---
type: source
title: URZ: Creating a Ticket in the Groupware Ticket System
tags: [support, groupware, ticketsystem, urz]
related: [ticketsystem, groupware, universitatsrechenzentrum-urz, groupware-ticketsystem-usage]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_dienste_webdienste_groupware_module_ticketsystem_ticket_ers.md"]
---

# URZ: Creating a Ticket in the Groupware Ticket System

This source provides operational instructions for using the ticket system module within the university's Groupware platform to request support from the Universitätsrechenzentrum (URZ).

## Key Information
- **Purpose**: 
    - To submit and track support requests for Campus-IT (URZ central services).
    - Primary digital interface for reporting problems related to [[campus-it]].
- **Support Channels**:
    - **Digital/Ticket System**: Integrated into [[groupware]].
    - **Telephone/Hotline**: Available at extension **1420**.
- **Automation**: Customer data is automatically populated from the authenticated user's profile.

## Ticket Creation Process
1. **Access**: Navigate to/select the Ticket module within [[groupware]].
2. **Initiation**: Click the **"+" (Add)** button in the top function bar.
3. **Form Completion**:
    - **Customer Data**: Automatically populated from the authenticated user's profile.
    - **Subject**: Required field/title for the request.
    - **Type/Department**: Selection of the target department/support team for the request.
    - **Priority**: Defaults to 'Normal'.
    - **Message**: Detailed description of the problem.
    - **Attachments**: Optional files can be attached/uploaded to the request.
4. **Confirmation**: Upon saving, the user receives an automated confirmation email.

## Ticket Lifecycle and Management
- **Tracking**: Users can monitor the processing status of their tickets in the overview.
- **Communication**: Additional messages can be sent via the "New Message" function, which are then appended to the message log/chronological message protocol.
- **Constraints/Restrictions**: Once a ticket is created, it **cannot be deleted** by the user (users are prohibited from deleting tickets).