The Queue-Based Philosophy
The Trouble Ticketing ecosystem uses a flexible Queue-based workflow. Instead of assigning tickets directly to a department, requests are routed to specific Support Queues (e.g., "IT Support," "Facility Access"). This allows for cross-functional teams and precise control over who can submit and solve specific types of issues.
The Ticket Lifecycle
Every support request follows a structured path from inception to resolution. Understanding this flow is crucial for efficient management.
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Submission
A user (the Submitter) opens a ticket via the Helpdesk application. They select a Queue based on the topic of their issue.
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Routing & Triage
The ticket lands in the selected queue with a status of Pending. It immediately appears in the Manage Tickets dashboard for all authorized Operators of that queue.
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Assignment
To prevent overlap, an Operator takes ownership by using the Assign Me feature. The ticket status changes to Open as work begins.
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Resolution
The operator communicates with the user via public replies, collaborates with colleagues via Internal Notes, and logs the time spent on the task.
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Closure
Once resolved, the ticket is marked as Solved. If the issue recurs, the user has the explicit power to Reopen it from their interface.
User Roles & Permissions
Access to the system is divided into four distinct roles, each with specific capabilities:
Regular employees or clients who need support.
- Can open new tickets.
- Can view and reply only to their own tickets.
- Can reopen closed tickets if the issue persists.
Staff members responsible for fixing issues.
- View and manage tickets in queues they are assigned to.
- Assign tickets to themselves or others.
- Post internal notes and public replies.
- Log work time.
Managers or Team Leads who oversee specific queues.
- Cannot process tickets (does not act as an Operator).
- Can configure queue settings.
- Can enable or disable Operators for the queue.
- Can monitor queue health and performance statistics.
High-level system controllers.
- Create and configure Support Queues.
- Define initial permission rules for Solvers and Submitters.
- Manage global application settings.
System Applications
The Trouble Ticketing ecosystem is split into distinct applications to ensure security and ease of use. Your role determines which applications you can see.
Helpdesk
Access: EveryoneThe user-facing portal. Used to submit new requests ("Open Ticket") and track the status of existing personal tickets.
File Reference: helpdesk.phpManage Tickets
Access: OperatorsThe operational dashboard. Displays lists of tickets waiting for attention. Operators use this to pick up work and manage their daily tasks.
Manage Support Queues (Management View)
Access: Queue Delegates & AdminsA supervisory dashboard used to monitor workload (Open vs. Solved tickets) and manage queue resources. Delegates use this view to enable or disable operators for their specific queues.
File Reference: manage_support_queues - management.phpManage Support Queues (Administration View)
Access: Global AdministratorsThe configuration backend. Used to create new queues, edit names/descriptions, and configure the high-level permission rules for Solvers and Submitters.
File Reference: manage_support_queues - administration.php
