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osTicket - Prerequisites and Installation

This tutorial outlines the prerequisites and installation of the open-source help desk 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

  • In Azure create a virtual machine using windows 10
  • install/enable IIS in windows W/ CGI & Common HTTP Features
  • Install Files needed to run osTicket System
  • Register PHP from within IIS
  • Install osTicket system

Installation Steps

Log into Azure and create your resource group and virtual machine using windows 10 (2-4 virtual CPUS) and allowing the Virtual network to create a new Vnet. Name the Virtual Machine: Vm-osTicket create a username and password. I recommend writing it down or typing it in notepad and saving the information. Log in to your virtual machine via remote desktop.


Once logged into the virtual machine open the IIS system from the control pannel. once the control pannel is open go to programs and turn windows features on and off.

  • Install / Enable IIS in Windows WITH
  • CGI and Common HTTP Features
  • World Wide Web Services -> Application Development Features ->
  • CGI
  • Common HTTP Features
  • IIS Management Console
  • Internet Information Services -> Web Management Tools -> IIS Management Console
  • IIS Management Console

After enabling the IIS features it's time to install the files for the osTicket System. Download and install:

  • PHP Manager for IIS (PHPManagerForIIS_V1.5.0.msi)
  • From the Installation Files, download and install the Rewrite Module (rewrite_amd64_en-US.msi)
  • Create the directory C:\PHP -From the Installation Files, download PHP 7.3.8 (php-7.3.8-nts-Win32-VC15-x86.zip) and unzip the contents into C:\PHP
  • From the Installation Files, download and install VC_redist.x86.exe.
  • From the Installation Files, download and install MySQL 5.5.62 (mysql-5.5.62-win32.msi) -Typical Setup -> -Launch Configuration Wizard (after install) -> -Standard Configuration -> -Password1

Disk Sanitization Steps

Register the PHP manger by right clicking on the IIS from the start menu and click run as Administrator.

  • Go to PHP Manager and then click Register new PHP version
  • C:// php.cgi folder
  • restart the IIS Server

Disk Sanitization Steps

Install osTicket v1.15.8

  • Download osTicket from the Installation Files Folder
  • Extract and copy “upload” folder to c:\inetpub\wwwroot
  • Within c:\inetpub\wwwroot, Rename “upload” to “osTicket” Reload IIS (Open IIS, Stop and Start the server) Go to sites -> Default -> osTicket
  • On the right, click “Browse *:80” Note that some extensions are not enabled
  • Go back to IIS, sites -> Default -> osTicket
  • Double-click PHP Manager
  • Click “Enable or disable an extension”
  • Enable: php_imap.dll
  • Enable: php_intl.dll
  • Enable: php_opcache.dll
  • Refresh the osTicket site in your browse, observe the changes Rename: ost-config.php
  • From: C:\inetpub\wwwroot\osTicket\include\ost-sampleconfig.php
  • To: C:\inetpub\wwwroot\osTicket\include\ost-config.php Assign Permissions: ost-config.php
  • Disable inheritance -> Remove All
  • New Permissions -> Everyone -> All Continue Setting up osTicket in the browser (click Continue)
  • Name Helpdesk
  • Default email (receives email from customers) From the Installation Files, download and install HeidiSQL.
  • Open Heidi SQL
  • Create a new session, root/Password1
  • Connect to the session
  • Create a database called “osTicket” Continue Setting up osticket in the browser
  • MySQL Database: osTicket
  • MySQL Username: root
  • MySQL Password: Password1
  • Click “Install Now!”
  • If everything was installed without errors you will end up with an admin page, and a end user page that looks like this: