From this URL: http://localhost/osTicket/ click Open a New Ticket.
- For the email and name put [email protected] and karen for the user we created in our previous project.
- Help Topic: Report a Problem. Issue Summary: entire mobile/online banking system is down. Issue Description: My employees are reporting that users are no longer able to access the online banking portal. The ones who can occasionally access it, cannot log in. Click Create Ticket.
Log out of the admin account and log into the non-admin account, as John.
- If you followed the previous project, the credentials should be john for the username and Password1 for the password.
- Delete the osTicket Installed! Ticket if you would like.
- Open the ticket that we just created.
- Set hte SLA to Sev-A as this issue would be a top priority. For the description put “Wide impact, customers unable to do online banking” and click Update. Change the Help Topic to Report a Problem / Business Critical Outage. For the description type: “No customers able to access online banking” click Update.
- Refresh the page and observe that the ticket thread now has marked our changing of the ticket status.
- Change the Assigned To: to the Online Banking Team, for the description, “Customers not able to access online banking portal, assigning to online banking team.” click Assign.
- Step 3: Login as Jane
- Logout from John and log in as Jane, open our ticket.
- Reassaing the ticket from the Online Banking team to Jane Doe, in the description type: “I'll be taking this ticket.” Click Assign.
- Post a reply: “I suspect the problem might be related to the recent updates. We tested them sufficiently, but I'm going to look into it further and roll it back if I determine that was the cause.” Click Post Reply.
- Post another reply: “It was determined the root cause was the recent update. We rolled it back, notified the vendor, and are waiting for a proper fix. Online banking should now be up and running.” Click Post Reply.
-Change the ticket status at the top to “Resolved”. This will effectively close the ticket successfully.
From this URL: http://localhost/osTicket/ click Open a New Ticket.
- For the email and name put [email protected] and karen for the user we created in our previous project.
- Help Topic: Report a Problem. Issue Summary: accounting department needs adobe upgrade, broken. Issue Description: It looks like many people in the accounting department can't use their adobe software. Click Create Ticket.
Login as John. Open the new ticket.
- Change the SLA to Sev-C, adding a note: “Only 2 people unable to open Adobe reader, classifying as Sev-C.” Click Update.
- Assign to John Doe, click Assign.
- Post Reply: “Cx states only 2 people in the accounting department unable to open and use Adobe reader. Cx testing restart, will call back after lunch.” Post Reply.
- Post Reply: “Cx states that restart fixed issue, closing out ticket.” Set ticket status to Resolved. Post Reply. This ticket will now be closed.
- Step 6: Create a New Ticket
- From this URL: http://localhost/osTicket/ click Open a New Ticket.
- For the email and name put [email protected] and karen for the user we created in our previous project.
- Help Topic: Report a Problem / Personal Computer Issues. Issue Summary: CFO states he is unable to use a laptop. Issue Description: Laptop won’t power on, despite pressing the power button. Click Create Ticket.
As John, open and begin editing the ticket.
- Change the SLA Plan to Sev-B with a note “May re-classify after getting more info.” Update.
- Reassign the ticket to John.
- Post Reply: “CFO’s laptop was not charging due to broken charger, bought new charger, not successfully charging.” Change the status to Resolved. Post Reply.
There are many other features that can be explored depending on your curiosity and or business needs such as:
- Checking a ticket status, or having the ticket status emailed to yourself.
- If you change the Priority, such as to Emergency, then you go to the My Tickets view, you will see the ticket is colored red for Emergency.
As with previous projects, if you are done with this project permanently, delete the resource group. Wait until notification of successful deletion appears to consider the task done.
- If you plan to pause and come back, I recommend stopping the VM and waiting for successful notification before walking away.
- To try a different project with this VM, see other project here: https://github.com/brandenoz.