osTicket - Prerequisites and Installation

This tutorial outlines the prerequisites and installation 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 Subscription
• Remote desktop access
• Prerequisite software

Operating System Used

- Windows 10 (22H2)

High-Level Steps

• Step 1: Remote desktop into the VM
• Step 2: Install / Enable IIS in Windows WITH CGI and Common HTTP Features, AND IIS Management Console
• Step 3: Download and install PHP Manager for IIS
• Step 4: Download and install rewrite_amd64_en-US.msi
• Step 5: Download php-7.3.8-nts-Win32-VC15-x86.zip
• step 6: Download and install VC_redist.x86.exe
• step 7: Download and install mysql-5.5.62-win32.msi
• step 8: Open IIS as an Admin, register PHP from within IIS
• step 9: Install osTicket v1.15.8
• step 10: Enable extensions
• step 11: Rename ost-config.php, then assign permissions
• step 12: Continue Setting up osTicket in the browser
• step 13: Download Heidi SQL (HeidiSQL_12.3.0.6589_Setup.exe)
• step 14: Congratulations,it's is installed
• step 15: Delete: C:\inetpub\wwwroot\osTicket\setup, set Permissions to “Read” only

Installation Steps

After connecting to the VM using RDP simply go to control panel, programs, and features and double click turn Windows features on or off. Then enable Internet Information Services (IIS), go to Application development features, and check the GCI box and common HTTP features. Then go to Internet Information Services, Web Management Tools, IIS Management Console, and check IIS management box.

Now you have to download all the pre req files. Download PHPManagerForIIS_V1.5.0.msi for IIS, download rewrite_amd64_en-US.msi, first create a new directory in the C: drive called PHP then download php-7.3.8-nts-Win32-VC15-x86.zip and unzip contents into C:\PHP , and download VC_redist.x86.exe.

Due to browser limitations, you may be unable to download the php-7.3.8-nts-Win32-VC15-x86.zip file. A workaround for this would be to trust the download and press keep anyway. If that doesn't work you may have to download google chrome and download it within there.

The next step is to install the MySQL-5.5.62-win32.msi file. set it to typical install, Launch Configuration Wizard (after installation) choose the standard configuration, then choose a new root password and make sure to remember it.

Now open IIS as an Admin. Then double click on PHP manager, then click register new php version and click on the 3 dots and go to the C/:Drive PHP folder that we made previously then click php-cgi. Then restart the server so as not to run into any problems in the future.

Now Install OsticketosTicket (osTicket v1.15.8) once it's installed go to the osTicket download extract and copy the “upload” folder to c:\inetpub\wwwroot then within c:\inetpub\wwwroot, Rename “upload” to “osTicket” once that's completed restart IIS.

once that's completed restart IIS. then go to sites -> Default -> osTicket then on the right side of the IIS window click “Browse *:80” if you did everything correctly the osTicket webpage will pop up. if not completed correctly you will get a web page that says error 404. If you get an error you may have to restart the project or re-trace your steps to figure out what you did wrong.

Now we have to enable some of the extensions that have an "X" next to them.

To do this go back into IIS and go to sites -> Default -> osTicket, double-click PHP Manager-> click “Enable or disable an extension -> Enable: php_imap.dll, Enable: php_intl.dll and Enable: php_opcache.dll. Then refresh the osTicket site in your browser, observe the changes

go to C:\inetpub\wwwroot\osTicket\include\ost-sampleconfig.php then rename "sampleconfig.php" to "ost-config.php"

Now we need to assign permissions for the ost-config.php. left click on ost-config.php and go to properties, security then click advanced. Disable inheritance -> Remove All.

now click Add -> select principle -> type Everyone under "enter the object name to select"-> then choose Full Control for basic permissions then click ok and apply

Now go back to the browser and continue setting up osTicket. Click continue to create a help desk name and an email that will receive emails from customers. Make sure to remember passwords, emails, and names used in the osTicket setup.

Install HeidiSQL. Create a new session ->root ->Use the same password of MYSQL and click Open. Connect to the session, right-click Unnamed ->Create new, Create a database called “osticket” Create a new database Name: "osticket" Write down the Database just created "osticket" into "osTicket System Installer" Make sure you use the same user and password of MYSQL and click Install Now. wants that's completed correctly you should get a screen that says congratulations

Now we need to clean up. Delete C:\inetpub\wwwroot\osTicket\setup. then set the permissions of ost-config.php(C:\inetpub\wwwroot\osTicket\include\ost-config.php) to read only.

once that's done try and sign in to osTicket using the account you recently created. If you were able to sign in congratulations you have completed the installation of osTicket software on to your computer.