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Employee IT Support Request Automation: Automate Your Business Processes - Ep. 4
Jun 19, 2025
Discover how to streamline employee IT support request handling through automation. This session explores the implementation of technical support ticket workflows using Power Automate, enabling efficient task execution, reduced manual intervention, and improved response times.
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0:01
[Music]
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[Music]
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greetings everyone welcome again to the business automation show where we talk about how we can automate your business
0:48
process or your daily work routine activities that you do in your business
0:53
depending on whatever your business is so we every uh you know uh session we
0:59
take a new use case and we explain that if that is the use case you have how you
1:05
can automate it and how you can use this Microsoft stack and using different different tools we can use uh you know
1:13
perform the automation for this uh particular use case so today we have
1:19
another use case that we will be uh sharing with you guys so let's uh see
1:24
that what is the agenda for today so we will discuss what is the use
1:31
case and then we will discuss what is our proposed solution so this is a potential solution there can be other
1:38
solutions as well but this is according to us this could be a potential solution using these Microsoft uh set of
1:45
technologies and tools so we'll discuss about Microsoft forms and the power automate and Microsoft planner that how
1:53
we can use these tools to you know automate this particular use case so
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before jumping onto the main topic let's have a quick introduction about ourself so myself Mahindra and I have my
2:07
friend with me Sep we both are Microsoft MVPs as well as C# corner MVPs and we
2:13
have been more than 10 years of experience in Microsoft technologies and this uh this show is represented by C#
2:21
corner community here so we both are you know doing this uh automation sessions
2:27
here so let's jump to our use case
2:32
so today we have a new use case where we are going to discuss about employee IT
2:39
support request system okay so this is basically a system where we manage
2:47
different type of support that is requested or that is needed by our
2:52
employees okay so depending on that what is the size of your organization if it's
2:58
a small or medium or large scale we have lots of you know things that we need to
3:05
set up for our employees so it may be that they need a you know new uh desk
3:11
system setup there they need a printer connectivity maybe they have facing some issue in their monitor maybe they are
3:18
facing some issue in their chair or in the table or maybe they want to install some new software for their uh you know
3:24
their daily work routine so there could be different different request that we can manage using this system okay and
3:33
verbally if we are you know working on this one let's say if you know somebody
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needs something and they are going to their you know IT department or who is managing that you know support they can
3:45
verbally saying that okay I need this request and maybe the person you know who is handling this they are working on
3:51
something else and they will say okay I will take care of that right and once you know they will be working on that
3:58
maybe they will forget right they don't know that okay what you asked for maybe you will go and remind them again okay
4:04
yeah I'm waiting for you need new software or I'm waiting for this new chair or maybe I'm needing for this kind
4:10
of request right so in this use case we will tell you that how we can create
4:16
such a system where we can submit a request and based on that request you
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know information whatever your request is whatever your query is we can collect
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that and we can do that automation using power automate and using the other tools
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that is part of the Microsoft step okay so this is a example of a any uh support
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system but it can be other support system as well basically for example we
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can also say that we can make a customer support uh system right where we our
4:52
customer may can they can raise some kind of request or maybe some issue that they are facing on the software so those
4:59
kind of thing can be also done using the customer support request system and that
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can be also you know done like that what we have here today so we will show you
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that how we can implement this use case so now we know that use case we
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want to build employee support system so what is our potential proposed solution
5:23
for this okay so we are going to use here mainly four tools the first one is Microsoft
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forms so that we will be using for as a front end where you know they can submit their request submit their ticket
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depending on that requirement so Microsoft you know forms will be basically as a UI that we are using for
5:46
submission of these ticket and then power automate it will handle that workflow logic it will get the data from
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the ticket and it will see like you know if we need to create further task so that that task will be assigned to the
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concerned person or who is handling that request so those kind of thing will be done on the power automate and then we
6:07
have here Microsoft planner so this works like a centralized you know data
6:12
repository or you can say like a dashboard type of thing where we can see that okay how many tasks are there that
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is you know pending or how many task is completed how many tasks are assigned to
6:24
a particular support person so those kind of thing we can manage using the Microsoft plan okay and the last one is
6:32
that Microsoft Outlook tool that we will be using for sending the notification right so that
6:39
if uh they will submit some requests they need to know right when this is completed okay so for those kind of not
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uh notification we will be using here
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outlook okay so Microsoft forms so this is a very easy tool very easy to
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maintain and create the forms you don't need to write any kind of code here you
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know our uh that set of tools that we are targeting is basically low code no
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code okay so everything that you can do from the designer that is provided by Microsoft so in this case as well
7:19
Microsoft has a designer where we can go ahead and design our forms we can use different type of control that is drag
7:26
and drop we can just drag that and fill the properties so for example if you can see here on that right hand side we have
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different type of controls right we have checkbox we have text control rating or
7:39
date times all those type of control we can configure depending on the requirement for example if you want to
7:46
you know provide your name or request detail we can use text and maybe we want to add some kind of uh you know uh date
7:54
information or maybe if you are facing some issue you want to upload some image then we can use that upload file so
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these are different type of controls that is available and we can simply drag and drop from the designer i can easily
8:08
create this form and this will be ready for us to use on the submission of these
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forms okay so that's what we are using here for submitting these tickets
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now second one is the main component award is power automate which is
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basically we have you know discussed that the power automate is a automation tool which uh it provides a very rich
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you know set of controls we have thousand of connectors that help you to connect different type of application to
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share the data between different applications okay and here depending on
