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?Some definitions:Incident
mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">Something
is broken or about to break.
mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">Repair
Calibri;mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">as
quickly as possible.
mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">Open
mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">incidents
are measured against SLAs.
mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">Highest
Calibri;mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">Priority
Problem
mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">Underlying
“root-cause.”
mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">Remains
Calibri;mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">open
until underlying issue is resolved.
mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">Open
mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">Problems
are not measured against SLAs.
mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">Creates
Calibri;mso-fareast-font-family:+mn-ea;mso-bidi-font-family:+mn-cs;mso-ascii-theme-font:
minor-latin;mso-fareast-theme-font-fareast;mso-bidi-theme-font-bidi;
color;mso-color-index;mso-font-kerning.0pt;language-US;
mso-style-textfill-type;mso-style-textfill-fill-themecolor;
mso-style-textfill-fill-color;mso-style-textfill-fill-alpha.0%">“work-arounds.”
Request
font-family;mso-ascii-font-family;mso-fareast-font-family:+mn-ea;
mso-bidi-font-family:+mn-cs;mso-ascii-theme-font-latin;mso-fareast-theme-font:
minor-fareast;mso-bidi-theme-font-bidi;color;mso-color-index;
mso-font-kerning.0pt;language-US;mso-style-textfill-type;
mso-style-textfill-fill-themecolor;mso-style-textfill-fill-color;
mso-style-textfill-fill-alpha.0%">Routine pleas for help – but nothing is
broken.
font-family;mso-ascii-font-family;mso-fareast-font-family:+mn-ea;
mso-bidi-font-family:+mn-cs;mso-ascii-theme-font-latin;mso-fareast-theme-font:
minor-fareast;mso-bidi-theme-font-bidi;color;mso-color-index;
mso-font-kerning.0pt;language-US;mso-style-textfill-type;
mso-style-textfill-fill-themecolor;mso-style-textfill-fill-color;
mso-style-textfill-fill-alpha.0%">These include items like “can
you tell me Joe Blow’s phone number”, “can you unlock my account”, and “will
you reset my password.”
