Effective issue tracking is the backbone of operational excellence. Without streamlined systems in place, problems can slip through unnoticed, causing delays, customer dissatisfaction, and escalating costs. SharePoint offers a powerful foundation for issue tracking, but when enhanced with Infowise Ultimate Forms, you get a rich, no-code environment that makes issue management fast, intuitive, and scalable.

Why Choose SharePoint for Issue Tracking?

SharePoint is a great base platform:

• Centralized storage for issues, comments, and attachments

• Out-of-the-box list and library views, filters, and permissions

• Seamless integration with Microsoft 365 tools like Teams, Outlook, and Power BI

But it’s its combination with Infowise Ultimate Forms that transforms issue tracking into a business-grade solution - adding form flexibility, workflow automation, alerts, dashboards, and more—without a single line of code.

Best Practices for Implementing Issue Tracking

1. Define Standardized Workflows

Begin by mapping your issue lifecycle clearly:

• Report creation → Categorization → Prioritization → Assignment → Resolution → Closure → Feedback/Review

Define parameters such as:

• Required fields at each stage (e.g., category, priority)

• Escalation thresholds (e.g., 24-hour unresolved timeframe)

• Who can edit or close issues at each step (e.g., reporters vs. managers)

With Infowise Ultimate Forms, these are easily represented through dynamic rules, column permissions, and action-based state transitions.

2. Leverage Free Issue Tracking Templates

Infowise offers dozens of prebuilt templates tailored to ticketing, defect tracking, customer issues, and more. These templates provide:

• Structured data models with intelligent forms

• Predefined workflows, actions, and alerts

• Customizable fields, statuses, and roles

Using a template gives you a launch point that you can refine to match the nuances of your team or department.

3. Automate Workflows & Notifications

Manual updates and emails slow things down. Automating key steps ensures consistency and speed:

• Alerts notify assigned users or groups the moment an issue status changes

• Actions can auto-assign issues, set due dates, and update fields

• Reminders trigger if resolution is overdue

All configured visually in Infowise Ultimate Forms - no Power Automate or scripting required.

Essential Components for Robust Issue Tracking

Infowise Ultimate Forms

This no-code suite extends SharePoint to include:

• Smart Form Designer: Build dynamic forms with tabs, rules, and conditional fields

• Alerts & Actions: Automated notifications and state-driven updates

• Associated Items: Link multiple comment/resolution entries per issue

• Column Permissions: Lock or hide fields based on roles or status

• Dashboard Charts: Visualize open issues, age metrics, and category breakdowns

SharePoint Lists & Libraries

Use these to store issue records, related files, and attachments - fully searchable and filterable.

Microsoft 365 Integration

Connect SharePoint-based issue systems to Teams channels, Outlook notifications, or Power BI dashboards - for real-time insight and collaboration.

Example Workflow: Customer Support Ticketing

Consider a customer service team managing support tickets:

1. Submission Form: Users report issues with fields like description, priority, department. Infowise rules default priority based on issue type.

2. Auto-Assignment: Alerts trigger and Actions auto-assign tickets to agents based on workload.

3. Ongoing Resolution: Assigned users add time-stamped comments (using Associated Items) until resolved.

4. Escalation & SLA Tracking: Alerts fire if tickets are unresolved past SLA targets.

5. Closure & Feedback: Users close tickets and optionally send feedback surveys.

6. Reporting: Infowise dashboard components display key metrics like ticket volume, response times, and agent activity.

Everything runs inside SharePoint using Infowise Ultimate Forms - no custom code or external systems.

Scaling Beyond Basic Issue Tracking

Infowise supports multiple advanced use cases:

• Incident Reporting with Root Cause Analysis

• Audits or Compliance Issue Tracking

• Feature Requests or Enhancement Ideas

• Employee Helpdesk or IT Service Management

Custom templates and workflows can be cloned and adapted organization-wide - sharing best practices and enforcing standards.

Governance, Security & Auditing

Control, compliance, and transparency are non-negotiable:

• Column Permissions enforce read/write access per role or status

• Versioning and history are maintained natively

• Alert logs track who was notified, when, and why

• Attachment version tracking safeguards documentation

Infowise works within SharePoint’s governance model while enhancing visibility and policy adherence.

Training, Resources & Support

Infowise equips you with the knowledge to deploy and manage issue tracking systems confidently:

• Tutorials walk you through creating ticket systems step-by-step

• Webinars feature live demos and best-practice deep dives

• Documentation offers in-depth guidance on every feature module

• Pre-built Templates provide reusable, field-tested designs

• Certified Support Partners assist with customization or enterprise integration

Getting Started with Infowise Issue Tracking

1. Install Infowise Ultimate Forms into your SharePoint environment

2. Deploy one of the free issue-tracking templates and customize

3. Design forms for submission, resolution, and summary dashboards

4. Set automated Alerts, Actions, and escalation rules

5. Pilot with a small group and refine based on real feedback

6. Roll out to broader teams and duplicate templates for similar use cases

Within days, you’ll have a visible, dependable system for managing issues at scale.

Summary & Benefits

Infowise transforms SharePoint issue tracking into a powerful BPM solution:

• Faster resolution via automated workflows and alerts

• Complete audit trails and compliance readiness

• Flexible user experience thanks to dynamic forms and permissions

• Seamless Microsoft 365 integration and collaboration

• Rapid deployment using templates with no code required

Whether for support tickets, defect tracking, risk logs, or incidents - Infowise Ultimate Forms helps organizations build dependable, high-performing issue management systems.

Next Steps:

• Explore our Issue Tracking Solution Gallery with 60+ free templates

• Start your trial with Infowise Ultimate Forms and deploy a ticket workflow today

• Visit our Training Center for tutorials, webinars, and documentation

Empower your teams, satisfy your stakeholders, and resolve issues faster - without development overhead. Build smarter systems, not silos - with Infowise.