Part 3 of this three-part osTicket tutorial series focuses on the ticket lifecycle, guiding you through the entire process—from ticket creation and intake to resolution—within the open-source helpdesk ticketing system, osTicket. This section demonstrates how tickets are managed, assigned, and resolved efficiently using the platform’s built-in features.
- Microsoft Azure (Virtual Machines/Compute) - Remote Desktop - Internet Information Services (IIS) - Windows 10(21H2) - Intake - Assignment and Communication - Working on the Issue - ResolutionOpen osTicket to begin creating a new support ticket.
If you need help with the initial setup, refer to Part 1 of this tutorial series
For configuration guidance, check out Part 2 of the series.
Once you're in the system, click on Open a New Ticket and fill out the form with the following details:
Email Address: johnson@osTicket.com
Name: Keyana Johnson
Help Topic: Select Business Critical Outage from the dropdown menu
Issue Summary: The Entire mobile online banking is down
Details: Customers are reporting they are getting a 404 error when attempting to access online banking
After completing the form, click Create Ticket to submit the issue.
Log in to osTicket as an Agent using the credentials we created earlier for jane.doe.
Once you're signed in, navigate to the Tickets section and locate the ticket that was created in Step 1. Click on the ticket to open and view its details.
Since this is a business-critical incident, update the ticket with the following details:
Priority: Set to Emergency, as mobile online banking downtime can result in significant revenue loss.
Assigned To: Jane Doe
SLA Plan: Select SEV-A, given the severity and urgency of the issue.
Department: Assign to System Administrators, as they are responsible for the mobile banking infrastructure.
In the Response text box, enter the following message:
"Coordinating with the System Administrators team to bring mobile banking back online."
Once everything is filled out correctly, click Post Reply to update the ticket and begin resolution efforts.
Behind the scenes, Jane is actively collaborating with the Systems Administration team to investigate and resolve the issue as quickly as possible.
Once the issue has been resolved, return to the ticket to update the end user.
In the Response text box, enter the following message:
"Jerry from the Systems Engineering team identified and reconnected a failed load balancer. Mobile banking services should now be fully restored."
Update the Ticket Status to Resolved, then click Post Reply.
Since the issue has been addressed, the ticket will automatically move to the Closed tab.
Congratulations! You have created and resolved your first ticket! You have completed the third and final part of this three-part osTicket Install/Configuration/Ticket-Creation tutorial series.