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the we have different type of triggers and actions are available so what trigger you will select based on that
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you will see different type of trigger and those set of trigger you can use to accomplish your different different task
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on your flow so as you can see here on the right hand side we have a you know on the top one that is basically a
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trigger okay that means that when that particular action will happen then our
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execution will start so then this power automate execution will start and it will go through all that action that we
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have defined here to execute one by one okay so first one is the trigger and
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then after that all these are basically actions and different type of controls and condition that we can do that you
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know we can check that okay if that is happening with the task as you can see here we have this update task details so
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if that is done then we we are sending basically notification so these type of control we can do on the power automate
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it provide different type of controls that is available we have standard if else we have switches okay and if we
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require any kind of looping so those type of control is also there so collectively we can use those to build a
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strong uh you know logic here using the power automate and of course we are not
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writing single line of code we are just setting their properties we are setting their you know for example if let's say
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if I want to connect with the Microsoft form so first I need to set up the connection i want to set up the you know
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uh want to use Microsoft planner there also I need to set up the connection similar to the outlook so once these
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connections are set up then I can use different different action that is part of the tools or which whatever connector
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that I have selected here so in this case you can see we have Microsoft forms that we have used then we have Microsoft
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planner and then we have the outlook connector for the
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notification
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yeah now on the Microsoft planner as you can see on the right hand side it act as
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a dashboard so let's say if I'm the support person and I'm handling all that
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request okay okay so whenever I'm starting my day I need to see that okay what are the requests that is assigned
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to me right so that I can work on that one by one and can resolve them and once
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they are resolved that we can see that we have different type of status here that we can do for example something is
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new something is in progress something is completed maybe we have some kind of you know feedback that we want to get so
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we can have that kind of thing here on that dashboard and this is basically for the easy management of the support
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ticket that is assigned to me or that is you know basically submitted by our employees okay so Microsoft learner just
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like Microsoft other cloud tool provide different functionality that we can connect with different tools that is
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part of the Microsoft ecosystem so we can connect with SharePoint we can connect with our power automate and all
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all different type of uh you know Microsoft tools can be connected with this so we can if we want to use this to
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the managing of all all our activity whether it's part of let's say if we are using shareepoint for that uh you know
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task management maybe we have some form that is created on the shareepoint in that case also we can use Microsoft
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planner to manage our all the activities and all the tasks okay and this this
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really helps to you know provide that productivity and it effic simply handles
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that request right I can if let's say I am the one support guy there is another support guy so we will see our tasks
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individually right so I will see my task and that person will see his task so we
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individually can work on this so there it help us to streamline these complete
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automation process and finally we have the
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notification and as I said that we are using outlook here for sending that notification so you can see here I have
13:19
used this outlook connector and once I use that outlook connector we have these type of different actions that we have
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here which we can use for you know performing different type of
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activities so here we are using simply to send that notification once the task
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status is changed so you know let's say it is resolved so we are just uh sending
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notification to tell them okay your task is uh you know resolved we can provide
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contextual information there so but information we got from Microsoft forms that information is coming into power
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automate and then from power automate we can populate uh that information as a
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part of the our notification body the message that we are sending in the email
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we can write the detail like you know when it it was resolved right if we want to provide some kind of response that
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you know what was the issue maybe you know we found that okay that was the issue and that's what we fixed okay so
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those type of information can be also included as a part of the notification that will go to the employee okay so
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using this process and using these set of tools we can do this complete complete end to end automation for the
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employee IT support system and let's see this in demo now so I will pass Mike
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over to my friend and we will showcase this on that so he will show you that how we can create this complete flow and
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what are the action that we have used okay so over to you sep yeah thank you
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manda am I audible yeah can hear you thank you so let me share my screen and
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today my voice is not so I'm not feeling very well so just
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yeah yeah yeah thank thank you thank you still excuse me for anything not very
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much clear so I'm going to share my screen and
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uh so hope it is visible
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not yet
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Yes so now we are in Microsoft 365 correct so any Microsoft cloud
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application if you you want to access uh you need to login in Microsoft 365 cloud
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and from here from launch menu you will able to access all those tools we were
