Is there a way to create a Smartsheet based multi-tier Ticketing System

Stuart Black

Hi Smartsheet Community,

I trust you are all well. I am looking for some guidance to whether the below system will be possible to manage in Smartsheet.

I am looking to create a multi-tiered Ticketing System consisting of 30+ Local Site systems, each separate to one another and managed by local site admins. Each of these independent Smartsheets will have instances where entries may need raised to a centralized Escalation Team - another Smartsheet managed by a Global Admin for issues to be managed.

Can this be done in an automated manner via Smartsheet linkage? i.e. something along the lines of; If Local Admin marks local ticket as Escalation Required, this can be automatically pulled through to the Global Smartsheet?

I have a current Ticketing System which is operational for one local site, looking for options to scale the system to a multi-site (Gobal) system.

Any guidance or assistance will be greatly appreciated

Kind Regards

Stuart

Andrée Starå

@Stuart Black

Which Smartsheet Plan do you have?

If you have Enterprise, I would recommend exploring using WorkApps combined with reports and more, or another solution could be the premium app, Dynamic View.

Another option.

I recently developed a (what I call) Dynamic View Light. It's quite advanced, but in short, it's using cross-sheet formulas and INDEX/MATCH and a specific structure and method, so it's only possible to show data that should be available.

Would any of those options work?

Andrée Starå

@Stuart Black

The simplest method would probably be an Update Request process.

Would that work/help?

Andrée Starå

Hi @Stuart Black

I hope you're well and safe!

Yes, it can be structured in a couple of different ways.

• We could use cross-sheet formulas.
• Or maybe copy/move row to move it through the process

Can you describe your process in more detail and maybe share the sheet(s)/copies of the sheet(s) or some screenshots? (Delete/replace any confidential/sensitive information before sharing) That would make it easier to help. (share too, andree@workbold.com)

What do you think?

I hope that helps!

Be safe and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Stuart Black

Hi Andree,

Thank you for the speedy reply. Please find attached a crude flow chart that I have pulled together for you that I would like to structure the system around.

I am not sure if formulas will work, I may need to brush up on some of my formula skills to make it happen. I essentially need 30+ independent sheets to feed into just 1 Centralized sheet.

Regards

Stuart

Stuart Black

Updated image to provide example Ticket contents:

Andrée Starå

@Stuart Black

Which Smartsheet Plan do you have?

If you have Enterprise, I would recommend exploring using WorkApps combined with reports and more, or another solution could be the premium app, Dynamic View.

Another option.

I recently developed a (what I call) Dynamic View Light. It's quite advanced, but in short, it's using cross-sheet formulas and INDEX/MATCH and a specific structure and method, so it's only possible to show data that should be available.

Would any of those options work?

Stuart Black

@Andrée Starå

Thank you so much for pointing me in the direction of Workapps.

Found a robust Solution Via Workapps to create each Local Site System which feeds into the Centralized Global System via a mixture of Automations and Cross-Sheet formulas.

Via Workapps each Site is able to only view their own System and data.

Global Administrators are also only able to view a 'Ticket' when Local Admins escalate the entry to the Global team for resolution.

Now onto the next challenge, to figure if there are methods to communicate back and forth via the ticketing system with End Users. Without the need to provide end users any form of Viewing access to the Ticketing Systems. Andree, you don't happen to have the answer in your back pocket for this do you? :)

Regards

Stuart

Andrée Starå

@Stuart Black

Excellent!

Happy to help!

Regarding the next challenge.

Are the End Users Smartsheet Users?

Stuart Black

@Andrée Starå

Unfortunately, not all will be. And due to the nature of the data and content I would like only those Administering the System to have access, to include view only.

Andrée Starå

@Stuart Black

The simplest method would probably be an Update Request process.

Would that work/help?

Stuart Black

@Andrée Starå

Yes after looking into this, I believe the update request option provides the best solution for now.

Thank you for all the help @Andrée Starå

All the best

Stuart

Andrée Starå

@Stuart Black

Excellent!

You're more than welcome!