- Microsoft Azure (Virtual Machines/Compute)
- Remote Desktop
- osTicket
- Windows 10 Pro (22H2)
- Intake
- Assignment and Communication
- Working the Issue
- Resolution
We will create some tickets as end users and solve those tickets as a helpdesk support professional.
Paste this link (end users osTicket url): http://localhost/osTicket/ in your VM's web browser and click Enter.
On the osTicket support center page, click "Open a New Ticket".
Fill in Karen's information as shown in the image above. Select "Business Critical Outage" for Help Topic. Add an issue summary with more explanation, and click "Create Ticket".
The ticket has now been created.
We will create a couple more tickets. Click the "Open a New Ticket" tab.
Let's create one as Ken. Fill in the information as shown in the above image, select a help topic, and write the issue summary. Click "Create Ticket
Let's create one more ticket as Karen. Create the ticket as shown in the image above.
We will now login into osTicket as a help desk support professional to try an solve the tickets
Go to: http://localhost/osTicket/scp/login.php
We will login as Jane Doe, as shown in the image above.
It seems like Jane Does doesn't have permission to solve tickets. Let's log out and log in as admin so we can make some changes to Jane's account and allow her to solve tickets.
Click Log Out at the top left of the page.
Log in as admin, as shown in the image above.
Click on the "Admin Panel" tab at the top right of the page.
Click "Agents".
Click "Jane Doe".
Click the "Access" tab, add Jane Doe to "Support", select "Supreme Admin", and click "Save Changes". Click log out at the top right of the page.
Let's log back in as Jane Doe.
Jane Doe is now able to see the tickets we created as end users.
Let's observe the tickets and make some changes to them.
Click the "Mobile banking is experiencing an outage" ticket.
Let's change it's priority. Click "Normal".
Change the priority level to "Emergency", and click "Update".
Click "Unassigned".
Assign it to Jane Doe, and click "Assign".
Click "Default SLA".
Select "SEV-A", write some notes, and click "Update".
Click "Support"
Select "System Administrators", write some notes, and click "Transfer".
Write some notes, click "Post Reply", and click the "Tickets" tab at the top.
As shown in the image above, the ticket has been assigned to Jon Does, and the priority has change.
Let's close the ticket by clicking it.
Update the note, select "Closed", and click "Post Reply".
As shown in the image above, the ticket is no longer on our list of open tickets.
Let's work on the "Adobe Reader is down" ticket. Click on it.
As shown in the image above, change the priority to "High". Assign it to John Wood, and change the SLA to SEV-B.Write some notes and click "Post Reply".
Click on the "When are we getting a hardware refresh" ticket.
As shown in the image above, change priority to "Low", assign it to Jane Doe, change SLA to SEV-C. Write some notes, mark it as "Resolved", and click "Post Reply".
Now, we only have one ticket left. In order to work on the ticket, we need to sign in as John Wood, since it's assigned to him. Click the "Log out" tab at the top right of the page.
Log in as John Wood.
Click on the ticket.
Update the note. Click "Post Note", and click the "Log Out" tab at the top right.
In order to close the ticket, we need to login as Admin and give John permission to close his own ticket.
Let's log in as Admin, so that we can close the ticket.
Click "Admin Panel".
Move your cursor to the "Agents" tab and click "Departments".
Click "Support".
Click "Access".
Select "Supreme Admin", select "All Access", click "Save Changes", and log out.
Let's log back in as John Wood.
Open the ticket by clicking on it.
Write some notes, select "Resolved", and click "Post Reply".
We no longer have any open tickets
Click "Closed" to see all our closed tickets.
Congrats, you made it to the end :)