Skip to content

Latest commit

 

History

History
80 lines (58 loc) · 1.87 KB

README.md

File metadata and controls

80 lines (58 loc) · 1.87 KB

osTicket logo

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


image

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


image

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


image

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)

image

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


image