About Qisutu

Qisutu is a self-hosted open-source ticket system based on Perl/CGI and MariaDB or MySQL. The browser-based application provides separate workspaces for agents, administrators, and customers.

Overview

This page explains how to use About Qisutu and its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

  1. Process tickets through the web interface and by email. Open the existing record, change only the required fields, and check dependent assignments before saving.

  2. Use the agent and customer portals. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  3. Use the knowledge base, CMDB, reports, and automations. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  4. Connect external applications through the REST API. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  5. Extend the feature set with independent add-ons. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

  • Visible menu items and actions depend on the signed-in agent’s group and program permissions.

  • Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

  • After making changes, test at least one realistic use case with a user in the affected role.