osTicket-Post-Installation-Configuration

osTicket - Post-Install Configuration

This tutorial outlines the post-install configuration of the open-source help desk ticketing system osTicket.

Video Demonstration

Environments and Technologies Used

• Microsoft Azure (Virtual Machines/Compute)
• Remote Desktop
• Internet Information Services (IIS)

Operating Systems Used

• Windows 10 (21H2)

Post-Install Configuration Objectives

• Log in to Admin Panel
• configure roles(user, Admin, guest etc)
• Help tickets

Configuration Steps

Roles encompass the permissions allocated to Agents based on the Departments they are authorized to access. Each Role is equipped with a specific set of permissions that can be tailored for a Role within their associated Departments. There is no limit to the number of roles that can be established and assigned to

Agents are granted access to the help desk platform with the specific purpose of responding to and resolving support tickets. When enrolling a new Agent into the help desk system, it's essential to assign them a Primary Department and designate a Primary Role for handling tickets and tasks directed to that department.

In osTicket, there's no limit to the number of SLA Plans or Service Level Agreements that can be created. The primary objective of an SLA Plan is to define a specific timeframe within which the help desk Administrator anticipates that tickets should be resolved or closed."