- Microsoft Azure (Virtual Machines/Compute)
- Remote Desktop
- Internet Information Services (IIS)
- Windows 10 (21H2)
The lifecycle of an IT support ticket typically includes the following stages:
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- Submission: The user reports an issue or request, creating a ticket in the IT support system.
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- Categorization: The ticket is categorized and prioritized based on the issue's nature and urgency.
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- Assignment: The ticket is assigned to an appropriate support technician or team.
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- Diagnosis: The technician investigates and diagnoses the problem.
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- Resolution: A solution or fix is applied to resolve the issue.
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- Verification: The user verifies that the issue is resolved and confirms satisfaction.
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- Closure: The ticket is closed in the system once resolved and confirmed.
Throughout this process, communication between the user and support team is maintained to provide updates and gather additional information if needed.
- Create the first ticket by visiting localhost/osTicket and select open a ticket.
- Enter the info of one of the users and fill out the ticket
- Open several tickets with varying severities
- Log back in as an Admin and view the tickets
- Select a ticket to work on
- This ticket is severe and business critical
- Click on "Priority" and update to emergency
- Click on "Assigned to" and assign to an agent
- Click "SLA plan" and update to SEV A
- Click "Department" and assign to correct dept
- Post a reply informing the team of status and actions in progress
- Go back to the ticketing menu and the ticket that was just edited will appear at the top of list with an updated priority and assignee
- For more practice log into the profile of the agent that the ticket was assigned to and post a reply to the ticket.
- Log back in as an Admin and resolve the ticket