SharePoint Online Intranet Solution and Help Desk Applications

Healthcare Client
Calabrae began working closely with IT staff at Healthcare Client to develop a company intranet and design and build a help desk application in their Microsoft 365 environment.

SharePoint Online Intranet Architecture and Development (Healthcare Client)
Healthcare Client management required a branded intranet solution to be developed that would be attractive, intuitive, and disseminate company and departmental information dynamically. Calabrae personnel worked with the design team at Healthcare Client to produce a theme to brand all sites and pages. Calabrae utilized an Azure application to apply the branding to each site collection. The azure application would unpack the files necessary to brand the page and apply them accordingly; thus, the custom masterpage, Page Templates, HTML, CSS, image, etc. were unpacked and stored in the site assets folder programmatically.

Help Desk Application Development (Healthcare Client)
Calabrae developed the Healthcare Client Help Desk to process help desk tickets for 400+ clients nationwide. The clients emailed or called the Healthcare Client Client Services staff, who would create the help desk tickets and route them to the various departments (from Engineering to IT Services to Accounting) to be processed and resolved.

Calabrae decided to utilize a JavaScript-based ‘Forms technology’ developed by Plumsail to provide the
interface to the SharePoint list structure. Plumsail’s Form application was and is an easily implemented application that uses client-side code (JavaScript, JSON, JQuery, CSS) to alter and enhance the utility of a normal SharePoint list forms, such as the New, Edit, and Display forms. The ability to easily create ‘tabs’ and add related fields to those ‘tabbed’ containers was a highly useful addition to the form design.
For Help Desk Ticket process flow, Calabrae created workflows using SharePoint Designer 2013 and Microsoft Flow to trigger alerts, perform roll-ups, create tasks, and update the ticket status utilizing different ‘status’ fields in the help desk ticket item metadata.
The Healthcare Client Help Desk application processes approximately 200 tickets per day since 2016 and remains a rich source of historical information for Healthcare Client ability to research, diagnose, and remedy client issues.