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 on the Issue
• Resolution

Lifecycle Stages

To start this lab we will open the end users link in a new tab and create some tickets as Karen and Ken. Click open a new ticket.
- (1) Entire mobile online banking system is down
- (2) Accounting department needs Adobe upgrade
- (3) When are we getting a hardware refresh

I logged in as Jane Doe. Now, I will go about as Jane doing my regular helpdesk job.

I opened up the ticket that the entire mobile banking is down. I started the process by setting the SLA to SLA-A. I changed the department of the ticket from support to system administrators. Then I changed the priority from normal to emergency.

You can see the threads as Jane is making changes and adding comments.

Jane is collaborating with Jerry from Systems Engineering and he found the issue and corrected it. So she set the ticket as resolved.

Back on the main ticket page, you can see that the ticket is not here anymore.

If you go to the closed ticket page you can see the ticket there. Now close all of the tickets!

Hope you enjoyed the project!