Body
Welcome to the IT Ticketing Environment created for Cybersecurity students. This system replicates a real university IT service desk and will allow you to practice handling, assigning, and resolving support tickets.
Assigned Groups
Each student has been assigned to one of the following IT groups at random:
- Classroom Technology
- Desktop and Field Services
- Google Workspace Support
- IT Help Desk
- IT Security Office
- Network Engineering
- WebCampus Support
You will work tickets as if you are part of that team.
Training Videos
Please review these short videos to understand the basics of the system:
These will help you understand how tickets are structured and the steps involved in processing them.
Signing In
Access the ticketing environment here: IT Ticketing Sandbox Login
Once signed in, you will land on the Dashboard:
- Left Side: Tickets currently assigned to you or your team.
- Right Side: Unassigned tickets waiting to be routed.
Ticket Handling
- Unassigned Tickets: Assign them to the correct team based on the ticket details.
- Assigned Tickets: Work the ticket through resolution, document your actions, and close it once complete.
Expectations
- Check your assigned queue regularly.
- Communicate clearly within tickets (all updates are part of the record).
- Close tickets only when the issue has been fully addressed.
This exercise will give you practical experience in service desk operations, teamwork, and ticket lifecycle management.