Giter Club home page Giter Club logo

osticket's Introduction

osTicket logo

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. Agent Layla will resolve tickets.

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

Resolutions by Priority

  • 1.Business Critical Outage This priority should be set to "Emergency"

    1. Personal Computer Issues This priority can be "High"
    1. Equipement Request Normal Priority
    1. Password Reset Least Priority

Login as an Agent, in this case we will login as Layla Mahmoud who is a System Admin we created in the previous tutorial.

0

Next we will have a user create a ticket stating that they are unable to access the company website from their mobile device and desktop.

1

The ticket will be an Emergency level, we will asign the ticket, and Layla will resolve this ticket.

We have contacted Dimitri on the outage in a timely manner, kept in communication, and resolved the issue.

osticket's People

Contributors

fnabeel avatar

Watchers

avatar

Recommend Projects

  • React photo React

    A declarative, efficient, and flexible JavaScript library for building user interfaces.

  • Vue.js photo Vue.js

    🖖 Vue.js is a progressive, incrementally-adoptable JavaScript framework for building UI on the web.

  • Typescript photo Typescript

    TypeScript is a superset of JavaScript that compiles to clean JavaScript output.

  • TensorFlow photo TensorFlow

    An Open Source Machine Learning Framework for Everyone

  • Django photo Django

    The Web framework for perfectionists with deadlines.

  • D3 photo D3

    Bring data to life with SVG, Canvas and HTML. 📊📈🎉

Recommend Topics

  • javascript

    JavaScript (JS) is a lightweight interpreted programming language with first-class functions.

  • web

    Some thing interesting about web. New door for the world.

  • server

    A server is a program made to process requests and deliver data to clients.

  • Machine learning

    Machine learning is a way of modeling and interpreting data that allows a piece of software to respond intelligently.

  • Game

    Some thing interesting about game, make everyone happy.

Recommend Org

  • Facebook photo Facebook

    We are working to build community through open source technology. NB: members must have two-factor auth.

  • Microsoft photo Microsoft

    Open source projects and samples from Microsoft.

  • Google photo Google

    Google ❤️ Open Source for everyone.

  • D3 photo D3

    Data-Driven Documents codes.