---
type: concept
title: Ticket-based Support Workflow
tags: [support, communication, it-service]
related: [ticketsystem]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_dienste_webdienste_groupware_module_ticketsystem_ticket_ant.md"]
---

# Ticket-based Support Workflow

A **Ticket-based Support Workflow** is a structured method of communication used by the [[universitatsrechenzentrum-urz]] to manage IT requests and issues. Instead of direct email correspondence, requests are encapsulated in "tickets" that track the history and status of an issue.

## Characteristics of the URZ Implementation
- **Centralized Tracking**: All interactions are logged within the [[ticketsystem]] module of the [[groupware]] platform.
- **One-Way Email Notifications**: The system utilizes email as a notification layer to alert users of updates, but it does not function as a bidirectional communication channel.
- **Interface-Driven Interaction**: To maintain the integrity of the ticket history and ensure support staff receive updates, all replies must be submitted through the system's internal "New Message" function.
