A Power Platform and SharePoint-based RMA workflow that captured repair requests, created Helpdesk tickets, tracked repair line items, and automated status-based notifications to clients, technicians, and internal teams.
Background
A multi-client centralized repair workflow for student and staff devices. Before this system, repair details, device information, ticket tracking, and notifications were spread across multiple manual steps. The goal was to create a structured RMA process that could collect repair information, create internal helpdesk visibility, and notify the correct users or departments as the repair moved through each status.
I built an automated RMA system using SharePoint, Power Automate with connectors, and a customized Power Apps form. When a repair request was submitted, a line item was created in the SharePoint RMA list and a corresponding ticket was created for helpdesk tracking in ConnectWise. The SharePoint list then became the central tracking location for device status, repair notes, pricing, attachments, and communication actions.
Result: Produced a repeatable RMA workflow that connected client intake, SharePoint tracking, ConnectWise ticket creation, status-based automation, and Power Apps-driven technician actions into one structured repair management process.
Architecture
How a repair request moved from client intake to SharePoint tracking, ConnectWise ticket creation, technician updates, and automated notifications.
How it was done
The RMA system connected intake, repair status, ticketing tracking, and notifications through a structured workflow.
The workflow started with a repair intake form that captured the device information, issue, client details, and relevant photos. This created a consistent intake process and reduced missing information when repair requests were submitted.
Client Intake · Device Details · Issue CaptureEach submitted repair created a line item in the SharePoint repair list. The list acted as the main RMA tracking location; storing repair status, client details, device information, repair type, attachments, and technician notes.
SharePoint List · Status Tracking · AttachmentsWhen a repair was submitted, the system created a related helpdesk ticket in ConnectWise so the technical team could track the request alongside other service desk work. This kept repair tracking visible to both the service team and the RMA workflow.
ConnectWise · Helpdesk Ticketing · Repair VisibilityPower Automate flows monitored repair status changes and performed actions based on the selected status. For example, a status change could notify the client with a quote of the repair or trigger a repair ready notification for the assigned technician.
Power Automate · Status Changes · Email ActionsA custom Power Apps form was created for the SharePoint list specifically. It included action buttons that allowed technicians or admins to trigger different communications, such as pricing inquiries, follow-ups on repair parts and client billing.
Power Apps · Custom Buttons · Technician ActionsThe completed system provided a consistent repair lifecycle from intake to ticket creation, repair tracking, status updates, notifications, and final return. This reduced manual communication gave the team a clearer way to manage repairs at scale.
RMA lifecycle · Automated communication · Repeatable processWorkflow actions
Each repair status could trigger a different action, helping the team communicate with the right party without manually rewriting the same updates.
A SharePoint repair line item was created and a helpdesk ticket was generated for technician tracking.
Email flows sent repair updates, pricing inquiries, or pickup information to the appropriate client contact.
Staff and departments could be notified when repair details required follow-up, approval, or additional handling.
When the repair reached the correct status, the workflow would notify the client that the repair was complete and to be returned.
Power Apps form
The SharePoint list form was customized with Power Apps to give technicians quick action buttons directly inside the repair record.
Why this mattered: Technicians could update the repair record and trigger the correct communication from the same screen, reducing context switching between SharePoint, email, and the helpdesk system.
Results
The final workflow provided a clearer repair lifecycle, reduced manual updates, improved technician visibility, and gave the service team a repeatable process for managing device repairs from intake through return.
Stack