osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
osTicket workflow question
I am looking to configure a system for our service desk. I looked at redmine, JIRA, SIT, RT; so far osTicket looks most promising in terms of flexibility, features, ease of use, easy to maintain. But I am still struggling to configure proper workflow.
attached is a workflow diagram I am trying to achieve. Is it possible to configure osTicket to achieve it?
is broken or about to break.
quickly as possible.
- Open incidents
are measured against SLAs.
until underlying issue is resolved.
- Open Problems
are not measured against SLAs.
- Routine pleas for help – but nothing is
- These include items like “can
you tell me Joe Blow’s phone number”, “can you unlock my account”, and “will
you reset my password.”