osTicket - Post-Install Configuration

This tutorial outlines the post-install configuration of the open-source helpdesk 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

• Microsoft Azure
• Virtual Machine
• osTicket

Good Things to Know

• Click on specific positions for a better understanding!
  • Roles
  • Departments
  • Teams
  • Agents
  • Users.
  • Service Level Agreement(SLA)

Installation Steps

Step 1: Open osTicket and Log In

• Log in to osTicket using the credentials you made during the installation tutorial

• If you need help installing osTicket, please see my tutorial here

Step 2: Configure Roles

• Make sure you are in the Admin panel (check the top-right of the screen to see which panel you are in)
  • If it says "Agent," you are in the Admin panel
• Select the Agent tab > Roles > Add New Role
  • Name: Supreme Admin
  • Select Permissions tab and check every box under the "Tickets," "Tasks," and "Knowledgebase" sections
• Select Add Role

Step 3: Configure Departments

• Ensure you are still in the Admin panel
• Select the Agent tab > Departments > Add New Department
  • Name: System Administrators
• Select Create Department

Step 4: Configure Teams

• Select the Agent tab > Teams > Add New Team
  • Name: Level II Support
• Go to the Members tab and select yourself in "Select Agent" dropdown menu
• Select Create Team

Step 5: Allow Anyone to Create Tickets

• Select Settings > User Settings
  • Make sure the following box is unchecked:
    • Registration Required: Require registration and login to create tickets

Step 6: Configure Agents

• Select the Agent tab > Add New Agents
  • Name: Jane Doe
  • Email : jane.doe(@)osticket.com
  • Username: jane.doe
  • Click Set Password and uncheck the box that says "Send the Agent a Password Reset Email"
    • Set your password to anything you like
    • Uncheck the box that says "Require Password Change at Next Login"
    • Select set

• Select the Access tab
  • Under Primary Department:
    • Select the Department dropdown menu > System Administrators
    • Select the Role dropdown menu > Supreme Admin
  • Extended Accesss
    • Select Department > Support > Add > Supreme Admin
• Select Team tab
  • Select Team dropdown menu > Level II Support
  • Select Add
• Select Create

• Create another agent and replace Jane with John.
  • Follow the same steps as above, except make some changes to the Primary Department
    • Select the Department dropdown menu > Support
    • Select the Role dropdown menu > View Only
  • Extended Accesss
    • Select Department > Support > Save Changes

Step 7: Configure Users

• Select the Users tab to create a user
  • Email Address: Karen(@)osticket.com
  • Full Name: Karen Karen
  • Select Add User

• Select the User tab again to create another user
  • Email Address: Ken(@)osticket.com
  • Full Name: Ken Ken
  • Select Add User

Step 8: Configure Service Level Agreements (SLA)

• We will create three SLAs
• Select the Manage tab > SLA > Add New SLA Plan
  • Name: SEV-A
  • Grace Period: 1
  • Schedule dropdown menu: 24/7
  • Select Add Plan

- Name: SEV-B
- Grace Period: 4
- Schedule dropdown menu: 24/7
- Select Add Plan

- Name: SEV-C 
- Grace Period: 8
- Schedule dropdown menu: Monday - Friday 8AM - 5PM with U.S. Holidays
- Select Add Plan

Step 9: Configure Help Topics

• We will create four Help Topics
• Select the Manage tab > Help Topics > Add New Help Topic
  • Business Critical Outage
  • Personal Computer Issues
  • Equipment Request
  • Password Reset
• Select Add Topic for each topic

🎉Congratulations! You have configured osTicket succesfully!🎉 Click here to move on to the final part of this tutorial!