Help Desk

NITRO Help Desk Training: Setting Up SLAs

Join NITRO Guru, James Restivo for a special NITRO Help Desk training focused on setting up SLAs. James will cover everything you need to know about Service Level Agreements including:– Show how to set up SLA business hours to calculate the response and completion due dates– Show how to connect to a calendar list to […]

Import Tickets using NITRO Custom Actions

Applies to: Crow Canyon O365 helpdesk application (IT Helpdesk, Facilities, Request Management) Description This article describes the instructions to import the Tickets data from CSV file using Parse CSV action in NITRO Custom Actions. Note: This article is same for IT, Facilities and Request Management applications and only difference is the name of the list […]

How to apply color coding for tickets based on email communication (incoming/outgoing emails) for a ticket

Applies To: SharePoint Online Description: Crow Canyon IT/Facilities/Requests Management applications have email capture feature that allows technicians to send mail to requester directly from the ticket form and if requester reply back then it links that email to ticket. Both the outgoing email by technician and incoming email from requester are captured in the system. […]

How to include all Work Log Comments in Notification on Ticket close mails?

Applies To: SharePoint Online Description: In Crow Canyon IT/Facilities/Requests applications, there is a column “Work Log” which is version enabled so all the comments are stored in its own version along with user and time stamp. Out of the box Crow Canyon application’s product app could include only the latest comment entered into this “Work […]

How to Change Case ID syntax in our Crow Canyon Application

Applies To: SharePoint Online Description: Case Id is default syntax and can be changed as required. In this article we will take example of changing “Case Id” to “Work Order Id” in our Crow Canyon Application. This requires changes to the notification utilities, any mail templates configured in send mail actions of Workflow manager or […]

Admin operations on different Crow Canyon On-Premises Solutions and features

Applies to: SharePoint On-Premises Description: This article describes the list of different solutions used in our application(s) along with the instructions to add/deploy/upgrade/retract solutions and activate/deactivate features. Different possible Admin operations: How to Add and deploy crow canyon solutions in the SharePoint Server? How to activate or deactivate crow canyon farm features in our […]

Attachments not getting added to the item from the Portal forms – Save Conflict error

Add delay in execution of workflows to eliminate save conflict with portal attachments Applies To: SharePoint Online and SharePoint On Premises Issue: Attachments are not getting added to the item from the portal forms – Save Conflict Error message in the Portal: Error: NotFoundError: A requested file or directory could not be found at the […]

Portal search shows the results as DispForm.aspx

How to eliminate DispForm.aspx in search results of the Portal Search Applies To: SharePoint Online and SharePoint On-Premises Issue: Portal search results shown as DispForm.aspx in the results. See sample screenshot below: Generally, in SharePoint search results, the value present in the Title field will be shown as search results in our Crow Canyon Employee […]

How to configure Recurrence feature using Crow Canyon NITRO Workflows?

How to configure Recurrence feature using Crow Canyon NITRO Workflows Applies to: SharePoint Online   Description   There are many business scenarios where SharePoint list items need to be created based on Daily, Monthly, Yearly basis or based on specific dates. This is used for cases like recurring maintenance tasks for Assets, renewing Contracts etc., […]

Request Status usage in SharePoint On-Premises V3.7

Applies to: SharePoint On-Premises V3.7 Description: Tickets list has a “Request Status” field that indicates the current status of the ticket. By default, there are four values for this status: -Not Started      Ticket is created but not assigned to any technician/assigned staff In Progress      When the ticket is assigned a technician/assigned staff, product […]