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 the Issue/Resolution

Lifecycle Stages

First, I created a few tickets as different end users. Then logged back into osTicket as a help desk professional. The tickets appeared correctly on osTicket and then I assigned different settings for them.

Made sure the settings of each ticket make sense and assigned the tickets to different help desk professionals and updated the priority level of each ticket.

Logged in as different help desk professionals and worked through and resolved each ticket.