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

# Groupware Ticket System

The **Groupware Ticket System** is a specialized module within the [[groupware]] platform used by the [[universitatsrechenzentrum-urz]] and other university departments to manage support requests for [[campus-it]] and other institutional services.

## Operational Workflow
The system is designed to replace telephone-based support to optimize the processing of user inquiries. When a user submits a request, a "ticket" is created, and the user is notified of any progress via email.

### Interface Structure
The module is organized into five primary areas:
- **General Functions**: For ticket creation and view updates.
- **Type Lists**: Categorization of requests to ensure they reach the correct department.
- **Status Filter**: Allows users to filter their tickets by current state.
- **Ticket List**: Displays tickets based on the selected category.
- **Ticket Details**: Provides the full history and information for a specific case.

## Ticket Statuses
The system tracks the lifecycle of a request using the following statuses:
- **Open (Offen)**: Awaiting initial action by staff.
- **In Progress (In Bearbeitung)**: Currently being handled by a technician or administrator.
- **Closed (Geschlossen)**: The issue is resolved.
- **Waiting (Wartend)**: Used to suspend the automatic closure timer (which normally triggers after 7 days of user inactivity).

## Access and Support
While the ticket system is the preferred contact method, the URZ maintains a support hotline at extension **1420** for urgent or alternative needs.
