Empower departments to track and resolve their own service requests directly within SharePoint.
Watch a 5-min video about this web part
Setting up the web part
On the page reserved for your IT, HR, or Facilities team portal, add a section and place the Service Request Manager web part:
Managing & filtering incoming tickets
Service team members can review and manage all active requests from a centralized dashboard:
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Quick-Filter Counters: View summary badges at the top for Assigned to me and Unassigned requests to quickly jump to high-priority items.
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Dropdown Filters: Filter the full ticket list by:
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Team: Filter by service team (e.g., IT, HR, Facilities).
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Status: Filter by state (In Progress, Waiting on them, Completed).
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Priority: Filter by Normal, or High.
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Category: Filter by request classification or topic (See SharePoint Service Requests web part on how to configure request topics)
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Updating, reassigning, and resolving tickets
Clicking any ticket row opens ticket details where you can:
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Change Status: Update status using the top dropdown menu (e.g., move from Waiting on them to In Progress or Completed).
NOTE: Status changes automatically when you reply to “Waiting on them”; and when requestor replies, the status changes to “In Progress”. You can also override the status manually here:
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Assign/Reassign Ticket: Click X next to Assigned to to search for a name of a colleague to assign a ticket to.
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Adjust Priority: Change ticket priority to Normal, or High.
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Correct Category: Change category if the requester selected the wrong topic during submission.
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Reply to Employee: Use the Conversation tab to send responses directly to the employee. The employee can receive an automated email notification when their request has been updated.
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Attachments: View or upload files, logs, and screenshots under the Attachments tab.
Admin features
Enable email notifications
You can enable email notifications so employees know when their request has been updated.
To do that, go to web part properties and set email notifications settings as follows:
The Link to My Request Page is the URL of the page where “My Requests” web part is placed. When users get an email notifications of their ticket updated, this URL will let them go directly to ticket details.
Managing multiple queues
You can make it so one web part shows multiple queues for super admins or smaller teams.
To set the web part show tickets from multiple sources:
- Go to web part properties and click Add/Manage Requests
- Specify locations of Request lists which you want to show in this feed:
- Click Save