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discussing uh in this demo so the very first thing is like the power automate
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and we already explained how you can access the power automate and how you can create the flow so uh what I'm going
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to do is I will create a new flow and I will show you that how step by step we can do it and
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as Mahendar already explained the first thing we need that whenever a employee is going to submit the form we need to
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get the response from that particular form the first thing is we need that trigger that whenever someone is
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submitting we will use that trigger to get response from that particular form
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so I will select the when response is submitted using Microsoft form and then
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the next step is to go and configure a form and if you don't know how to do it
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we already explained how you can create Microsoft form but I let me go to the
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Microsoft form and show you so we will not create a form because I already created but I will explain that how you
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can do it so I already created a IT support request if you want to create a
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new one you can create from here once you will go on this uh particular page
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you will see that we have new add new question so this is how you can just click and you will able to create the
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new question if you want to add or exist this kind of form so what I have here I had an employee name then the email
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address of that particular employee and then the issue category and then detailed and then urgency like it is
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high medium or low so this is how you can easily come to this uh uh come to
17:29
the Microsoft form and create a support form and then you will go back to the
17:36
power automate and here the form you created that is what you need to select so I will select it support form so once
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you will select this the next step is to get the response so we will use get form
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response and then again the same step we need to select the created form here so I will select
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and then once you will click here you can see we have some dynamic features by
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that you can uh you can able to access the response ID and that is what you need to select here we will save
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it so we completed so far like whenever form is submitted we will able to get a
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response whatever information we are filling in that particular form we will able to store in get response detail the
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next step is to create a a task so we will select for the
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planner
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so once you will select the uh select the planner you can see we have these actions like create a task uh and then
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we have some other like update task then get the task assign add assign it to a
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task because these are the properties we can update are we can use using these
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actions in Microsoft planner so what I will do is I will use this create a task and then the first thing we need to
19:05
select that is group ID group ID is like whenever you are creating a Microsoft
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365 group that is what you can select here because when you create a group uh and you can also create a Microsoft
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teams for that and that group will able to access your planner or any other
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resources in Microsoft 365 that's why it's asking that which group you want to
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select so what I will do is I will select demo teams that is what I created for this particular demo and then the
19:36
plan ID so you can see we I have two plans here if you want to know how you
19:42
can create the plan in that case again you will go to the launch uh launch menu and then you will click on uh
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planner and like other Microsoft applications here you will get get option let me close it
20:04
so we'll go here and here you can see a new plan so
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once you will click you will get some templates like business plan software development project development simple
20:18
plan or employee on boarding some other templates you can also see here based on the categories so I already selected
20:25
this one simple plan so once you will click and use this particular template it will ask for the name for example
20:31
simple plan one that is what I can select and then you can select the group
20:37
why it is important here because the group you will select only that group will able to access this particular uh
20:44
plan so I will select demo team and create once you will create you will
20:50
able to change these buckets for example I can change it new you can
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uh like next progress block so based on your steps whatever steps steps you have
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in your uh that IT support process that is what you you need to add here and
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then you will again go back to power automate and here you will select that plan ID so what I will do is
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I will just save it so let me
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refresh so again we need to add create task i will add
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planner create task and now we will able to
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access that plan so you can see we have simple plan
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one and then the title like the title of the task for
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example new task is created by so we can
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select the employee name for example employee name
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on and we can select
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urgency so this is how you can name the uh task title and then we have 90 uh 29
22:16
other properties that is what you can assign from here so you can click on show all and you can see bucket ID for
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example we have new and few so you can see new so if you want to create that
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particular task in this particular bucket that is what you can select here and then the start date so we'll just
22:36
use it right
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now and due date we will just leave for now and assigned user ID so for example
22:53
a support person in your organization you have a IT person so you can pick the name or you can uh give the email
23:00
address of that particular IT person and uh once this task will be created
23:06
automatically assigned to that particular person but make sure that that person must be part of your group
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ID like whatever group you are selecting here the person must have access of that
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particular group so what I will do is I will add here my
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name and then uh whenever you are accessing a task you can see here we
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have multiple labels so you based on like whenever you are creating a task we have uh some colors we can assign based
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on the labels so here by default these labels we have but you can modify it and
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that is what you can see here we have lots of green blue and those kind of labels so that is what you can remove
