---
type: source
title: Groupware Module: Ticket System
tags: [support, groupware, urz]
related: ["groupware-ticketsystem", "ticketsystem", "groupware", "universitatsrechenzentrum-urz"]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_dienste_webdienste_groupware_module_ticketsystem.md"]
---

# Groupware Module: Ticket System

This source describes the ticket system integrated into the university's Groupware platform, which serves as the primary mechanism and interface for submitting and tracking support requests to the Universitätsrechenzentrum (URZ) and other university departments.

## Key Information
- **Purpose**: To provide a structured way for the direct submission of support requests to relevant institutions or departments and to track their progress.
- **Communication**: Users are notified of progress via email.
- **Preferred Contact**: The URZ explicitly requests that users use the ticket system instead of telephone inquiries to optimize processing.
- **Support Channels**:
    - **Ticket System**: Primary method for Campus-IT problems.
    - **Fallback/Hotline**: A support hotline is available at extension **1420**.

## Module Structure
The ticket system interface is organized into five functional areas:
1. **General Functions**: Used for opening tickets and refreshing the view; deletion is generally not possible.
2. **Type Lists**: Categories for requests; users select the most appropriate category for their issue and can hover over categories for descriptions.
3. **Status**: Filters for the ticket list (Open, In Progress, Closed, Waiting).
4. **Your Tickets**: A list of tickets filtered by the selected category.
5. **Ticket Details**: Detailed and comprehensive information about a specific selected ticket or process.

## Ticket Statuses
- **Offen (Open)**: No staff member has started processing the request.
- **In Bearbeitung (In Progress)**: The request is currently being handled.
- **Geschlossen (Closed)**: The request has been completed.
- **Wartend (Waiting)**: A special status that prevents the ticket from automatically closing after 7 days of user inactivity.