Records Management Help Desk and Task Tracker

Problem:
 

The records management department faced significant challenges due to a lack of a centralized system for managing service requests. Requests were being handled through emails, leading to:

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• Frequent lost or untracked requests during busy periods.

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• No accountability, as the lack of a digital tracking system allowed tasks to be easily forgotten or denied.

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• Limited visibility into the progress or status of requests, creating inefficiencies and frustration for both staff and clients.

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Solution:

We developed a PowerApps-based Help Desk and Task Tracker that streamlined records management and aligned with the department's Standard Operating Procedures (SOP). Key features included:

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• Approval workflow: Automating the process of task approvals, ensuring accountability at every step.

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• Notification system: Users are automatically notified of updates, ensuring that all stakeholders are kept in the loop.

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• Comments log with attachments: A log for communication that allows staff to add comments and attachments for each ticket, enhancing collaboration.

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• Batch allocation system: This system ensures that records service requests are assigned efficiently and tracked until completion.

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Tools Used:

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• Microsoft PowerApps

• Power Automate

• Dataverse

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Results:

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• Seamless ticketing: All requests are now processed through the app, eliminating the previous issue of lost or forgotten emails.

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• Improved communication: Clients can now directly interact with the ticket owner through the app, and all communications are tracked, providing full visibility.

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• Increased flexibility: Any team member can pick up a task from where the previous person left off, enhancing the department’s responsiveness and ensuring that no request falls through the cracks.

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• Accountability: The digital tracking system ensures all tasks are monitored and completed, holding team members accountable for their progress.