• Microsoft Azure (Virtual Machines/Compute)
• Remote Desktop
• Internet Information Services (IIS)

• Windows 10 Pro (21H2)

• Intake
• Assignment and Communication
• Working the Issue
• Resolution

1. In this lab, you will log in as an admin to:

• Create tickets as end users, observe all ticket properties, and respond to them as help desk professionals.
• Change the SysAdmins department to a top-level department.
• Permanently delete the Maintenance department (do not archive it).

2) As an end-user, create a ticket stating: "The entire mobile and online banking system is down."

3) As a Help Desk Agent (John), review the ticket's properties, including:

• Priority
• Department
• SLA (Service Level Agreement)
• Assigned To

- Change the SLA plan to "Sev-A" as seen in the image.

- Update the "Help Topic" to give a more exact definition that the end user aka "Karen" did not do.

- Assign the ticket to the "Online Banking" Team.

- Log in as Jane and confirm that she is part of the Online Banking team, enabling her to view and edit the ticket.

- Have Jane assign this ticket to herself

- Jane is submitting the communication via "post reply" "INTITAL"

- Jane has inputted the "RESULTS"

- You can see the full thread from the tickets

- I suggest updating the priority to "Emergency" from the beginning.

- The ticket has been resolved

4) As an end-user, create the following ticket: Subject: Accounting Department Needs Adobe Upgrade, Broken

5) As a Help Desk Agent (John), review the ticket's properties:

• Priority
• Department
• SLA
• Assigned To
• Update the ticket properties as follows:
• Priority: Sev-B (4 hours, 24/7)
• Department: Support
• Make sure John has access to the ticket that Ken "which is the end user" has created.

- Change the SLA plan to "Sev-C as seen in the image.

- John has decided to take the ticket

- John "post reply"

- John "post reply' "Results"

- The ticket has been "RESOLVED"

6) As an end-user, create the following ticket: Subject: CFO’s laptop will no longer turn on

7. As a Help Desk Agent (John):

• Observe the ticket's properties:

• Priority

• Department

• SLA

• Assigned To

• Update the ticket properties to:

• Priority: Sev-B (4 hours, 24/7)

• Make sure John has access to the ticket that Karen "which is the end user" has created.

- Make sure you change the priority level from "Normal" to "Emergency".

- John has decided to take the ticket

- Change the SLA level to "Sev-B"

- John "post reply"

- This ticket is "resolved" by "John".

The protocols for managing tickets can vary based on the work environment. There may be specific quotas for resolving a set number of tickets within a given timeframe, and certain tickets may need to be prioritized based on urgency. I have built osTicket from the ground up, which has given me a solid understanding of ticketing systems in an IT role.