Hi Greg, Initially we had help from the WF Implementation Consultant. But for the Helpdesk it was pretty simple as we used the Request Queue and routing and had a form to drive some reporting (i.e. how the ticket came in (email, web, phone), and the applications affected, etc.). For Change Management we did the same (queue and form), but we added email notifications via the API. So that one is a bit more complicated. I don't have a whole lot of resources to point you to as we kinda just figured out as we went along. But the foundation of knowledge came form the WF training. If you haven't already I recommend their Training (Instructor led web training was quite good). Or feel free to reach out if you want to have a discussion. My information is below.
