osTicket - Ticket Lifecycle: Intake Through Resolution

This tutorial outlines the lifecycle of a ticket from intake to resolution within the open-source help desk ticketing system osTicket.

Environments and Technologies Used

• Microsoft Azure (Virtual Machines/Compute)
• Remote Desktop
• Internet Information Services (IIS)

Operating Systems Used

• Windows 10 (21H2)

Ticket Lifecycle Stages

• Intake
• Assignment and Communication
• Working the Issue
• Resolution

Lifecycle Stages

While in the admin tab of osTicket, you are able to change the level of the ticket, change the status and the priority.

Within the admin panel of osTicket, click on manage SLA's to choose the severeness of the ticket.

Within the agent panel of osTicket, you can see here that our first ticket was created.