- Microsoft Azure (Virtual Machines/Compute)
- Remote Desktop
- Internet Information Services (IIS)
- Windows 10 (21H2)
- Configure Roles
- Configure Teams and Departments
- Configure Agents
- Configure SLA's (Service Level Agreements)
- Create Help Topics
- To configure roles, go to: Admin Panel > Agents > Roles. Add role. Name it and enable all ticket permissions.
- Go to Admin Panel > Agents > Departments, Name the department and select a manager.
- Click "Creat Dept".
- Next, go to Admin Panel -> Agents -> Teams.
- Select "Add team".
- Name it "Level II Support" and add member by clicking on "Members" tab.
- Go to Admin Panel > Settings > User Settings to make sure that the registration required box is not checked.
- Go to Admin Panel -> Agents and click "Add new agent".
- Create name and email.
- Press the set password button.
- Deselect the "Send the agent a password reset" box and create a password.
- Deselect the "require password change" box and press "set".
- Click on "Access" tab and select "System Administrators".
- Also select the created department. In extended access below, select the department and add "support" department as well.
- Next, click on "teams" tab and select the created team.
- Click "Create".
- Add another agent with limited permissions.
- To create users, go to Agent Panel > Users > and click on "Add user".
- Create name, email and password.
- Click "Add User".
- Go to Admin Panel > Manage > SLA and click "add new SLA plan".
- Place these settings for Sev-A: (1 hour, 24/7).
- Sev-B will be (4 hours, 24/7)
- Sev-C will be (8 hours, Monday - Friday).
- Go to Admin Panel > Manage > Help Topics and click "Add help topic".
- Title the first one "Business Critical Outage", the second "Personal Computer Issues", the third "Equipment Request", and lastly "Password Reset".
- Log into the user portal of osTicket at: http://localhost/osTicket/.
- Use a created user to create tickets.