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)

List of Prerequisites

• Microsoft Azure
• Virtual Machine
• osTicket

Good Things to Know

• Click on specific positions for a better understanding!
  • Roles
  • Departments
  • Teams
  • Agents
  • Users.
  • Service Level Agreement(SLA)

Installation Steps

Step 1: Open osTicket and log in using credentials from installation tutorial

• If you need help installing osTicket, please see my tutorial here

Step 2: Configure Roles

• Make sure you are in admin panel (check top right to see which panel you are in)
  • If the top right says "agent" you are in the admin panel
• Select the Agents tab -> Roles -> Add New Role
  • Name : Supreme Admin
  • Select Permissions tab and check every box under the "Tickets", "Tasks" and "Knowledgebase" section
• Select Add Role

Step 3: Configure Departments

• Make sure you are in admin panel (check top right to see which panel you are in)
• Select the Agents tab -> Departments -> Add New Department
  • Name: System Administrators
• Select Create Dept.

Step 4: Configure Teams

• Make sure you are in admin panel (check top right to see which panel you are in)
• Select the Agents tab -> Teams -> Add New Team
  • Name: Level II Support
• Go to members tab and select yourself in "Select Agent" dropdown menu
• Select create team.

Step 5: Allow anyone to create tickets

Make sure you are in admin panel (check top right to see which panel you are in)

• Select the Settings -> User Settings
  • Make sure box is unchecked:
    • Registration Required: Require registration and login to create tickets

Step 6: Configure Agents

• Make sure you are in admin panel (check top right to see which panel you are in)
• Select the Agents tab -> Add New Agents
  • Name: Jane Doe
  • Email : [email protected]
  • Username: jane.doe
  • Click set password and uncheck box that says "send the agent a password reset email
    • Set your password to anything you like
    • uncheck box that says "require password change at next login
    • Select set

• Select Access tab
  • Under Primary Department
    • Select department dropdown menu -> System Administrators
    • Select Role dropdown menu -> Supreme Admin
  • Extended Accesss
    • Select Department -> Support -> Add -> Supreme Admin
• Select Teams tab
  • Select team dropdown menu -> Level II Support
  • Select Add
• Select Create

• Create another agent and replace Jane with John.
  • Follow same steps as above except make some changes to Primary Department
    • Select department dropdown menu -> Support
    • Select Role dropdown menu -> View only
  • Extended Accesss
    • Select Department -> Support -> Save Changes

Step 7: Configure Users

• Make sure you are in Agent panel (check top right to see which panel you are in)
  • If the top right says "admin" you are in the agent panel

• Select Users tab to create user
  • Email Address: [email protected]
  • Full Name - Karen Karen
  • Select Add User

• Select user tab again to create another user
  • Email Address: [email protected]
  • Full Name - Ken Ken
  • Select Add User

Step 8: Configure Service Level Agreements (SLA)

• Make sure you are in admin panel (check top right to see which panel you are in)
• Select Manage tab -> SLA -> Add New SLA Plan (We are creating 3)
  • Name: SEV-A
  • Grace Period: 1
  • Schedule dropdown menu: 24/7
  • Select Add Plan

• Name: SEV-B
• Grace Period: 4
• Schedule dropdown menu: 24/7
• Select Add Plan

• Name: SEV-C
• Grace Period: 8
• Schedule dropdown menu: Monday - Friday 8AM - 5PM with U.S Holidays
• Select Add Plan

Step 9: Configure Help Topics

• Make sure you are in admin panel (check top right to see which panel you are in)
• Select Manage tab -> Help Topics -> Add New Help Topic (We will be adding 4)
  • Business Critical Outage
  • Personal Computer Issues
  • Equipment Request
  • Password Reset
• Select Add Topic for each topic

🎉Congratulations! You have set up osTicket succesfully!🎉 Click here to move on to the final part of this tutorial!