We are a trucking company and need a solution to do ticket managment for our drivers. There are some limitations since they are all external but the first roadblock I am running into is managing new comments. The widget won't work because our owner doesn't want the users (drivers) to have to register and log into a helpdesk. He wants them to be able to submit a form and it opens a ticket on our internal helpdesk then they need the ability to add comments and also see comments added on our side to the ticket.
The solution we are trying is to use Plumsail public form to create the ticket using workflow then pass that ticket information into a SQL Server database table and use that to build a web side "My Tickets" grid on the drivers app we supply them. From there they can click the link to display the ticket information and comments as well as add a comment. The issue is the only way I can figure out how to get the comment we add into the SQL database table is through workflow using the Sharepoint List "when changed" trigger. But to match the ticket to the ticket number is a challenge because it doesn't store the ticket number that I see in the sharepoint "ticket" list only the ticket guid. am I missing something? I need to marry the ticket to the guid somehow by capturing the guid into a SQL Table cross reference then I would be good. Any help is appreciated!