This tutorial outlines a post-install configuration demonstration of the open-source help desk ticketing system osTicket.

• 🔗 Admin & Agent Login Page: http://localhost/osTicket/scp/login.php
• 🔗 End User's osTicket Page: http://localhost/osTicket
  

• Microsoft Azure (Virtual Machines/Compute)
• Remote Desktop
• Internet Information Services (IIS)

• Windows 10

1. Configure Roles ✔️

• Grouping Permissions

  Admin Panel -> Agents -> Roles, create 'King Admin' Role

2. Configure Departments ✔️

• Ticket Visibility, Help Desk vs SysAdmins vs Networking

  Admin Panel -> Agents -> Departments, create 'SysAdmins' Department

3. Configure Teams ✔️

• Pull Agents from different Departments

  Admin Panel -> Agents -> Teams, create 'Online Banking' Team

4. Allow all to create a ticket ✔️

   Admin Panel -> Settings -> User Settings, uncheck 'unregistered users can create tickets'

5. Configure Agents 'empolyees' & Configure Users 'customers' ✔️

• Jenny, Department: SysAdmins & Johnny, Department: Support

  Admin Panel -> Agents -> Add New

• Ken & Karen

  Agent Panel -> Users -> Add New

6. Configure 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, Schedule: 24/7

  Admin Panel -> Manage -> SLA

7. Configure Help Topics for Users creating tickets ✔️

• Business Critical Outage
• Personal Computer Issues
• Equipment Request
• Password Reset
• Other

  Admin Panel -> Manage -> Help Topics

1️⃣ Configure Roles, Departments, and Teams ⤵️

1. To group permissions, sign in to Admin Login Page. Follow path Admin Panel -> Agents -> Roles, click Add New Agent. Enter Name, Email, and check desired permissions on next tab.
2. To configure ticket visibility, follow path Admin Panel -> Agents -> Departments, click Add New Department. Choose Parent department from dropdown, fill out Name, and select Type. Configure other optional department settings if needed.
3. To assign different Agents to specific teams within department and roles, follow path Admin Panel -> Agents -> Teams, click Add New Team. Enter Name and Status.

2️⃣ Configure User Settings, Agents, and End Users ⤵️

1. To allow anyone the ability to create and submit a ticket, follow path Admin Panel -> Settings -> User Settings and ensure Require registration and login to create tickets box is unchecked.
2. To configure Agents follow path Admin Panel -> Agents -> click Add Agent. Enter Name, Email Address, and Username. Click Set Password, Uncheck Send the agent a password reset email to set Agents password and click Update. Assign desired Access, Permissions and/or Teams by clicking in corresponding tabs.
3. To configure Users follow path Agent Panel -> Users -> Add User. Enter user's Email and Name.

3️⃣ Configure Service Level Agreements and Help Topics 🏁

1. To create new SLA follow path Admin Panel -> Manage -> SLA, click Add New SLA Plan. Enter Name, Grace Period, and select Status.
2. To configure Help Topics for users creating tickets follow path Admin Panel -> Manage -> Help Topics, click Add New Help Topic. Enter Topic, select Status and Type.