kayteedee/ticket-lifecycle

osTicket - Ticket Lifecycle: Intake Through Resolution

This tutorial provides a detailed explanation of the entire process a ticket goes through within the open-source helpdesk ticketing system osTicket, from the moment it is submitted to when it is finally resolved. To start, I will demonstrate how a ticket is created by a user facing a real issue. Then, I will show how an agent accesses the ticketing system to begin the process of resolving the ticket.

Environments and Technologies Used

• Microsoft Azure (Virtual Machines/Compute)
• Remote Desktop (macOS)
• Internet Information Services (IIS)

Operating Systems Used

• Windows 10 (21H2)

Ticket Lifecycle Stages

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

Lifecycle Stages

Stage 1. ) Intake - Creating Tickets

The first thing we will do is create a ticket from the user end of the osTicket platform.

• Open osTicket: http://localhost/osTicket/

• Select: Open a New Ticket

• Insert the following ticket information:

  • Email Address: [email protected]

  • Name: Karen Karen

  • Help Topic: Business Critical Outage

  • Issue Summary: Entire mobile online banking is down

  • Ticket Details: Customers are reporting they are getting a 404 error when browsing to online banking.

  • Click: Create Ticket

    

Note: When mobile online banking is down, it can lead to a major loss in revenue for the company.

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Step 2. ) Assignment and Communication

• Login to osTicket as an Agent: (User: jane.doe / [email protected])

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• Click: The entire mobile online banking is down (this is the ticket we just created on the user end as Karen)

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For the ticket to be handled properly, information regarding the severity level can be changed. Because the entire mobile banking is down and critical to business impact, we will change the priority of this ticket to EMERGENCY and the SLA to SEV-A.

• Priority: Emergency

  • Type In: Business Impacting Event

  • Click: Update

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We will also transfer the ticket to the system administrators department and then assign it to an agent, who in this case will be ourselves, Jane Doe.

• Click: Department

  • Select: System Administrators

  • Details: Sys Admins responsible for mobile banking infrastructure

  • Click: Transfer

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• Assigned to: Jane Doe

  • Click: Assign

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• SLA Plan: SEV-A

  • Details: Business Impacting, Critical Event

  • Click: Update

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Note: Make sure your ticket information matches the image below and continue to the next step.

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Note: This is where you will see the history and updates of the tickets. ↓

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Stage 3. ) Working the Issue

• On the back end, Jane is working with the System Adminstrator team to resolve the issue.

• Response Text Box: Coordinating with Sys Admin Team to bring mobile banking back online.

• Select: Post Reply

**Note: *The organization you work for will determine the type of details you type into the description.**

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Stage 4. ) Resolution

• Return to the ticket and update the end user once the issue is resolved.

• Response Text Box: Jerry from System Engineering found and connected a failed load balancer. Mobile banking should be back up.

• Ticket Status: Resolved

• Select: Post Reply

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The ticket should now be on the "closed" tab since it has been resolved.

🎉🎉🎉 Congratulations! You have successfully resolved your first ticket as a help desk support agent!

💙 I'd love to connect 💙

📲 LinkedIn: www.linkedin.com/in/misskayteedee

📬 Email: [email protected]