- Microsoft Azure (Virtual Machines/Compute)
- Remote Desktop
- Internet Information Services (IIS)
- Windows 10 (21H2)
- Intake
- Assignment and Communication
- Working the Issue
- Resolution
Karen Jones, an employee for the company that osTicket serves, has filled out a ticket reporting that the "Entire online banking system is down".
Ken Jackson, an employee for the company that osTicket serves, has filled out a ticket reporting that "Adobe reader is not working on my computer".
Karen Jones has filled out another ticket, asking "When is the hardware refresh?".
Jane Doe, an agent working with the osTicketing system, logs in to see what tickets have been submitted so far today.
Jane sees that there are three tickets to be served, other than the default ticket that was sent to notify the agents and admin that the osTicket ticketing system had been installed. Jane knows that she should look into each of these three tickets and assign them to the appropriate agent. For the tickets that she assigns to herself, she will send communication to the ticket issuer, work the issue, and come to a resolution. Jane decides to begin with Karen Jone's ticket #310354, as it has emergency priority.
Within Karen's ticket, Jane assigns the ticket to herself.
Jane transfers the ticekt from the support department to the system administrators department, since she knows that the systems administrators department is the appropriate department to work on issues regarding the mobile banking infrastructure; Jane is a member of the sys admin team.
Jane sends communication to Karen, notifying her that she is coordinating with her team to resolve the issue. Since the ticket is correctly designated with Sev-A, Jane knows that the ticekt should be resolved within an hour of the submission.
It can be seen that the ticket has appropriately been assigned to Jane; Jane is working to resolve the issue.
After the issue has been resolved, Jane sends communication to Karen that the issue has been resolved and the reason for why it occured. Jane sets the ticket status to "Resolved".
The resolved ticket can be viewed under the "Closed" tab.
Jane returns to the two remaining tickets, and decides to look into Ken Jackson's ticket #118807 next.
Within Ken's ticket, Jane decides that this ticket would be appropriate for the Level I Support technician John Smith to resolve. She gives John a call for a "warm hand-off" and John agrees to work on the ticket. Jane sends communication to Ken, stating that John Smith will be looking into this issue to find a resolution.
Jane returns to the remaining ticket, and it can be seen that the prior ticket is now assigned to John Smith.
Jane is able to immediately resolve Karen's ticket, as it is just an inquiry as to when the hardware refresh is slated to occur. Jane sends communication to Karen, stating that it is slated for Q1. She sets the ticket status to "Resolved".
John Smith is logging in after speaking with Jane about Ken Jackson's ticket being assigned to him.
Within Ken's ticket, and after looking into the issue, John sends communication to Ken that there was an update last night. John suspects that the update has lead to an issue for Ken, so he rolls back the update so that Ken may begin working as soon as possible; John will work with the support and sys admin teams to determine why the update caused this issue. John sets the ticket status to "Resolved".
All tickets have been successfully resolved for the day, so far.