How to use this
- Start with the queue. Tickets that are not finished are listed first, with the one closest to its due time (or most overdue) at the top.
- Click a ticket to open it on the right. Press Esc or choose Close to go back to the list.
- Change what has changed. Set the status, priority or assignee, then Save. To resolve or close a ticket, write a short resolution first. The box appears when you pick Resolved or Closed.
- Write notes as you work. Everything you change is also added to the ticket's log automatically.
- Narrow the list with the search box, or open Filters for category, priority, assignee and overdue. Overview has the numbers.
Words you will see
- SLA
- The time a ticket is allowed to stay unresolved. Here: Critical 4 hours, High 8, Medium 24, Low 72. This is a sample policy I chose, not a real company's.
- Due
- When the SLA runs out. Past that, the ticket is overdue.
- Status
- Open, In Progress, Waiting on User, Resolved or Closed.
- Assignee
- The technician who owns the ticket.
- Log
- The history of notes and changes on a ticket.
Why I built this
I wanted to understand what a help desk does with a request from the moment it arrives to the moment it is closed, not only use a ticketing system. So I built a small one: create a ticket, give it an owner and a due time, write down what you tried, and record what fixed it.
All the tickets and names are made up by a script, and the due times follow a sample policy I picked. It is a demo, so the hosted copy forgets everything when it restarts.