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

In a hypothetical scenario, customer Karen, for instance, is creating a ticket with the help topic "Business Critical Outage" due to issue summary of inaccessibility to mobile banking.

The customer's ticket is showcased on the agent panel which will be under review by agents. The Queue manager will allocate priority tickets and proper SLAs to the appropriate agent.

The SLA plan and the priority level of the ticket can be adjusted depending on the severity of the issue. For this randomized scenario, the priority level is modified to "Emergency" along with the customized SLA plan, SEV-A, which indicates the issue will significantly impact a business if not resolved immediately. In some cases, the customers can stipulate a designated SLA plan for the agent.