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This tutorial outlines the prerequisites and installation of the open-source help desk ticketing system osTicket.

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osTicket - Prerequisites and Installation

This tutorial outlines the prerequisites and installation of the open-source helpdesk 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 Installation Files

Installation Steps

Step 1: Connect to Your Virtual Machine with Remote Desktop

  • If you need help connecting to your virtual machine, please see my tutorial here

Step 2: Install and Enable Internet Information Services (IIS) in Windows

  • At the bottom left, search for Control Panel
  • Underneath Programs, select Uninstall a Program
  • On the left side of the screen, select Turn Windows Features On or Off
  • Select Internet Information Services (IIS), and select OK

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Step 3: Download, Install, and Open the Web Platform Installer

  • osTicket Installation Files link
    • Download Web Platform Installer > select Download Anyway > at the top right, select Open File
    • Follow the prompt to install Web Platform Installer
    • Open the Web Platform Installer

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  • Once Web Platform Installer is open, go to the top right of the screen and search for MySQL 5.5
  • Go to MySQL Windows 5.5 and click Add
  • Go to the top right again and search for PHP
    • Adjust the list to Sort by "name"
  • Add all simple versions of x86 PHP up until 7.3
  • Select Install at the bottom of the screen and it will tell you to create a username and password to complete the installation

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  • Username: root
  • Password: Password1
  • Follow the prompt to complete the installation
  • You might get a message stating that "some products have failed to install"
    • Ignore that message and select Finish
  • Download and install the following from within the lab files: link
    • PHP Version 7.3.8
    • PHP Manager 1.5.0 for IIS 10
    • Microsoft Visual C++ 2009 Redistributable Package

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Step 4: Install osTicket v1.15.8

  • Download osTicket (download from within lab files: link)
  • Right-click on the file and select Extract All
    • Open the new osTicket folder
      • Copy the Upload folder into C:\inetpub\wwwroot
      • Rename “Upload” to “osTicket”

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Step 5: Restart the IIS Server

  • Search for Internet Information Services (IIS) and select Open
    • Select Restart on the right-hand side
  • On the left side of the screen, select Virtualmachine > Sites > Default Website > osTicket
  • On the right side of the screen, click “Browse *:80”
    • This should open osTicket in your web browser
  • Before continuing, head back to IIS
  • Open IIS

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Step 6: Enable Extensions in IIS

  • Go back to IIS > Sites > Default Web Site > osTicket
  • Double-click PHP Manager
  • Click “Enable or Disable an Extension” at the bottom of the screen under PHP Extensions
  • Right-click and enable the following
    • php_imap.dll (Might be already enabled)
    • php_intl.dll
    • php_opcache.dll

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Step 7: Refresh the osTicket Site in Your Browser

  • Refresh the osTicket site adn observe the change
    • Intl Extension should now have a green checkmark next to it

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Step 8: Rename

  • Open Windows Explorer and select C: > inetpub > wwwroot > osTicket > include
    • Rename the following file:
      • From: ost-SAMPLEconfig.php
      • To: ost-config.php

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Step 9: Assign Permissions to ost-config.php

  • Right-click ost-config.php
  • Open Properties > Security > Advanced > Permissions
  • Select Disable Inheritance > Remove all inherited permissions from this object

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  • Afterwards, select Add > select Principal > type in "everyone" > select Check Names > select OK
    • Allow everyone full control (check all boxes) > Select apply > OK

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Step 10: Continue Setting Up osTicket in Browser

  • Go back to the browser and click Continue
    • Name: Helpdesk
    • Email: whichever email you want
    • First Name: your first name
    • Last Name: your last name
    • Email Address: whichever email you want (needs to be different from the Helpdesk's default email)
    • Username: user_admin
    • Password: Password1

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Step 11: Download and Install HeidiSQL

  • Head to osTicket Installation Files link
    • Download and install HeidiSQL
  • Open HeidiSQL > Select "New" at the bottom-left corner of the screen
    • User: root
    • Password: Password
  • Select Open
  • On the left side, right-click Unnamed > select Create New > Database
  • Name it “osTicket” and select OK

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Step 12: Continue Setting Up osTicket by Filling Out the Fields

  • Go back to the browser
    • MySQL Database: osTicket (the one you just created in HeidiSQL)
    • MySQL Username: root
    • MySQL Password: Password1
    • Finally, click Install Now

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🎉Congratulations! You have sucessfully installed osTicket adn all of its pre-requisite files!🎉

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Tips!

Step 13: Post-Intallation Cleanup

  • Go to C: > inetpub > wwwroot > osTicket > Setup
    • Delete the contents in the Setup folder
    • Afterwards, delete the Setup folder
  • Go to C: > Inetpub > wwwroot > osTicket > Include
    • Right-click on ost-config.php
    • Select Securities > Advanced > Click on "everyone" > edit to change permissions
    • Allow everyone to only have "Read and execute" permission, then select OK > Apply > OK

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Click here to move on to part 2 of this tutorial!

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This tutorial outlines the prerequisites and installation of the open-source help desk ticketing system osTicket.

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