tinuola95 / osticket-lifecycle

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 (22H2)

Ticket Lifecycle Stages

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

Lifecycle Stages - Ticket Creation Portal

This is the beginning of what accessing the End Users page looks like, options are to continue as a guest or login if you create tickets regularly. For this portion of the lab, I'll be creating 3 labs with varying SLA levels and problems. The one I'll be focusing on is the SEV-A case, Mail Server Disruption.

My end-user will be Katy Lee reporting on the topic of "Business Critical Outage". This automatically sets the severity on an Emergency Level when submitted.

Help Desk Associate Portal

In addition to the SEV-A ticket, I've also created lower-severity tickets focused on SEV-B.

Here is what the ticket looks like as an associate.

As a level I support, I don't have the resources to deal with an issue as critical as Mail Server down. I transfer the ticket to System Administrator John Doe and notify the recipient that a fix is still being looked into. I will log into Jane's account to handle the ticket transfer

Escalating the ticket to resolution

John Doe was able to find the solution "Found the issue with the Load Balancer and has reset it" and now will mark the ticket as resolved.

The ticket is now marked as resolved and within the proper SLA timeframe