After installation, let's make sure it is configured properly to manage roles, departments, teams, tickets, agents, users, SLAs (Service Level Agreements), and help topics. Let's get started with easy-to-follow steps.
- Microsoft Azure (Virtual Machines: Windows 10 recommend for this guide)
- RD Client
- osTicket System Software
- Windows 10 Pro
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Go to the Admin Panel on the top right menu. (Note: You may/may not know which panel you are in, make sure if you click 'Admin', you're in the Admin Panel. Same goes to Agent Panel.)
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Navigate to Agents and select Roles.
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Create a Supreme Admin role and select every options and save.
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In the Admin Panel, go to Agents and click on Departments.
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Set up a System Administrator department.
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While you're still in the Admin Panel, hover back to Agents tab and choose Teams.
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Create teams named Level I Support and Level II Support.
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In the Admin Panel, select Settings and choose User Settings.
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Enable Registration Required to ensure users must register and log in to create tickets.
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Within the Admin Panel, under Agents, click on Add New.
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Add agents like "Jane" and "John" and create their logins (username and password, something easy as purpose for this tutorial).
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Visit the Agent Panel and go to Users, then click Add New. (Note: you're creating customers users as an experience in order to place tickets in the osTicket.)
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Add users such as "Karen" and "Ken." Create their logins also.
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From the Admin Panel, head to Manage and select SLA.
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Set up SLAs rules like "Sev-A" (1 hour, 24/7), "Sev-B" (4 hours, 24/7), and "Sev-C" (8 hours, business hours).
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Lastly, go to the Admin Panel, click Manage, and choose Help Topics.
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Create topics such as "Business Critical Outage," "Personal Computer Issues," "Equipment Request," and "Password Reset."
By following these straightforward steps, you've successfully configured your portfolio to manage roles, departments, teams, tickets, agents, users, SLAs, and help topics. Your setup is now ready to serve your needs effectively.