COE Help Desk Request Router

Overview

The COE Help Desk Request Router is a Power Automate Cloud Flow that automates the intake and triage of internal support requests submitted through Microsoft Forms. When a new form response arrives, the flow categorizes the issue type, identifies the responsible Center of Excellence (COE) specialist, creates a tracked Planner task, and posts a summary to a Teams triage channel — all without manual intervention.

This flow ships in Stopped state inside the FlowLibsCOEHelpDeskRequestRouter Dataverse solution and is fully portable across environments via environment variables.

Use Case

Scenario: An organization's COE team receives support requests covering DLP policy questions, environment provisioning, licensing inquiries, and app support. Manually reading each submission, determining the right specialist, creating a task, and notifying the triage channel is repetitive and error-prone.

The flow is ideal for teams that:

• Automatically categorizing each request based on the issue type selected in the form
• Routing to the correct specialist email (configurable via Initialize Variable actions)
• Looking up the specialist's profile from Azure AD via the Office 365 Users connector
• Creating an assigned Planner task for tracking
• Posting a formatted message to the Teams triage channel so the team has visibility

Flow Architecture

Environment Variables

Connectors & Connections

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Set environment variable values

Navigate to the solution in make.powerapps.com, open each environment variable, and provide the real IDs for your Forms form, Teams group/channel, and Planner group/plan.

Update specialist emails

Open the flow in the designer and modify the default values in Init_varDLPSpecialistEmail, Init_varEnvAdminEmail, Init_varLicensingAdminEmail, Init_varAppSupportEmail, and Init_varDefaultSpecialistEmail to match your organization's COE team.

Verify connections

Ensure all four connection references (Forms, Office 365 Users, Planner, Teams) are authenticated for the service account or user that will run the flow.

Add new issue categories

Add a new case to the Categorize_Issue_and_Route_to_Specialist Switch action. Create a corresponding Initialize Variable for the new specialist email.

Add approval

Insert an Approvals action after the Switch and before the Planner task to require manager sign-off on certain request types.

Add adaptive cards

Replace the simple Teams message with an Adaptive Card for richer formatting and interactive buttons.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

triggerOutputs()?['body/resourceData/responseId']

outputs('Get_Form_Response_Details')?['body/responder']

outputs('Lookup_Specialist_Profile')?['body/displayName']

variables('varAssignedSpecialist')