osTicket - Post-Install Configuration

This tutorial outlines the post-install configuration of the open-source help desk ticketing system osTicket.

Environments and Technologies Used

• Microsoft Azure (Virtual Machines/Compute)
• Remote Desktop
• Internet Information Services (IIS)

Operating Systems Used

• Windows 10 (21H2)

Post-Install Configuration Objectives

• Configuring roles
• Defining SLAs 2
• Allow anyone to create tickets
• Creating teams
• Creating departments

Now that we have osTicket installed let's configure it for our organization.

Configure Roles

Admin Panel -> Agents -> Roles then add a new role and assign the proper permissions

• Supreme Admin

Configure Departments

Admin Panel -> Agents -> Departments

• System Administrators

Configure Teams

Admin Panel -> Agents -> Teams

• Level I Support
• Level II Support

Allow anyone to create tickets

• Admin Panel -> Settings -> User Settings
• Registration Required: Require registration and login to create tickets

Configure Agents (workers)

Admin Panel -> Agents -> Add New

• Jane
• John

Configure Users (customers)

Agent Panel -> Users -> Add New

• Karen
• Ken

Configure SLA

Admin Panel -> Manage -> SLA

• Sev-A (1 hour, 24/7)
• Sev-B (4 hours, 24/7)
• Sev-C (8 hours, business hours)

Configure Help Topics

Admin Panel -> Manage -> Help Topics

• Business Critical Outage
• Personal Computer Issues
• Equipment Request
• Password Reset