osTicket - Post Installation

This technology implementation outlines the post-installation of the open-source help desk ticketing system osTicket.

Description

This project consists of a simple use of OsTicket & its different configurations of what was used & learned throughout this lab using Microsoft Azure. Roles were made for the project, so agents may be assigned to departments to have responsibilities for particular teams. SLAs helped with upcoming tickets for the severities of a business impact level from A to C. Help topics were then made, along with business tickets, to understand the requirements for issues of end users throughout this project lab.

Environments and Technologies Used

• Microsoft Azure (Virtual Machines/Computer)
• Remote Desktop
• Internet Information Services (IIS)
• Localhost/OsTicket

Operating Systems Used

• Windows 10 (21H2)

List of Implementation of Osticket

• Configure Roles
• Configure Departments
• Configure Agents/ Team Members
• Configure SLA
• Configure Help Topics, Tickets, & Replies.

Implementation Examples

Constructing new "roles" within the Admin Panel, e.g. Supreme Admin.

Configuring "departments" through System Administrators.

Creating new "agents" to fulfill certain roles.

Adding new SLA Plans, e.g. severity rating from A-C, alongside a grace period & schedule.

Adding help topics & opening up new tickets with issue summaries and a reply.