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Ticket Scenarios

Overview

Five practical support incidents were created and resolved through the osTicket Service Desk environment.

The scenarios were selected to represent common Level 1 IT Support requests and, where possible, were reproduced on an actual Windows workstation.

Each ticket followed the same general support methodology:

Ticket → Triage → Assignment → Investigation → Diagnosis → Resolution → Verification → Documentation → Customer Communication → Closure

The scenarios demonstrate different areas of technical support, including Windows troubleshooting, network diagnostics, application permissions, and operating system configuration.

Completed Support Cases

Ticket| Incident| Category| Primary Skill

795308| Connected to Wi-Fi but No Internet Access| Network| DNS/network diagnostics

354151| Black Screen After Login| Software| Windows shell troubleshooting

582292| Zoom Microphone Access Issue| Software| Application permissions

506980| Amharic Keyboard Layout Setup| Software| Windows configuration

Troubleshooting Approach

Each incident was handled using a structured approach rather than immediately applying a possible fix.

Identify

Understand the user's reported symptoms and establish what is actually failing.

Reproduce

Where practical, reproduce the issue on the test workstation to confirm the reported behavior.

Investigate

Gather relevant technical information through Windows settings, application behavior, or diagnostic commands.

Diagnose

Use the collected evidence to identify the most likely root cause.

Resolve

Apply a targeted and controlled fix.

Verify

Repeat the relevant test to confirm that the original problem has been resolved.

Document

Record the investigation, findings, root cause, resolution, and verification in the ticket.

Communicate

Provide the user with a clear explanation of the resolution.

Close

Close the ticket after successful verification.

Evidence Based Troubleshooting

An important principle demonstrated throughout the project was the separation of symptoms, evidence, diagnosis, and resolution.

For example, a user reporting that they cannot access the Internet does not automatically mean that the Wi-Fi connection has failed.

The technician must determine whether:

  • The device is connected to the network.
  • The workstation has a valid IP configuration.
  • The default gateway is reachable.
  • DNS resolution is working.
  • External connectivity is available.

This approach prevents technicians from applying fixes based solely on assumptions.

Portfolio Evidence

Each ticket page contains:

  • User reported issue
  • Initial assessment
  • Diagnostic process
  • Evidence collected
  • Root cause
  • Resolution
  • Verification
  • Customer communication
  • Internal documentation

The individual ticket pages provide the detailed technical evidence for each case.