Departmental Ticketing System

Dana Lopez

I'm looking to merge several of our ticketing request forms into one form, such as maintenance requests, IT requests, and marketing requests. Based on the type of request, automation would be set to move those rows to another sheet for the admin to work out of rather than the original sheet with the request form. Has anyone been successful in doing so? Can you provide any reasons not to do this?

Ramzi K

@Dana Lopez

No real reason not to do it. In fact it's best practice. Except, I would ask why would you want to split the information back out to separate sheets.

Cheers,

Ramzi

Dana Lopez

Different people manage the different sheets. I figured it would be best not to merge the sheet into one since supervisors need to give access to specific people in their department, whereas someone in maintenance may not need access to the marketing requests.

Ramzi K

@Dana Lopez

That makes sense - a few options to consider:

1. Use a report filtered by Current User (con to this approach is users still need access to underlying sheets)
2. Use Dynamic View (an add-on).

Let me know if you need more info on option 2.

Cheers,

Ramzi

Andrée Starå

Hi @Dana Lopez

To add to Ramzi's excellent advice.

You could use the Form Logic to only show the relevant fields depending on the type of request.

I hope that helps!

Be safe and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Kristen Colangelo

@Ramzi K

what is the dynamic view add on?

Andrée Starå

@Kristen Colangelo @Dana Lopez

More info: 

https://www.smartsheet.com/product/dynamic-view

Ramzi K

@Kristen Colangelo @Dana Lopez

Please feel free to send me an email ramzi@cedartreeconsulting.com if you would like to see Dynamic View in action and inquire on pricing and implementation.

Cheers,

Ramzi