osTicket: Ticket Lifecycle Examples**UPDATED 12/21/23 DOCUMENTATION IN PROGRESS

This lab demonstrates the process of utilizing our ticketing system to create and respond to open tickets .

Here is the portal where I will simulate an end user in the company submitting a request for service. In any of these types of scenarios, it can be anything from a computer monitor not working, to someone getting locked out of their account, or a random program not working on their computer.

Here is an overview of the submitted tickets within the administrator's console. Next, I will begin to dispure the tickets within the group to be resolved.

I assigned Han from the support team to this ticket within the drop-down menu.

I escalated the SLA to SEV-A before assigning it to Han Solo because the severity of the user's issue has a potential critical impact to business. In this company, we aim for a 30 minute to 1-hour window of time to resolve a SEV-A manner. while SEV-B and SEV-C are more standard depending on the issue at hand.

Now I'm logged into the ticketing portal with one of the support accounts. The ticket that I assigned to Han has the elevated emergency prompt, highlighting the enhanced SLA.