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

Upon login of the agent portal, you should see tickets. If not, you may have to log back in as an admin and reset the agent's permissions and departments. All tickets assigned to the agent will be on this screen.

The ticket gets assigned to an agent, along with priority settings and other ticket notes.

If the item is resolved, the agent will respond with news to the user and close the ticket. Even if the ticket is not resolved, the agent will send a progress update.