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

# Groupware Ticket System Usage

The **Groupware Ticket System** is the centralized digital workflow used by members of the Universität Greifswald to request technical support for [[campus-it]] services from the [[universitatsrechenzentrum-urz]].

## Ticket Creation Workflow
To initiate a support request, users must authenticate into [[groupware]] and navigate to the Ticket module. The process involves:
- **Initiation**: Clicking the "+" (Add) icon.
- **Categorization**: Assigning a **Subject**, selecting the appropriate **Department/Type**, and setting a **Priority** (default is 'Normal').
- **Documentation**: Providing a detailed problem description in the **Message** field and attaching relevant files if necessary.
- **Automatic Data Entry**: The system automatically links the ticket to the authenticated user's profile, eliminating the need for manual entry of customer data.

## Ticket Lifecycle and Tracking
Once a ticket is submitted, the system manages the interaction as follows:
- **Confirmation**: An automated email is sent to the user confirming the ticket's creation.
- **Status Monitoring**: Users can track the current processing status of their request via the Groupware overview.
- **Communication Log**: Users can append further information or respond to URZ staff using the "New Message" function. All interactions are stored in a chronological message protocol.
- **Immutability**: For auditing and tracking purposes, users cannot delete tickets once they have been submitted.

## Alternative Support
For urgent issues or those not suitable for digital ticketing, the URZ provides a telephone hotline at extension **1420**.
