osTicket - Ticket Lifecycle

Outline showing an example of the ticket lifecycle from intake to resolution within the open-source help desk ticketing system, osTicket. I will add on to this documentation as I continue to practice through these steps to improve my efficiency and experience!

Environments and Technologies Used

• Microsoft Azure (Virtual Machines/Computer)
• 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

End User creates a ticket, the isssue summary is labeled "XXX" due to [issue].

Once completed, agents will see the tickets in real-time through the Agent Panel, and Queue managers will assign tickets by priority to the specified agent, along with suitable SLAs.

Agent will begin to work on the ticket with the highest priority and SLA plan noted assigned to them.