ticket-lifecycle

osTicket - Prerequisites and Installation

This tutorial outlines the prerequisites and installation of the open-source help desk ticketing system osTicket.

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
• OsTicket

Operating Systems Used

• Windows 10 (21H2)

Ticket Lifecycle Stages

• Intake
• Assignment and Communication
• Working the Issue
• Resolution

Lifecycle Stages

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