Give your SharePoint intranet a central service desk where employees can easily submit, track, and resolve IT, HR, or Facilities requests directly within SharePoint.
Watch a 5-min video about this web part
Setting up the web part
On the page where you need employees to be able to submit and track their requests search for and select My Requests web part:
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 features
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:
