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

• Item 1: Admin Panel Setup
• Item 2: Create Departments, Teams
• Item 3: Congfigure Agents (workers)
• Item 4: Configure SLA
• Item 5: Configure Help Topics

Configuration Steps

Configure Roles (for grouping permissions) Admin Panel -> Agents -> Roles Supreme Admin

Configure Departments (Ticket Visibility, Help Desk vs SysAdmins, vs Networking) Admin Panel -> Agents -> Departments SysAdmins

Configure Teams Admin Panel -> Agents -> Teams (Pull Agents from different Departments) Online Banking

Configure SLA Admin Panel -> Manage -> SLA Sev-A (Grace Period: 1 hour, Schedule: 24/7) Sev-B (Grace Period: 4 hours, Schedule: 24/7) Sev-C (Grace Period: 8 hours, Business Hours)

Configure Help Topics (For when users create a ticket) Admin Panel -> Manage -> Help Topics Business Critical Outage Personal Computer Issues Equipment Request Password Reset Other