osTicket Configuration

In the previous tutorial I INSTALLED osTicket. In this tutorial I will go through the steps to configure and setup osTicket.

Technologies and Environments Used

• PHP
• osTicket (Help Desk Ticketing System)

Main Steps

Configure roles in the admin panel.

Admin Panel > Agents > Roles

(NOTE: To switch between the admin and agent panel look at the top of the page. If it reads Admin panel it means you are in the Agent panel. If it reads Agent panel then you are in the Admin panel.)

Configure the Departments

Admin Panel > Agents > Departments > Type: System administrators for department name

Configure Teams

Admin Panel > Agents > Teams > Add Teams(create Level I Support and Level II Support)

Name the team

Add member(s)

Allow anyone to create tickets

Admin Panel > Settings > User Settings

Check the box to Require Registration and login to create tickets

Configure Agents (these are the workers who will work the tickets)

Admin Panel > Agents > Add New

Set the Agent password

and set the department > check permissions > add teams

Create new user(Customers who can create a service ticket request)

Agent Panel > Users > Add User

Configure SLA (Service Level Agreements)

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

create four topics

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

Thank you for reading!