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 (22H2)

Ticket Lifecycle Stages

1. Intake
2. Assignment and Communication
3. Working the Issue
4. Resolution

Lifecycle Stages

1.) Create Tickets as End-Users

• Scenario 1: Create a ticket as an end-user with the following details:
  • Subject: "Entire mobile/online banking system is down"
  • Details: Describe the issue briefly (e.g., "The entire online banking system is down, preventing users from accessing their accounts.")

2.) Observe Ticket Properties as Help Desk Agent

• Log in as Help Desk Agent (john).
• Observe the ticket’s properties:
  • Priority: Default value.
  • Department: Default department.
  • SLA: Default SLA.
  • Assigned To: Not yet assigned.

3.) Set Ticket Properties

• Update the ticket with the following properties:
  • SLA: Sev-A (1 hour, 24/7).
  • Assigned To: Online Banking Department.

4.) Verify Ticket Permissions

• Log back in as Help Desk Agent (john).
• Attempt to view or modify the ticket. Verify whether the changes are accessible or editable.

5.) Work the Ticket to Completion

• Log in as Help Desk Agent (jane).
• Take ownership of the ticket, work the issue, and resolve it.
• Mark the ticket as Closed once the issue is resolved.

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6.) Create Another Ticket as End-User

• Scenario 2: Create a ticket as an end-user with the following details:
  • Subject: "Accounting department needs Adobe upgrade, broken"
  • Details: Describe the issue briefly (e.g., "The Adobe software used by the accounting department is broken and needs an upgrade.")

7.) Observe Ticket Properties as Help Desk Agent

• Log in as Help Desk Agent (john).
• Observe the ticket’s properties:
  • Priority: Default value.
  • Department: Default department.
  • SLA: Default SLA.
  • Assigned To: Not yet assigned.

8.) Set Ticket Properties

• Update the ticket with the following properties:
  • SLA: Sev-B (4 hours, 24/7).
  • Department: Support.

9.) Work the Ticket to Completion

• Log in as Help Desk Agent (john).
• Take ownership of the ticket, work the issue, and resolve it.
• Mark the ticket as Closed once the issue is resolved.

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10.) Create a Final Ticket as End-User

• Scenario 3: Create a ticket as an end-user with the following details:
  • Subject: "CFO’s laptop will no longer turn on"
  • Details: Describe the issue briefly (e.g., "The CFO's laptop is not powering on, and it needs urgent attention.")

11.) Observe Ticket Properties as Help Desk Agent

• Log in as Help Desk Agent (john).
• Observe the ticket’s properties:
  • Priority: Default value.
  • Department: Default department.
  • SLA: Default SLA.
  • Assigned To: Not yet assigned.

12.) Set Ticket Properties

• Update the ticket with the following properties:
  • SLA: Sev-B (4 hours, 24/7).
  • Department: Support.

13.) Work the Ticket to Completion

• Log in as Help Desk Agent (john).
• Take ownership of the ticket, work the issue, and resolve it.
• Mark the ticket as Closed once the issue is resolved.

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Conclusion

By following these steps, you have successfully demonstrated the lifecycle of a ticket from intake to resolution within osTicket. This lab highlights the importance of ticket properties, proper assignment, and resolution processes in a help desk environment.