osTicket - 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

• Configure Roles
• Configure Departments
• Configure Teams
• Allow anyone to create tickets
• Allow anyone to create tickets
• Configure Users (customers)
• Configure SLA
• Configure Help Topics

Configuration Steps

Configure Roles

• Admin Panel -> Agents -> Roles
• Supreme Admin

Configure Departments

• Admin Panel -> Agents -> Departments
• System Administrators

Configure Teams

• Admin Panel -> Agents -> Teams

  i. Level I Support

  ii. 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

  i. Jane Doe

  ii. John Doe

Configure Users (customers)

• Agent Panel -> Users -> Add New

  i. Karen

  ii. Ken

Configure SLA

• Admin Panel -> Manage -> SLA

  i. Sev-A (1 hour, 24/7)

  ii. Sev-B (4 hours, 24/7)

  iii. Sev-C (8 hours, business hours)

Configure Help Topics

• Admin Panel -> Manage -> Help Topics

  i. Admin Panel -> Manage -> Help Topics

  ii. Personal Computer Issues

  iii. Equipment Request

  iv. Password Reset