{"id":26,"date":"2018-10-29T07:26:09","date_gmt":"2018-10-29T14:26:09","guid":{"rendered":"https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/power-apps\/powerapps-track-your-internal-support-tickets-within-finance-and-operations\/"},"modified":"2025-06-11T08:06:24","modified_gmt":"2025-06-11T15:06:24","slug":"powerapps-track-your-internal-support-tickets-within-finance-and-operations","status":"publish","type":"post","link":"https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/power-apps\/powerapps-track-your-internal-support-tickets-within-finance-and-operations\/","title":{"rendered":"Scenario 1: Track your internal support tickets within Finance and Operations"},"content":{"rendered":"<p>In Dynamics 365 for Finance and Operations, end users have the capability to submit support tickets directly from the client interface. Once the issue is submitted, there is <strong>no visibility<\/strong> of what\u2019s happening or who is working on this issue, as the case is managed in Visual Studio Team Services (now called Azure DevOps) until resolution. Learn more about <a href=\"https:\/\/docs.microsoft.com\/en-us\/dynamics365\/unified-operations\/dev-itpro\/lifecycle-services\/support-experience\" target=\"_blank\" rel=\"noopener\">Setting up and using support functionality in Finance and Operations here<\/a><u>. <\/u><\/p>\n<p>This scenario is more relevant during UAT phase where end users are continuously testing the application and opening support cases for all the issues found. It would save a lot of time for end users it they\u2019re able to view the status of their support tickets right within Finance and Operations to perform further testing.\u00a0<\/p>\n<p>With PowerApps, you can create an app which can read all the issues and capture relevant information from VSTS\/Azure DevOps. By embedding this PowerApp into Finance and Operations, you can give the end users more visibility into status of their support tickets.\u00a0Read more about <a href=\"https:\/\/docs.microsoft.com\/en-us\/dynamics365\/unified-operations\/fin-and-ops\/get-started\/embed-power-apps\" target=\"_blank\" rel=\"noopener\">Embedding PowerApps into Finance and Operations here<\/a>.<\/p>\n<p><strong>To see the end to end scenario, watch the video:<\/strong><\/p>\n<p><iframe loading=\"lazy\" allow=\"autoplay; encrypted-media\" allowfullscreen=\"\" frameborder=\"0\" height=\"315\" src=\"https:\/\/www.youtube-nocookie.com\/embed\/KasXRdRHADg\" width=\"560\"><\/iframe><\/p>\n<p><strong style=\"font-size: 13.008px;\">Prerequisites:<\/strong><\/p>\n<ul>\n<li style=\"margin-left: 48px;\">Add all Finance and Operations users in VSTS (<strong><em>Stakeholder<\/em><\/strong> access if just adding them for this purpose. <a href=\"https:\/\/docs.microsoft.com\/en-us\/azure\/devops\/organizations\/security\/access-levels?view=vsts\" target=\"_blank\" rel=\"noopener\">Stakeholders can be assigned to unlimited users for free<\/a>) .<\/li>\n<li style=\"margin-left: 48px;\">In VSTS\/Azure DevOps project, create a new query to list all the work items that the generated from Finance and Operations client.<\/li>\n<li style=\"margin-left: 48px;\">Click on <a href=\"https:\/\/blogcode.blob.core.windows.net\/pablogassets\/F%26O_Series_blog\/InternalSupportMobile_20181024200425.zip\">this link<\/a> to download the PowerApp package to your local computer\u00a0<\/li>\n<li style=\"margin-left: 48px;\">In PowerApps, create a connection to your VSTS\/Azure DevOps instance<\/li>\n<\/ul>\n<p><strong style='font-style: normal; font-size: 13.008px; font-family: Tahoma, \"Helvetica Neue\", Arial, Helvetica, sans-serif;'>Steps:<\/strong><\/p>\n<ol>\n<li>Sign into PowerApps and in the left pane, click on <em><strong>Apps\u00a0<\/strong><\/em>and select <em><strong>Import Package<\/strong><\/em><\/li>\n<li><em><strong>Upload <\/strong><\/em>the PowerApp package which was saved on your computer as a prerequisite<\/li>\n<li>When the upload is complete, you&#8217;ll find that the package contains, 2 Flows, 1 App and a connection to VSTS\/Azure DevOps<\/li>\n<\/ol>\n<p style=\"margin-left: 40px;\"><img decoding=\"async\" alt=\"\" src=\"https:\/\/powerusers.microsoft.com\/t5\/image\/serverpage\/image-id\/39685i51745F8F404F0C86\/image-size\/large\/is-moderation-mode\/true?v=1.0&amp;px=999\" style=\"width: 799px; height: 500px;\"\/><\/p>\n<p>4.\u00a0Select \u201c<em><strong>Create as new<\/strong>\u201d <\/em>under Import Setup for the App and both the Flows. Select the connection created for VSTS\/Azure DevOps. This enables the Import option to start importing the App.<\/p>\n<p style=\"margin-left: 40px;\"><img decoding=\"async\" alt=\"\" src=\"https:\/\/powerusers.microsoft.com\/t5\/image\/serverpage\/image-id\/39683i90676F9FDBE3E6BB\/image-size\/large\/is-moderation-mode\/true?v=1.0&amp;px=999\" style=\"width: 799px; height: 629px;\"\/><\/p>\n<p>5.