I am brand new to SP2010.  I understand how to install a template.  The templates that I have found are not exactly what I need in my environment.  I need to be able to create a Help Request site where the user can select their ID from AD, the subject and details of what is going wrong.  When the user clicks "Submit" it sends an email to my IT Team.  I would then like the staff to be able to take the ticket and type in the resolution and fix the issue.  When the ticket is closed an email is sent to the user that the issue has been resolved. 

This sounds simple enough but I don't fully understand workflows.  I also do not understand why this is a difficult task to find on the internet.  I am a newbie to this so please realize I am not a programmer, I am a Systems Analyst.

Thanks,

C

Hi,

As I understand, you want to create a help desk ticketing system in SharePoint 2010.

You could create some lists according to your requirements such as New Request, New Helpdesk, Resolved Tickets and Closed tickets. You could create some necessary workflows in SharePoint designer 2010.

For more detailed information, you could refer to the articles below.

The article below is about helpdesk Ticketing System in SharePoint 2010.

http://sforsharepoint.blogspot.com/2013/08/helpdesk-ticketing-system-in-sharepoint.html

The article below is about creating a Help Desk in SharePoint 2010.

http://abhayajoshi.blogspot.com/2011/07/creating-help-desk-in-sharepoint-2010.html

The article below is about how to create a Simple SharePoint Help Desk.

https://blogs.perficient.com/microsoft/2011/07/how-to-create-a-simple-sharepoint-help-desk/

The article below is about Introduction to designing and customizing workflows.

https://support.office.com/en-us/article/Introduction-to-designing-and-customizing-workflows-32c9c0bf-5e20-4f74-8b9c-d3ea79f2962b

Best regards,

Sara Fan

Cal,

Just think of a WorkFlow as a logical step by step process, you're getting it to do things for you. But saying that you can get it to do some truly funky things.

This I wouldn't tackle if you're so new to SharePoint unless you have no option but to tackle it. With bespoke stuff like this you will have a hard time finding things.

For example you don't "Select their ID from AD" you'd have to use what is called a People Picker.

I also assume you have only the basics e.g. SharePoint 2010 and SharePoint Designer?