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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

Disk Sanitization Steps Disk Sanitization Steps

Go to the end user URL to create multiple test helpdesk tickets


Disk Sanitization Steps Disk Sanitization Steps

After creating the tickets --> log into the "agent panel" --> assign each ticket a "priority level", "department", & "SLA" --> communicate with the agent via "reply section" --> post changes. You should now see the changes you made in the main ticket queue.


Disk Sanitization Steps

When working and resolving the issue, update the ticket to communicate any status changes.


Disk Sanitization Steps

After ticket resolution, the ticket will automatically move to the "closed folder". That concludes this lab.