Service Request NITRO Application for SharePoint Online: Installation Steps

Applies to: SharePoint Online

Description

NITRO Application for Crow Canyon Service Request is installed from the applications page in NITRO Studio. Post that there are some additional steps to configure the site. Please ensure that you have installed the application as per details in this article before performing these steps.

Summary of steps

  1. Install and Activate Crow Canyon Product App
  2. Create and configure Portal site
  3. Other configurations

Detailed instructions

1. Install and Activate Crow Canyon Product App

Crow Canyon Service Request application requires Crow Canyon Product App to be installed and activated in the SharePoint site. Installation file for this App is send as part of the installation package. Please contact Crow Canyon support in case you have not received it.

Add Product App to the site:

Go to the service request application site -> Site Contents -> Add an app -> search for ‘Crow Canyon Product App’ and add the app in the site.

After adding app to the site, open Crow Canyon Product App, click “Activate App Feature” button as shown below:

2. Create and configure Portal site

Refer instructions to create and configure Portal site from this article

Note: Portal is not required for Customer Service application

3. Other Configurations

1. Add “Employee Portal” top link bar

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

2. Recommended: We can configure the internal mail account for sending outgoing mails from Crow Canyon Workflow Manager “Send Mails” actions.

Refer article

3. OPTIONAL: Configure incoming email address in Crow Canyon Email Sync app for Email to Ticket conversion functionality. Refer instructions from this article

For Applications – IT Professional (2020), IT Standard (2020), and Request Management (2020)

Note: If you have installed the site using older applications, please refer next section ‘For Other Applications’.

1. Update the Crow Canyon Product app tile link in Crow Canyon NITRO Apps Link Tiles. Go to Application Administration -> Tiles and Dials -> Link Tiles -> Edit Crow Canyon NITRO Apps -> Edit Crow Canyon Product app and update the URL.

To find the Product App link URL, go to Site Contents, navigate to classic experience of site contents, right click on the “Crow Canyon Product App”, copy shortcut. If the length of the URL is greater than 225 characters, we can use the server relative URL. Sample URL looks like below:

/sites/sitecollection/subsite/_layouts/15/appredirect.aspx?instance_id={6CC40AC6-2DB5-4E9B-A1A9-746BD7B026B5}

2. Configure Portal URL link in Configuration item

Go to Application Administration -> General Configuration -> Click General Configuration tile and configure the URL as shown below:

##Portal Site URL##/CrowCanyonAppsLib/AdvForms/CCSDisplayForm.aspx?ItemID=<<ID>>&FormKey=PortalTicket&WebURL=##Backend Site URL##&ListID={##Tickets List ID##}

3. Reset cache in NITRO Workflows

Go to Application Administration -> Crow Canyon NITRO Apps -> NITRO Workflows and click refresh button beside the site dropdown to reset the cache.

4. Delete unique permissions for the site and configure the permissions as required.

5. By default, service request application comes with override settings in Tickets/Requests list for Portal site. Make sure that portal “Site URL” is correct in override settings in Tickets/Requests list forms.

Go to Tickets/Requests list -> List Settings -> Crow Canyon NITRO Forms -> Advanced Settings -> Edit portal settings and make sure that Site URL is correct.

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For Other Applications

1. Enable cache for NITRO forms. Go to Tickets list -> List Settings -> Crow Canyon NITRO Forms -> Global Settings -> Click “Enable Cache” button.

2. Update the Crow Canyon Product app tile link in Tiles list. Go to Site Contents -> Tiles list -> All Promoted links -> Edit Crow Canyon Product app and update the URL.

To find the Product App link URL, go to Site Contents, right click on the “Crow Canyon Product App”, copy shortcut. If the length of the URL is greater than 25 characters, we can use the server relative URL. Sample URL looks like below:

/sites/sitecollection/subsite/_layouts/15/appredirect.aspx?instance_id={6CC40AC6-2DB5-4E9B-A1A9-746BD7B026B5}

3. Create “Processed” column of type Yes/No in Crow Canyon Apps Emails list.

4. Recreate “Associated From Email Address or Email Tickets List Name” column in Category list with internal name as “AssociatedEmailListName”

5. Go to Application Administration -> Crow Canyon NITRO Apps -> Crow Canyon NITRO Studio -> TILES AND DIALS app -> Edit each home tile group -> Set Max Panel width to 1000px and save the settings.