IT-Ticketing-PowerApps

Low-code IT support ticketing system built with Power Apps and Power Automate, using Excel (OneDrive) for data storage and automated email notifications.

IT Support Request Automation System (Power Apps + Power Automate)

Overview

This project is a low-code IT support ticketing system built using Microsoft Power Apps and Power Automate. It allows users to submit support requests through a simple form interface, stores the data in a structured Excel table (OneDrive), and automatically sends email notifications when a new ticket is created.

The goal of this project is to demonstrate practical business process automation using the Microsoft Power Platform.

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Features

• Submit IT support requests through a user-friendly form
• Capture structured data including:
  • Requester Name
  • Department
  • Issue Title
  • Issue Description
  • Priority Level
• Store tickets in an Excel table hosted on OneDrive
• Automatically send email notifications upon submission using Power Automate
• Reset form after submission for continuous use

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Tech Stack

• Microsoft Power Apps – Frontend form interface
• Microsoft Power Automate – Workflow automation and email notifications
• Excel (OneDrive) – Data storage (table-based backend)

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System Workflow

1. User fills out the IT support request form in Power Apps
2. On submission:
   • Power Apps writes the ticket data to an Excel table
   • A Power Automate flow is triggered
3. Power Automate sends an email notification with ticket details
4. The form resets and is ready for the next submission
5. This solution demonstrates how low-code tools can be used to integrate user interfaces with automated workflows, similar to API-driven business process automation.

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Screenshots

Application Interface

Ticket Submitted Successfully

Excel Data Storage

Email Notification

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Key Learning Outcomes

• Built a functional low-code application using Power Apps
• Integrated Power Apps with external data sources (Excel in OneDrive)
• Developed a Power Automate workflow triggered from a Power Apps button
• Implemented real-time business process automation
• Gained insight into limitations of Excel as a backend data source

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Limitations

• Excel-based storage can become file-locked if the workbook is open, preventing writes from Power Apps
• Not ideal for multi-user or production environments
• Limited scalability compared to enterprise-grade data solutions

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Future Improvements

• Replace Excel with SharePoint Lists or Dataverse for better reliability and scalability
• Add a ticket status tracking dashboard within Power Apps
• Implement priority-based escalation (e.g., urgent email alerts for high-priority issues)
• Add user authentication and role-based access control
• Create reporting and analytics for ticket trends

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How to Run / Use

1. Open the Power Apps application
2. Fill in the required fields:
   • Name
   • Department
   • Issue Title
   • Description
   • Priority
3. Click Submit
4. Ticket will be:
   • Saved to Excel (OneDrive)
   • Sent via email notification

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Project Purpose

This project was developed as part of portfolio preparation to demonstrate practical skills in:

• Low-code development
• Workflow automation
• Business process design
• Microsoft Power Platform tools

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Author

Keshan Williams
GitHub: https://github.com/SekhmetDivine