User Guide

Introduction to DSDRA-IT-SUPPORT

DSDRA-IT-SUPPORT is an open-source ticketing system that allows you to manage support requests efficiently. This guide is intended for basic users who need to submit and track tickets.

Access to DSDRA-IT-SUPPORT

Steps to access the system:

  1. Open a web browser and enter the DSDRA-IT-SUPPORT URL  provided by your administrator.
  2. Click on "Login" Press the "Login with Institutional Login" button 
  3. Alternatively, you can use a local account (subject to registration by the operators).

Creating a Ticket

To open a new ticket:

  1. After logging in, click Open a new ticket .
  2. Fill in the required fields:
  • Name and Surname
  • Email (to receive ticket updates)
  • Department (choose the relevant department)
  • Subject (short description of the problem)
  • Message (detailed description of the problem)

  • If necessary, attach files (screenshots, documents, etc.).
  • Click Submit.

    • After submitting, you will receive a confirmation with a ticket number to track your request.

    Ticket Consultation

    To check the status of submitted tickets:

    1. Log in to osTicket.
    2. Click on My Tickets .
    3. View the list of open, in progress, or closed tickets.
    4. To see details, click on a specific ticket.

    Updating a Ticket

    If you would like to add additional information to an open ticket:

    1. Open the ticket from the My Tickets section .
    2. Write a new message in the reply section.
    3. Attach additional files if needed.
    4. Click Submit Update .

    Closing a Ticket

    When the problem has been solved:

    1. Open ticket.
    2. Click Close Ticket .
    3. Confirm closure.

    If necessary, you can reopen the ticket.