Use Case

You’ve built a centralized help desk/issue tracking system within your intranet site for all of your employees to use. There are also personalized views for this list (based off of a SharePoint Task List) so that your internal customers can view status updates on their tickets whenever they want. You also have a bajillion extranet sites you have to support but you don’t want to give those extranet users access to your internal issue tracking system/list. But you do want them to be able to see the status of their tickets and be “social” with it from their respective extranet sites. What do you do?!

Possible Solutions

1. You could have a custom web part on each extranet site that queries and renders the appropriate tickets from the main list…. that could be a lot of querying going on, performance issues…

2. Write some kind of custom workflow that copies the ticket information to a similar list on the extranet site… that sounds complicated…

3. Create a workflow that sends an email to an incoming-email enabled list on the extranet site… too much management overhead & can’t separate email text into columns/views…

4. Create a workflow that sends an email to an incoming-email enabled discussion board on the extranet site… hmm, interesting the message would show up in the body… but we couldn’t control the metadata…

5. Create a custom event receiver to replicate the ticket in a list on the extranet site… hmm, that sounds like #2 and not very “social”.

6. Create a custom event receiver that writes the ticket information to a discussion board thread on the extranet site and replies to the discussion thread when ticket information is updated. Hmm, this sounds interesting. I can write to any column I want in the discussion board… I can update the thread so that users can reference later… users can reply using the discussion board… ding! ding! ding!

Solution Overview

I don’t know about you but I kind of like that last #6 idea. So I modeled it out and this is what I got:

Can you tell I had some time on my hands?

Can you tell I had some time on my hands?

Check back later for part 2!

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