---
type: concept
title: Ticket Creation Workflow
tags: [support, process, groupware]
related: [ticketsystem, groupware]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_dienste_webdienste_groupware_module_ticketsystem_ticket_ers.md"]
---

# Ticket Creation Workflow

The **Ticket Creation Workflow** is the standardized process for submitting a support request to the [[universitatsrechenzentrum-urz]] via the [[ticketsystem]].

## Process Steps
1. **Authentication**: The user logs into [[groupware]], which ensures that customer identity data is automatically linked to the ticket.
2. **Initiation**: The user accesses the Ticket module and selects the **"+" (Add)** action.
3. **Categorization**: The user defines the **Subject**, selects the appropriate **Type or Department**, and assigns a **Priority**.
4. **Documentation**: The user provides a detailed problem description in the **Message** field and attaches any necessary supporting files.
5. **Submission**: The ticket is saved, triggering an automated confirmation email to the requester.
6. **Monitoring**: The user tracks the status of the request via the ticket overview.
7. **Iteration**: If further information is needed or provided, the user employs the "New Message" function to update the ticket's communication log.

## Key Constraints
- **Immutability of Existence**: Once submitted, a ticket cannot be deleted by the user, ensuring a permanent record of the support request for the URZ.
