Hospitality Operations & Property Management System For Amber hospitality
1. Application Overview The Ticket Management System (Ambar.sa) is designed to provide a centralized platform for submitting, assigning, managing, and tracking support tickets. The application allows general users to create support tickets and monitor their own requests, while administrators can manage all submitted tickets, assign them to responsible employees, and monitor ticket activity through an administrative dashboard. The application is integrated with Microsoft Teams , allowing users to access the system directly from Teams and enabling automatic notifications when tickets are assigned. 2. Ticket Submission Users can submit new support tickets through a structured Ticket Submission Form. Each ticket can include: Title Description Category Priority Assigned To Status The application validates required information and provides dropdown selections where applicable. Visual indicators or conditional formatting can also be used based on the ticket's status or priority, making important or high-priority tickets easier to identify. 3. Role-Based Access The application provides different functionality based on the user's role. General Users General users can: Submit new support tickets. View their own submitted tickets. Monitor the current status of their tickets. Users are restricted to their own ticket information and do not have access to tickets submitted by other users. Admin Users Admin users can: View all submitted tickets. Assign tickets to employees. Manage ticket information. Access the Admin Dashboard and ticket metrics. This provides administrators with centralized control over ticket assignment and monitoring while maintaining appropriate access for general users. 4. Ticket Assignment and Tracking Submitted tickets are maintained with information such as: Ticket ID Title Description Created By Created Date Assigned To Status Priority Comments Administrators can review incoming tickets and assign them to the appropriate employee. Ticket status and related information can then be maintained as the request progresses. 5. Microsoft Teams Integration The Power App is embedded directly within Microsoft Teams , allowing users to access the Ticket Management System without leaving the Teams environment. When an administrator assigns a ticket to an employee, an automated Teams message is sent to the assigned employee. The notification contains a direct link to the relevant ticket screen , allowing the employee to quickly access the assigned request and review its details. Additional alerts or reminders through Teams can also be incorporated if required. 6. Admin Dashboard The application includes an Admin Dashboard that provides management with visibility into overall ticket activity and performance. The dashboard displays information including: Total Number of Tickets Ticket Breakdown by Category Resolution Time Ticket Status Assigned User Date-Based Information Administrators can filter the dashboard by status, assigned employee, and date to review specific areas of ticket activity. 7. Daily Apartment Update In addition to ticket management, the application includes a Daily Apartment Update Form within the same Power App. Staff can use this module to record daily apartment-level statuses or issues. The daily update information is maintained separately from the main ticket records. The application uses daily filtering or automated reset logic so that the apartment update process starts fresh for each day. 8. Centralized Data Management The system maintains its operational information through centralized SharePoint lists. Separate information is maintained for: Support Tickets Users and User Roles Daily Apartment Updates This allows the application to manage ticket records, determine user access, and maintain daily apartment information within a structured data environment. 9. Automated Notifications Automation supports communication between administrators and assigned employees. When a ticket is assigned, the responsible employee automatically receives a Microsoft Teams notification containing the relevant ticket information and a direct link to the ticket. Automation also supports the daily reset process for apartment updates, reducing the need for manual administration of daily records. Overall Application Workflow The process begins when a general user accesses the application through Microsoft Teams and submits a new support ticket with the required details, category, and priority. The submitted ticket becomes available to administrators, who can review it and assign it to the appropriate employee. Once assigned, the responsible employee automatically receives a Teams notification containing a direct link to the ticket. The ticket can then be tracked through its status, priority, assignment, and comments as work progresses. Administrators can monitor overall ticket activity through the Admin Dashboard using ticket counts, category breakdowns, resolution times, and different filters. Alongside the ticket-management process, staff can use the Daily Apartment Update module to record apartment-level statuses or issues for each day. Submit Support Ticket → Admin Reviews Ticket → Assign to Employee → Send Teams Notification → Employee Accesses Ticket → Track & Update Ticket → Monitor through Admin Dashboard → Complete Ticket
Project Summary
