osTicket - Post-Installation Setup

This tutorial outlines the post-installation setup of osTicket. This setup includes creating agents, users, departments, teams, and roles. Different types of SLA's will be configured as well that outlines the ranges in severity of the tickets we will be creating.

Environments and Technologies Used

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

Operating Systems Used

• Windows 10 (version 22H2)

List of Prerequisites

• Microsoft Web Platform Installer
• OsTicket V1.15.8
• HeidiSQL

Installation Steps

Overview

1. Sign into osTicket as a agent.

2. Configure roles within osTicket: Admin Panel -> Agents -> Roles and Supreme Admin

3. Configure Departments: Admin Panel -> Agents -> Departments

4. Configure Teams: Admin Panel -> Agents -> Teams

5. Allow anyone to create tickets: Make sure "Registration Required" section remains unchecked. Admin Panel -> Settings -> User Settings

6. Configure Agents (workers): Admin Panel -> Agents -> Add New

7. Configure Users (customers): Agent Panel -> Users -> Add New

8. Configure SLA: Admin Panel -> Manage -> SLA

9. Configure Help Topics: Admin Panel -> Manage -> Help Topics

10. Congratulations! Now you have learned how to create both users, departments, and tickets on osTicket.