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

• Configure Roles
• Configure Departments
• Configure Teams
• Configure Agents
• Configure Users
• Configure SLA
• Configure Help Topics

Configuration Steps

Configure Roles

Admin Panel -> Agents -> Roles.

Supreme Admin:

Configure Departments

Admin Panel -> Agents -> Departments.

System Administrators:

Configure Teams

Admin Panel -> Agents -> Teams.

Level II Support:

Allow anyone to create ticket

Admin Panel -> Settings -> User Settings.

Make sure "Require registration and login to create tickets" is not selected:

Configure Agents (workers)

Admin Panel -> Agents -> Add New.

Jane Doe:

John Doe:

Configure Users (customers)

Admin Panel -> Users -> Add New.

Ken User:

Repeat the same above for Karen User.

Configure SLA

Admin Panel -> Manage -> SLA.

Sev-A (1 hour, 24/7).

Sev-B (4 hours, 24/7).

Sev-C (8 hours, business hours):

Configure Help Topics

Admin Panel -> Manage -> Help Topics.

Business Critical Outage.

Personal Computer Issues.

Equipment Request.

Password Reset.

And now we are done configure osTicket. I hope this tutorial helped. All that's left is to practice triaging and solving tickets.

This is a very important skill to have for any help desk specialist, as they are the first line of communication between a company and it's customers when it comes to handling issues regarding a product or service they provide.