1. Application Overview The Ticket Management System (Ambar.sa) is designed to provide a centralized platform for submitting, assigning, managing, and tracking support tickets. The application allows general users to create support tickets and monitor their own requests, while administrators can manage all submitted tickets, assign them to responsible employees, and monitor ticket activity through an administrative dashboard. The application is integrated with Microsoft Teams , allowing users to access the system directly from Teams and enabling automatic notifications when tickets are assigned. 2. Ticket Submission Users can submit new support tickets through a structured Ticket Submission Form. Each ticket can include: Title Description Category Priority Assigned To Status The application validates required information and provides dropdown selections where applicable. Visual indicators or conditional formatting can also be used based on the ticket's status or priority, making important or high-priority tickets easier to identify. 3. Role-Based Access The application provides different functionality based on the user's role. General Users General users can: Submit new support tickets. View their own submitted tickets. Monitor the current status of their tickets. Users are restricted to their own ticket information and do not have access to tickets submitted by other users. Admin Users Admin users can: View all submitted tickets. Assign tickets to employees. Manage ticket information. Access the Admin Dashboard and ticket metrics. This provides administrators with centralized control over ticket assignment and monitoring while maintaining appropriate access for general users. 4. Ticket Assignment and Tracking Submitted tickets are maintained with information such as: Ticket ID Title Description Created By Created Date Assigned To Status Priority Comments Administrators can review incoming tickets and assign them to the appropriate employee. Ticket status and related information can then be maintained as the request progresses. 5. Microsoft Teams Integration The Power App is embedded directly within Microsoft Teams , allowing users to access the Ticket Management System without leaving the Teams environment. When an administrator assigns a ticket to an employee, an automated Teams message is sent to the assigned employee. The notification contains a direct link to the relevant ticket screen , allowing the employee to quickly access the assigned request and review its details. Additional alerts or reminders through Teams can also be incorporated if required. 6. Admin Dashboard The application includes an Admin Dashboard that provides management with visibility into overall ticket activity and performance. The dashboard displays information including: Total Number of Tickets Ticket Breakdown by Category Resolution Time Ticket Status Assigned User Date-Based Information Administrators can filter the dashboard by status, assigned employee, and date to review specific areas of ticket activity. 7. Daily Apartment Update In addition to ticket management, the application includes a Daily Apartment Update Form within the same Power App. Staff can use this module to record daily apartment-level statuses or issues. The daily update information is maintained separately from the main ticket records. The application uses daily filtering or automated reset logic so that the apartment update process starts fresh for each day. 8. Centralized Data Management The system maintains its operational information through centralized SharePoint lists. Separate information is maintained for: Support Tickets Users and User Roles Daily Apartment Updates This allows the application to manage ticket records, determine user access, and maintain daily apartment information within a structured data environment. 9. Automated Notifications Automation supports communication between administrators and assigned employees. When a ticket is assigned, the responsible employee automatically receives a Microsoft Teams notification containing the relevant ticket information and a direct link to the ticket. Automation also supports the daily reset process for apartment updates, reducing the need for manual administration of daily records. Overall Application Workflow The process begins when a general user accesses the application through Microsoft Teams and submits a new support ticket with the required details, category, and priority. The submitted ticket becomes available to administrators, who can review it and assign it to the appropriate employee. Once assigned, the responsible employee automatically receives a Teams notification containing a direct link to the ticket. The ticket can then be tracked through its status, priority, assignment, and comments as work progresses. Administrators can monitor overall ticket activity through the Admin Dashboard using ticket counts, category breakdowns, resolution times, and different filters. Alongside the ticket-management process, staff can use the Daily Apartment Update module to record apartment-level statuses or issues for each day. Submit Support Ticket → Admin Reviews Ticket → Assign to Employee → Send Teams Notification → Employee Accesses Ticket → Track & Update Ticket → Monitor through Admin Dashboard → Complete Ticket
Location: Riyadh, Saudi Arabia
Industry: Hospitality / Serviced Apartments / Corporate Accommodation / Property Management
Challenge and Requirements
1.
Solution Delivered
CodeScale delivered a powerapps solution using PowerApps, PowerAutomate, SharePoint for Hospitality / Serviced Apartments / Corporate Accommodation / Property Management.
Technology Used
- PowerApps
- PowerAutomate
- SharePoint
Business Outcome and Impact
Admin Dashboard The application includes an Admin Dashboard that provides management with visibility into overall ticket activity and performance. The dashboard displays information including: Total Number of Tickets Ticket Breakdown by Category Resolution Time Ticket Status Assigned User Date-Based Information Administrators can filter the dashboard by status, assigned employee, and date to review specific areas of ticket activity. 7.
Project Screenshots
