New 3/19/2025

1

Votes

Setting Due Date when emailing tickets to the Helpdesk

I've started developing MS Forms in order to automate some Helpdesk requests, such as applications for Mobile Phone, loan equipment and new starters etc. At the end of the form, an email is sent to Jitbit and a ticket raised. We then manually assign and prioritise the ticket.

These forms are getting more involved, and now we want to introduce some KPI's, so basically promise to deliver a service within a set number of days.

We can manually create a due date in the ticket, but it would be very helpful if we could calculate and set a due date when the form send it's email in.

I propose a method of setting Due dates for tickets, and if that's possible then why not priorities and other fields that can be set from an email.

Thanks

Alex 3/20/2025 1:52 PM Tech

Sounds like an API call from the forms-code would be more appropriate than using email. Otherwise you can add an automation rule, that sets due date whenever a new ticket is emailed to specific category for example

3/21/2025 8:05 AM

Thanks for your suggestion Alex. Unfortunately, it's not possible to use an API call as I don't have a power automate premium license. I'm therefore limited to raising the ticket via email.

From what I can see, setting a due date is possible but I can only set a date based on the ticket creation date.
There would be instances where someone would request a service for a future event, say the 28th of April. We would want to set the Due Date to be 5 working days from that date. I don't think this is possible using Rules based on the inbound email.