How to Set Up the SharePoint Service Requests Web Part for M365
Give your SharePoint intranet a centralized, native service desk where employees can easily submit, track, and resolve IT, HR, or Facilities requests directly within Microsoft 365—without external subscription costs or third-party data hosting.
Video Guide: Watch a 5-minute video walkthrough of the Service Requests web part
What is the SharePoint Service Requests Web Part?
The SharePoint Service Requests web part (part of Origami Connect) enables organizations to build an internal ticketing system directly inside SharePoint Online.
Key capabilities include:
- Native M365 Security: All ticket data, attachments, and history reside entirely inside your secure SharePoint lists.
- Multi-Department Queues: Route requests to distinct HR, IT, or Facilities teams with unique list permissions.
- Real-Time Tracking: Give employees a unified My Requests Queue to monitor status updates and conversation threads.
How to Add the Web Part to Your SharePoint Page
- Edit your SharePoint page and click the `+` icon to add a new web part.
- Search for My Requests and select it from the web part picker.
- Save or publish the page.
How Employees Submit and Track Service Requests
Creating a new request or providing more details
To create a new request:
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Click the + New Request button at the top of the web part.
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Fill in the request form details:
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What do you need help with?: Select the relevant category (e.g., Network / VPN, Access / Accounts, Hardware).
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Short description: Provide a brief summary of the issue.
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Tell us what’s happening: Enter additional context or details describing the problem.
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Add attachments (optional): Drag and drop files or upload screenshots/documents (up to 25MB).
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Click Submit Request.
NOTE: The system automatically generates a unique ticket ID.
You can track your submitted requests directly from the main list view:
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My Requests Queue: View submitted tickets along with their assigned team, current status (In Progress, Waiting on you, Completed), and last update time.
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Viewing Details: Click any ticket row to open the details pane.
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View assigned support team members.
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Track conversation history and status updates in real time.
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If the support team asks a question or requests more info:
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Click on the ticket from your My Requests list to open the detail panel.
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Scroll to the Conversation thread.
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Type your response in the Add a reply… box and send.
Admin Configuration & Management
Adding request types
As admin, you can create different queues for each type of the request. For example: HR queue, IT queue etc. When users click the New Request button, the options listed will be the ones you set:
To set new request types, go to web part properties and click Add/Manage Requests
Each queue can be stored in a different SharePoint list (even on a different site) with separate permissions if necessary.
When you set your request types, and click Save, the web part will create necessary lists for you.
NOTE: To ensure requests can be saved into the list, please give all users Edit permissions on the list.
The request instructions will show on a new request form like this:
You can set request categories displayed below:
To do that:
- Go to respective list (ex. HR)
- Navigate to list settings
- Open the Topic field as follows:
- Set choices you’d like shown to the user:
Change web part branding
You can change the colors used in the web part as well as prompt labels and language right in web part properties:
You can just update a few prompts or translate the entire web part into another language:
Frequently Asked Questions (FAQ)
Where is service request data stored?
All ticket data, user responses, and file attachments are stored 100% inside your organization’s Microsoft 365 environment within native SharePoint lists. Origami does not host or store your corporate data.
Can different departments keep their ticket queues private?
Yes. Because each queue can map to a separate SharePoint list or site collection, you can apply standard SharePoint list permissions so HR tickets remain strictly accessible to HR staff, IT tickets to IT, etc.
Is the Service Request web part a standalone SaaS subscription?
No. Like all Origami web parts, it is licensed perpetually with no per-user or per-agent subscription fees.
