This tutorial outlines the lifecycle of a ticket from intake to resolution within the open-source help desk ticketing system osTicket.
- Microsoft Azure (Virtual Machines/Compute)
- Remote Desktop
- OsTicket
- Windows 10 (21H2)
- Intake
- Assignment and Communication
- Working the Issue
- Resolution
Go to the link asjdajsdajsnd next click open a new ticket
Now for email address type karenkaren@osticket.com next for full name type karen karen. Finally for help topics click business critical outage
For Issue summary type an overview of the problem next in the box below type more info of the problem then click create ticket
Next create a new ticket, in email address type kenken@osticket.com. Full name type ken ken the help topics select personal computer issues. In the issue summary type a summary of the problem. In the box below type more info of the problem then click create ticket
Now click open a new ticket
Next in email address type karenkaren@osticket.com. Full name type karen karen, in the help topics select general inquiry. In the issue summary type a summary of the problem. In the box below type more info of the problem then click create ticket
Now click agents then agents again. Click Jane Doe
Now click the access tab. In the Primary department select support and then Supreme Admin. The extended access clcik system administrators then select save changes
Now click the password section of the account. Uncheck the top and the bottom box then type in the password Password1 then click update {NOTE} you can type whatever password you want just remember to type it in your notepad. Now log out of the account on the top right
Now log back into OsTicket type jane doe then Password1 then click log in
We are now in Jane Doe account in OsTicket. Click the ticket tab and we will see all the tickets we created, also who created them, the date they where created, and the priority from the SLA we created
Now click the highest priority ticket created by karenkaren. We can see the name of the ticket, the priority, the department, the SLA plan, and even a comment from the user.
Now click Assigned to and click jane doe. We are bascially taking over the ticket. You can also send a comment to the user who created the ticket then once you are done click assign
Now click the SLA plan and you will see its under SEV-A. Also if the user didnt put a SLA Plan you can do it manually here and also comment then click update
Now click the Department section of the ticket you will see its under support if not then put it to the support department if you want you can send a comment then click update
Now click the priority section. You can change or update the level then send a comment then click update
Now go to the bottom of the ticket and click the giant white box this is where you can write a comment to the user for more information. For this I will type the following for the ticket then click post reply
Now you can see a response on the top with the time the post was sent as well
Now go to my tickets and you can see the tickets assigned to me or assigned to teams. We can see the ticket we sent for us to fix
Now click open and we can see all the open tickets. Click the open
Next we are going to click the next ticket created by karen karen again we can see the priority is normal
Now click assigned to and click jane doe the account we are currently in then send a comment if you want. Click assign to finish the process
Now lets observe the comment karen karen sent to us we can then respon to the comment in the white big box section then click post reply, note since we are in the admin panel we can also closed this ticket
Now go back to the open ticket section and select the next ticket in line created by ken ken
Next click the assigned to section
We are going to assign this ticket to josh garcia the first account we created and we are going to send josh a comment also then click assign
Next we can go back to the open ticket section and see that the ticket we were just on was assigned to josh garcia
Next we are going to log out of jane doe account
Next type in josh then Password1 then click log in
Now we can see we are logged in as josh. Next click my tickets
We can see a ticket was sent to us and again we can also see it was created by ken ken. So now click on the ticket
We can see the message history of the tickets. First with the response from ken ken then to jane message sending the ticket to me
Now go to the big white box area and we are going to type that we fixed the hypotheical issue then we can click resolved then click post reply. Its better to resolve a ticket then to close the ticket. Also we are only able to close the ticket because we are also another admin
Now click the closed section for the tickets. We can see all the tickets closed also who they where closed by and the time / date
Now since we are in josh's account click the admin panel on the top right
Now click agents then agents again. Click karen karen account
We are going to give karen karen account a password. Go to the set password section
Next uncheck the top and bottom boxes then type in the password for this example my password will be Password1 then click update
Now you will see a loading screen
Followed by a message saying succesfully updated this agent. Next click log out
Now type karenkaren then Password1 then click log in
Next click the ticket you sent
Now look at the message history and you will see the ticket is assigned to jane doe
Now lets explain the situation to Jane Doe type the following from the iamge above once you are done leave the ticket status open then click post note. Then log out of karen karen
Now log back into jane doe type jane doe then Password1 then click log in
Next click the ticket you are working on created by karen karen
Now look at the comment history
Lets respond to Karen type the following out, next leave the ticket open and click post reply. Then log out of Jane account
Now type karenkaren then type Password1 then click log in
Next look at the comment history
Now type the following message to Jane
Now type another message, leave the ticket open then click post reply
Now look at the two comments you sent to Jane. Then log out
Now type jane.doe then type Password1 then click log in
Next type the following message to karen then click post reply
Next type another message to karen then click post reply
Now log back in the karen account and type the following messages after jane then look at the message histroy to see what is going on then log out of karen account
Now log back into jane account type jane.doe then Password1 then click log in
Next type the following message and click resolved then click post reply
Now go back to Microsoft Azure and type Resource Group. Now we are going to delete the resource groups. Click on RG-osTicket, click delete resource group
Now type the name of the resource group and click the red delete button
Next click the other resource group NetworkWatcherRG then type the name again then click the red delete button