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

Here we received a ticket stating that the entire mobile banking is down which is an business impacting event. As this is an emergency we need to update the SLA and pass this on to the right department to make sure this gets handled asap.

Here is an example of ticket where we can close this ticket ourselves and inform the customer on the information they requested.