Automated SharePoint Issue Tracking System for a Regional Health Organization
Back to InsightsIn Brief
A client serving over 30 regional health organizations struggled with tracking issues through emailed spreadsheets. Resource Data developed a custom SharePoint Issue Tracking System that mirrors the client’s workflows and automates issue tracking from creation to resolution. The system supports task reassignment, issue escalation, and tracks resolution time, enhancing efficiency and customer satisfaction.
Challenge
The client previously relied on a cumbersome spreadsheet-based process to track issues reported by over 30 regional health organizations. Staff members would email the spreadsheet to task assignees, who would update it and return it. This manual process led to issues being overlooked, negatively affecting the client’s reputation with the health organizations.
The client needed a seamless system for tracking and reporting issues to improve response times and customer satisfaction.
Solution
Resource Data responded by developing a custom SharePoint Issue Tracking System that automates issue tracking from creation to resolution, incorporating specialized business logic.
When a new issue is entered, the system assigns a due date and responder based on attributes like priority. Issues are automatically reassigned as needed and can be escalated to the client’s board. The system also tracks resolution times, a key performance metric for the client. Using SQL Server Reporting Services (SSRS), data is extracted from SharePoint for integration into the client’s reporting system.
Approach
The client had not clearly defined their issue resolution processes. To address this, Resource Data facilitated stakeholder meetings to define these processes, improving workflows and identifying system requirements. During development, the client blended the new processes with their existing spreadsheet-based method.
The Issue Tracking System was built in SharePoint to align with client standards. Standard SharePoint workflow functionality was insufficient for some needs, such as board escalations. Therefore, Resource Data developed a custom-coded SharePoint workflow to precisely implement the client’s processes.
