osTicket - Post-Install Configuration

This tutorial outlines the post-install configuration 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)

Post-Install Configuration Objectives

• Added New Departments
• Added new teams
• Configured Agents
• Service Level Agreements
• Help Topics

Configuration Steps

I configured department roles. For example, help desk and system administration. I did this so if a ticket gets assigned to a particular department, only they can see their tickets. System Administration, I enabled them to have higher access.

Created and configured teams. In this example, I created a banking team and allowed them access to their department when it comes to seeing help desk tickets. I also allowed users to create their own tickets.

Organized agents: I created an agent account for new employees. I assigned departments, usernames, and passwords (temporarily). I allowed them permission to change the password once they are in their new account.

Created Service Level Agreements (SLAs). Setting up how much time you have to do a certain task. For example, responding to a ticket or completing a ticket. I created three different SLAs: Sev A, Sev B, and Sev C. I set up a grace period and a schedule.

Set up help topics for when users create a ticket, they can choose the category of the problem. Some of the example help topics I created were business critical outage, personal computer issues, equipment request, and password reset.