Unified Request Management (URM)
Centralizing internal requests across IT, HR, Facilities, and Engineering.
The Unified Request Management (URM) system centralizes all internal requests into a single platform, streamlines routing and approvals, and integrates with Azure DevOps to ensure engineering teams never miss a task.
Why This Solution Was Built
Fragmented internal request processes
Organizations often struggle with fragmented request processes spread across email, spreadsheets, SharePoint lists, and chat messages. This leads to lost requests, inconsistent SLAs, limited visibility, and duplicated effort across departments.
The Unified Request Management (URM) system was created to centralize all internal requests into a single platform, streamline routing, automate workflows, and improve traceability from submission to completion.
Problem I Wanted to Solve
Before URM, typical issues included:
- No single entry point for internal requests
- Manual processing and inconsistent routing
- Lack of transparency for requesters
- Siloed tools across IT, HR, Facilities, and other teams
- No standard workflow or approvals
- Limited reporting and auditability
- No integration with engineering tools like Azure DevOps
The goal was to build one scalable system that eliminates these pain points.
Solution Overview
Dataverse-first Unified Request Platform
URM is a Dataverse-first request platform that allows employees to submit, track, and manage requests through a modern user experience, while operations teams work from a unified model-driven interface.
The system automates assignment, multi-level approvals, external ticket creation in Azure DevOps, and end-to-end notifications. All components are built as modular, reusable, enterprise-ready services.
Assignment based on request type
Multi-level approvals
External work items in Azure DevOps
Request logging & failure tracing
Notifications per workflow step
Modular child flow architecture
Dataverse governance & ALM
End-to-end request visibility
Benefits Delivered
Unified intake, governance, and traceability
- One unified intake system for all departments
- Automated routing reduces manual triage
- Faster approvals using defined workflows
- External integration ensures engineering teams never miss tasks
- End-to-end visibility for both users and support teams
- Better governance through Dataverse and solution-based ALM
- Consistent, repeatable workflows across business units
This improves productivity, reduces delays, and creates a foundation for future scale.
My Role in the Solution
Solution Architect + Developer
Architecture & Design
- Dataverse data model & relational structure
- Solution layering & ALM strategy
- Security model & team-based ownership
- API integration patterns for Azure DevOps
App Development
- Canvas App (Request Portal) UI/UX
- Model-driven App for back-office processing
- Reusable components & standardized forms
Automation
- Orchestrator flow architecture
- Child flows for assignment & approvals
- Azure DevOps integration flows
- Error handling & monitoring logic
DevOps & Governance
- Environment strategy (Dev → Test → Prod)
- Power Platform Pipelines configuration
- Environment variables & connection references
Technology & Methodology
Microsoft Power Platform, Dataverse-first
URM is designed following enterprise Power Platform best practices: Dataverse as the authoritative data store, a Canvas App for user submissions, a Model-driven App for operations, and Power Automate for orchestration and integrations.
Why These Technologies
- Dataverse provides relational modeling, security, auditing, and governance.
- Canvas Apps offer a friendly, flexible UI for employees.
- Model-driven Apps suit structured back-office processes.
- Power Automate delivers scalable, maintainable automation.
- Azure DevOps REST APIs connect business requests to engineering workflows.
- Solution pipelines ensure consistent deployment across environments.
Data Sources & Storage
Dataverse as the authoritative store
All core entities live inside Dataverse with role-based security, row-level access, and referential integrity aligned to enterprise reporting and governance standards.
Core Entities
- Request
- Request Type
- Assignment Team
- Priority
- Request Logs
Azure DevOps work item metadata (ID, URL, status) is stored back into Dataverse for traceability.
How Data Is Saved
- Canvas App forms to create/view Request records
- Child flows update fields via Dataverse connector
- Logs stored as Request Log records for auditability
- Azure DevOps tickets created via REST API using PAT & environment variables
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