SharePoint 2013/16/19: Additional configurations required for Crow Canyon Service Request application

Applies to: SharePoint On-Premises (2013 / 2016 / 2019)

Description

This article describes the additional configurations required for the Crow Canyon Service Request Application installation. For installation instructions please refer this article.

Pre-requisites

  1. Make sure “CCSSRWorkflows.wsp” and “CrowCanyon.TimerJobs.wsp” solutions are deployed in SharePoint server. If solutions are not deployed, please refer instructions to deploy solutions from this article

Summary of steps

  1. Activate features
    • CCSSRWorkflows
    • Crow Canyon Timer Jobs
  2. Attach Workflow Instances to required lists
  3. Create and configure Portal site
  4. Other Configurations

Detailed instructions

1. Activate features

Please make sure that pre-requisites mentioned above in this article are ready before proceeding with below steps.

Activate below features in Site Collection

1. CCSSRWorkflows feature

Go to Site Collection -> Site Settings -> Site Collection Features and activate “CCSSRWorkflows” feature if it is not already activated

2. Activate below Timer Job features

Go to SharePoint Central Administration -> Monitoring -> Review Job Definitions and check if the below timer job definitions already there. If not, please follow below instructions.

Below features need to be activated using SharePoint Management Shell, Refer instructions below:

Feature Name Job Definition Name
CrowCanyon.TimerJobs_CCSArchivalJob CrowCanyon Archival Timer Job For ##Site Collection URL##
CrowCanyon.TimerJobs_CCSAutoCloseJobFeature CrowCanyon Auto Close Timer Job for ##Site Collection URL##
CrowCanyon.TimerJobs_CCSRecurrenceJob CrowCanyon Recurrence Timer Job for ##Site Collection URL##
CrowCanyon.TimerJobs_CCSSLATimerJobFeature CrowCanyon SLA Timer Job for ##Site Collection URL##

Instructions:

Open SharePoint Management Shell (Run as Administrator) and run below commands:

Commands:

1. CrowCanyon.TimerJobs_CCSArchivalJob

Command: Enable-SPFeature -Identity "CrowCanyon.TimerJobs_CCSArchivalJob" -url "SiteCollectionURL"

2. CrowCanyon.TimerJobs_CCSAutoCloseJobFeature

Command: Enable-SPFeature -Identity "CrowCanyon.TimerJobs_CCSAutoCloseJobFeature" -url "SiteCollectionURL"

3. CrowCanyon.TimerJobs_CCSRecurrenceJob

Command: Enable-SPFeature -Identity "CrowCanyon.TimerJobs_CCSRecurrenceJob" -url "SiteCollectionURL"

4. CrowCanyon.TimerJobs_CCSSLATimerJobFeature

Command: Enable-SPFeature -Identity "CrowCanyon.TimerJobs_CCSSLATimerJobFeature" -url "SiteCollectionURL" 

After activating all the above timer job features, please navigate to SharePoint Central Administration -> Monitoring -> Review Job Definitions and make sure that all the timer job definitions mentioned in above table are there now.

2. Attach Workflow Instances in required lists

Please make sure that pre-requisites mentioned above in this article are ready before proceeding with below steps.

CCSSRWorkflows feature

Go to Site Collection -> Site Settings -> Site Collection Features and activate “CCSSRWorkflows” feature if it is not already activated

Application installer will try attaching the required workflows, please attach workflow instances to below lists if they are not already attached.

Note: This article is same for IT Professional, IT Standard, Facilities, Customer Service and Request Management applications and only difference is the name of the main list (Tickets list). Below instructions are given as per Tickets list name, please use the corresponding list name based on the application that you are installing.

  • For IT Professional and IT Standard application  – ‘Tickets’
  • For Facilities application – ‘Work Orders’
  • For Request Management application – ‘Requests’
  • For Customer Service – ‘Tickets’

1. Tickets list

Applies to: IT Professional, IT Standard, Facilities, Customer Service and Requests Management

Go to Tickets lists -> List Settings -> Workflow Settings and attach workflows as shown below

CCSSRTicketCreation workflow instance:

CCSSRTicketUpdation workflow instance:

2. Email Tickets list

Applies to: IT Professional, IT Standard, Facilities, Customer Service and Requests Management

3. Approval Tasks list

Applies to: IT Professional, IT Standard, Facilities, Customer Service and Requests Management

4. Change Requests list

Applies to: IT Professional application

5. CR Approval Tasks list

Applies to: IT Professional application

6. Problems list

Applies to: IT Professional application

3. Create and configure Portal site

Refer instructions to create and configure Portal site from this article.

4. Other configurations

1. Enable cache for NITRO forms. Go to Tickets list -> List Settings -> Crow Canyon NITRO Forms -> Global Settings -> Click “Enable Cache” button if it is not already enabled.

2. Add “Employee Portal” top link bar

Go to Service Request site -> Site Settings -> Top link bar and add link to Portal site

3. Grant “Everyone” read permissions on the User Information list. Go to Service area Site -> Go to Top Level Site Settings -> People and Groups -> modify the “MembershipGroup” Id to ‘0’ in the URL. It will go to SharePoint User Information list -> Go to List Settings -> Permissions for the list and grant “Everyone” read permissions on this list.

Note: Please uncheck the “Send Mail” notification while granting permissions for “Everyone”

4. For SP 2016, modify the User Info filler settings to “Active Directory”, go to Application Administration -> General Configurations -> Modify the “Read Requester Information” from Active Directory and modify the properties accordingly.

Next modify the Auto fill settings in Ticket NITRO forms to read information from “User Profile”. Go to Site Contents -> Tickets list -> List Settings -> Crow Canyon NITRO Forms -> Edit New/Edit Forms -> Auto Fill Settings -> Edit auto-fill settings and select settings from “User Profile”.