Trouble tickets - overview

The trouble ticket database allows the users to report technical issues with use of the HelpDesk interface and via e-mail. The incoming tickets are processed and assigned to specific HelpDesk support employees who are notified about the assigned problems which need to be solved.

Each ticket is assigned to a specific category and has a priority defined to it. Ticket management and processing is simple due to the mechanism of statuses describing the ticket life cycle.

Tickets statuses:

New – the ticket has been registered in system, but no action was performed by any user.

Open – the HelpDesk worker should update the ticket.

Waiting for response – the requester should update the ticket.

Suspended – ticket is set to suspended by HelpDesk worker (e.g. the issue should be discussed with third party).

Closed – the ticket has been closed by HelpDesk worker. Closed tickets cannot be deleted.