---
type: entity
title: Ticketsystem
tags: ["support", "helpdesk", "groupware", "software", "tool", "urz"]
related: [groupware, universitatsrechenzentrum-urz]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_dienste_webdienste_groupware.md", "output/rz_uni_greifswald_de_dienste_webdienste_groupware_module_ticketsystem.md", "output/rz_uni_greifswald_de_dienste_webdienste_groupware_module_ticketsystem_ticket_ant.md", "output/rz_uni_greifswald_de_dienste_webdienste_groupware_module_ticketsystem_ticket_ers.md"]
---

# Ticketsystem

The **Ticketsystem** (also referred to as the **Ticket System**) is a specialized support module integrated into the [[groupware]] platform. It is used by the [[universitatsrechenzentrum-urz]] and other university departments to manage and track support requests for Campus-IT central services, serving as the primary digital and asynchronous interface for users to contact the URZ.

## Role in Support
The system functions as the formal intake mechanism for technical issues, allowing the URZ to route requests to the correct department and resolve them systematically. It is the preferred channel for reporting "Campus-IT" problems.

### Alternative Support
For urgent or synchronous assistance, or issues not suitable for a ticket, the URZ provides a telephone hotline at extension **1420**. To optimize the handling of user inquiries, the URZ encourages the use of the Ticket System over this telephone hotline.

## Functionality
The system transforms support requests into digital records called "tickets," which provide the following benefits:
- **Transparency**: Users can view the current processing status of their requests at any time in the system overview.
- **Notifications**: Automatic email updates are sent to the user as the request progresses and when support staff respond; a confirmation email is automatically sent upon successful ticket submission.
- **Categorization**: Requests are organized by "Types" (categories) to ensure they reach the correct department.

### Ticket Creation
Users initiate requests by clicking the **"+" (Add)** button within the module. The system automatically populates customer data based on the user's authenticated profile. The following fields are available:
- **Subject**: A brief summary of the issue.
- **Type/Department**: Used to route the ticket to the appropriate URZ team.
- **Priority**: Allows users to indicate urgency (default is 'Normal').
- **Message**: A detailed description of the technical problem.
- **Attachments**: Support for uploading relevant files.

## Operational Workflow

### Communication and Constraints
- **Interaction**: Interaction is handled through a ticket-based system and a message log. To respond to a support agent or add follow-up information, users must use the "Neue Nachricht" (New Message) function inside the ticket.
- **Email Limitation**: The ticket system does **not** support incoming email replies. Any response sent via email to a notification will not be recorded in the ticket.
- **Deletion Limitation**: Users cannot delete tickets once they have been created.

### Ticket Statuses
Tickets move through a specific lifecycle:
- **Offen (Open)**: The request has been received, but no staff member has started processing it.
- **In Bearbeitung (In Progress)**: The request is currently being handled by staff.
- **Geschlossen (Closed)**: The request has been completed.
- **Wartend (Waiting)**: A special state used to prevent the system from automatically closing the ticket.

## System Interface
The module consists of five main areas:
- **General Functions**: For opening tickets and refreshing the view.
- **Type Lists**: For selecting the appropriate category for the request.
- **Status Filter**: To filter tickets by their current state.
- **Ticket List**: Displays tickets belonging to the selected category.
- **Ticket Details**: Provides full information on a specific support case.