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and you will have uh less uh labels based on your requirement and then I
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will save it so now we are quite okay with this step so once
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you will create the task the next step is to delay it because uh it might can take few seconds to create this
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particular task and that's why you will delay so I will delay
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for 5 seconds 5 seconds and you save it
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because whenever you are creating a task you just create a title and the title and some other properties but what we
24:35
need to do is we need to update with the description we are getting from like the iso detail we are getting from Microsoft
24:42
form so we'll update the task with ISO
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detail i will use update and here we'll use the task ID so
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let me click here
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so what I will do is I will take the ID created user let me so we'll pick the ID
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from created task action and then we'll use the detail the title due date and
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other things we have here
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so let me check the other one because I just
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need planner
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so we'll use the view here
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so I'm not getting description here but that should be there so that is how we can add uh description detail so for
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example the I'm just going to use so what we can do is
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the detailed description of the issue that is what we are getting we'll update here and then we
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can save it over here we just need to select the
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ID
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So now what we are doing is we are getting response then uh getting response from that particular form we
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are creating a task and then we are delaying for 5 seconds and then we are updating task after that what we need to
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do is we need to send email to a person to whom we assigned this particular task
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so what we'll do is we'll add sent email because the person will get notified
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that this task is assigned to you so I will use
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this and we'll use the email
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address so we'll go here in create task and select the person to whom we
29:31
assigned this task you select from here then
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subject and you can also update the
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detail like task and you can add the title Yeah
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so this is how you can uh create a dynamic you can add dynamic values like
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title description or whatever pri priority or other details whatever you
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want to include here you can include and automate the next thing like you can see
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here once we will update
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let me save this and this is what we will run on the
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success of update task then we'll send another email
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like for example if uh like task creation flow is failed in
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that case we need to send email to the employee like uh task is not created you
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need to send email in case like automation is not working we'll send
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email to and again the same thing to to the
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employee you will go in switch and select Employee
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ID
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subject the employee name here
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please send email or like give an email
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address so in case like when uh automation is not working in that
32:27
case they will able to send email on this particular email address save it the next thing we need to do we'll go
32:34
here and we will use in
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case as trade
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So you can see like when we employee will submit form we'll get the response
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create the task we'll delay for 5 seconds and then we'll update the task and then if uh this flow is successful
33:14
then we'll send email to the IT support person and if failed we'll send email
33:20
back to the employee so what we can do is we can just test it manually so I
33:26
will go here go ID support and I will
33:47
submit access request
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access RDC See apply
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and so I just submit this form
34:34
so so let's go back to the Power Automate flow and
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see so you can see it's working and
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Task is created updated
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and so let's go back to the
35:12
planner so you can see this task is created
35:24
here and let me see if I got the
35:31
email so you can see I got this particular email so this is how we can create IT support
35:39
automation using power automate over to you
35:48
Mahendra thank you Sundep uh for explaining that how we can automate uh
35:54
this uh employee IT uh support request system uh I understand you have some issue
36:02
today but still thank you for making this uh and uh yeah so this is the use
36:08
case that we wanted to cover and uh you know as we explained here and
36:14
demonstrated that how we can use that Microsoft ecosystem tools and in the
36:19
very easy low code no code approach we can automate this complete process where
36:25
you know the employee is basically submitting that request depending on the requirement and then that request as
36:32
soon as that is you know request is submitted it will trigger that automation that workflow logic that is
36:38
you know set up under that power automate and it will fetch that cont uh you know this contextual information
36:45
that is entered by the user so whether it's a name detail request details you know agency that you know how you know
36:52
soon they want to get it resolved so those kind of thing we can get and put it on the planner
36:58
Once we have set up that planner and you know there we can have different kind of
37:03
stages that we can configure whether it's like you know just new one or in
37:09
progress or completed depending on the requirement what is your uh you know process look like in your organization
37:15
we can set up that and we can define these are different stages and then once
37:20
these tasks are moving from one stage to another stage we can use uh you know uh
37:26
power automate uh Outlook connector and to send that notification so that they know that okay some progress is going on
37:33
with their uh request that they have submitted right so yeah that's what we
37:39
wanted to cover and uh we all of our sessions all of our past sessions are
37:45
there on Corner live TV you can go and watch our uh sessions there and if you
37:51
have any feedback or if you have any idea that you want us to you know build that use case please feel free to
37:57
comment on that and or send us email uh to me or Sundep so we will bring that
38:03
use case and we will show you that what could be the you know potential solution to automate that particular process okay
38:11
and in the next session we will be back with another use case where we other we will solve some business problem and
38:17
we'll show that how we can automate that particular business program you know thank you for joining us stay tuned for
38:26
[Music]
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Hey hey hey [Music]
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