\u00a0Click on <b><i>Import<\/i><\/b> to import the PowerApp and the related components.<\/p>\n<p style=\"margin-left: 40px;\"><img decoding=\"async\" alt=\"\" src=\"https:\/\/powerusers.microsoft.com\/t5\/image\/serverpage\/image-id\/39684i827881909F1EB29E\/image-size\/large\/is-moderation-mode\/true?v=1.0&amp;px=999\" style=\"width: 800px; height: 673px;\"\/><\/p>\n<p>6. <strong>Editing the Flows: <\/strong>In the left pane,<strong>\u00a0<\/strong>click on <strong style=\"font-size: 13.008px;\"><em>Flows<\/em><\/strong> under <strong style=\"font-size: 13.008px;\"><em>Business Logic<\/em><\/strong> section to find 2 newly created flows called <strong style=\"font-size: 13.008px;\"><em>Get query results<\/em><\/strong> and\u00a0<strong style=\"font-size: 13.008px;\"><em>Get work item details<\/em><\/strong><\/p>\n<ul>\n<li style=\"margin-left: 48px;\">Edit <em><strong>Get query results<\/strong> <\/em>flow to select the right <em>Account name, Project Name<\/em> and <em>Query Id (Created as prerequisite) \u00a0<\/em>in the VSTS\/Azure Devops action section and\u00a0<em><strong>Save <\/strong><\/em>the Flow.<\/li>\n<\/ul>\n<p style=\"margin-left:48px;\"><img decoding=\"async\" alt=\"\" src=\"https:\/\/powerusers.microsoft.com\/t5\/image\/serverpage\/image-id\/39682i8760C0100A55EFAD\/image-size\/large\/is-moderation-mode\/true?v=1.0&amp;px=999\" style=\"width: 800px; height: 447px;\"\/><\/p>\n<ul>\n<li style=\"margin-left: 40px;\">Edit <strong><em>Get work item details<\/em><\/strong> to select the right <em>Account name and Project Name<\/em> in the VSTS\/Azure DevOps action section and<em>\u00a0<strong>Save <\/strong><\/em>the Flow.<\/li>\n<\/ul>\n<p style=\"margin-left: 40px;\">\u00a0\u00a0<img decoding=\"async\" alt=\"\" src=\"https:\/\/powerusers.microsoft.com\/t5\/image\/serverpage\/image-id\/39681iEBE22EF332749B33\/image-size\/large\/is-moderation-mode\/true?v=1.0&amp;px=999\" style=\"width: 800px; height: 434px;\"\/><\/p>\n<p>7. In the left pane, click on <strong style=\"font-size: 13.008px;\"><em>Apps<\/em><\/strong> to find the newly created PowerApp called <strong style=\"font-size: 13.008px;\"><em>Internal Support Mobile<\/em>. <\/strong>Run the App to make sure the app can load the VSTS\/Azure DevOps workitems successfully. Click on the App details to note down\/copy the App ID (GUID like: 7667970f-0bea-4454-605c-0113testef41)<\/p>\n<p>8. Share the App with all Finance and operations users (Permission set to: <em><strong>Can use<\/strong><\/em>).<\/p>\n<p>9. In Finance and Operations, open the workspace or form where you\u2019d like to embed the PowerApp. For example, <strong style=\"font-size: 13.008px;\"><em>Employee Self Service<\/em><\/strong> workspace.\u00a0Click on <strong><em>Options<\/em><\/strong> &gt; <strong><em>Personalize this Form.\u00a0\u00a0<\/em><\/strong>Click on <strong><em>Insert<\/em><\/strong> &gt; <strong><em>PowerApps <\/em><\/strong>and select the location where you&#8217;d like your App to be embedded.<strong><em>\u00a0<\/em><\/strong>This opens a window for you to key in\u00a0relevant App details (Name, App ID (From step 7) and App size (Thin)) and click on <em><strong>Insert <\/strong><\/em>to\u00a0complete the embedding.\u00a0<\/p>\n<p style=\"margin-left: 40px;\"><img decoding=\"async\" alt=\"\" src=\"https:\/\/powerusers.microsoft.com\/t5\/image\/serverpage\/image-id\/39686i41E8F23774643AB0\/image-size\/large\/is-moderation-mode\/true?v=1.0&amp;px=999\" style=\"width: 800px; height: 591px;\"\/><\/p>\n<p>10. Refresh the browser to see the embedded PowerApp and enjoy!<\/p>\n<p style=\"margin-left: 40px;\"><img decoding=\"async\" alt=\"\" src=\"https:\/\/powerusers.microsoft.com\/t5\/image\/serverpage\/image-id\/39687iE896757479AD4C77\/image-size\/large\/is-moderation-mode\/true?v=1.0&amp;px=999\" style=\"width: 801px; height: 545px;\"\/><\/p>\n<p><strong>Note<\/strong>:\u00a0This app currently uses 2 Flows to fetch data from VSTS\/AZURE DEVOPS into the App. This is due to current limitations with VSTS\/ AZURE DEVOPS connector in PowerApps.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Track your internal support tickets within Finance and Operations<\/p>\n","protected":false},"author":85,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ms_queue_id":[],"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","_alt_title":"","ms-ems-related-posts":[],"footnotes":""},"audience":[3378],"content-type":[3423],"job-role":[],"product":[3473],"property":[],"topic":[],"coauthors":[2149],"class_list":["post-26","post","type-post","status-publish","format-standard","hentry","audience-it-professional","content-type-tips-and-guides","product-power-apps"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Scenario 1: Track your internal support tickets within Finance and Operations - Microsoft Power Platform Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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