osTicket - Ticket Lifecycle: Intake Through Resolution

This tutorial outlines the lifecycle of a ticket from intake to resolution within the open-source helpdesk 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

Stage 1: Intake - Creating a Ticket

• Open osTicket
• Select Open a New Ticket
  • Email Address: karen@osTicket.com
  • Name: Karen Karen
  • Help Topic Dropdown Menu: Business Critical Outage
    • Issue Summary: Entire mobile online banking is down
    • Details: Customers are reporting they are getting a 404 error when browsing to online banking
  • Create Ticket

Step 2: Assignment and Communication

• Sign into osTicket as an Agent
  • We created jane.doe in previous tutorial, log in with those credentials.
  • Select the ticket we created in Step 1.

• Priority: Emergency.
  • Mobile online banking down can lead to losses in revenue for the company.
• Assigned to: Jane Doe
• SLA Plan: SEV-A
  • Business impacting, critical incident
• Department: System Administrators
  • Sys Admins responsible for mobile banking infrastructure
• Response text box: Coordinating with Sys Admin Team to bring mobile banking back online.
  • Select Post Reply

Stage 3: Working the Issue

• On the back end, Jane is working with the System Adminstrator team to resolve the issue.

Stage 4: Resolution

• Once the issue is resolved, head back to the ticket and update the end user.
  • Response text box: Jerry from System Engineering found and connected a failed load balancer. Mobile banking should be back up.
  • Ticket Status: Resolved
• Select Post Reply
• The ticket should now be on the "closed" tab since it has been resolved.

🎉Congratulations! You have created and resolved your first ticket!🎉