner,

Can you please send me instructions on how to setup spiceworks ticketting system to the share point? We have office 365 purchased license. I’m very new in share point expertise. We are a small company and can’t spen much money to buy expensive helpdesk ticketting too. Wanted to utilize spiceworks and integrate it with sharepoint. Do we need to have a database server that requires to have spiceworks? Please advise me and send me instructions!!

Best regards,

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Nj01 - Please read through this thread again. You will see Spiceworks does not integrate with SharePoint.