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post-install-config

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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 SLAs
  • Configure Help Topics

Configuration Steps

  • Configuring Roles would be our first step and here are the steps to follow. In our Admin panel, Select Agents tab => Roles => Add New Roles Name would be :Supreme Admin Select Permissions tab and check every box under the "Tickets", "Tasks" and "Knowledgebase" section Select Add Role Create the role Supreme Admin, and give it accessbility befitting the role: Complete Control.

  • Configuring Departments is the next step. Make sure you are in admin panel (check top right to see which panel you are in) Select the Agents tab => Department => Add New Department, The name should be System Administrators. Then select create Department.

  • Following up is Configuring Teams. Stay in admin panel (check top right to see which panel you are in, used to hearing this huh? lol) Select the Agents tab => Teams => Add New Team Name: Level II Support Go to the members tab and then select yourself in "Select Agent" dropdown menu Select create team.

  • Allow anyone to create tickets. Make sure that you are in the admin panel (you know where to check). Select the settings => User Settings Make sure box is unchecked: Registration Required: Require registration and login to create tickets

  • Configure Agents is next Make sure you are in admin panel (check top right to see which panel you are in) Select the Agents tab => Add New Agents
    Create and define the roles of agents Jane and John Doe.

    For e.g. Name: Jane Doe.

          Email : jane.doe@osticket.com.
      Username: jane.doe.

    Click set password and uncheck box that says "send the agent a password reset email".

             👉Set your password to anything you like.
         👉uncheck box that says "require password change at next login.
         👉Select set.

    These agents will be responding to ticket requests from clients Ken and Karen.

  • Configure SLA Steps: Admin Panel => Manage => SLA => Add New SLA Plan

    👉Sev-A (1 hour, 24/7) Name: SEV-A, Grace Period: 1 hr, Schedule dropdown menu: 24/7, Select Add Plan.
👉Sev-B (4 hours, 24/7) Name: SEV-B, Grace Period: 4 hrs, Schedule dropdown menu: 24/7, Select Add Plan.
👉Sev-C (8 hours, business hours) Name: SEV-C, Grace Period: 8 hrs, Schedule dropdown menu: business hours,

    Select Add Plan

  • Configure Help Topics

    Make sure you are in admin panel (Always remeber the rule of Admin club: ALWAYS CHECK if you are still in admin club). Select Manage tab => Help Topics => Add New Help Topics

    👉Business Critical Outage
👉Personal Computer Issues
👉Equipment Request
👉Password Reset

    Select Add Topic for each topic, and just like the image for the Business Critical Outage, make 4 the mentioned help topics.

    🎆 CONGRATULATIONS!!!! 🎆 You're all done with Post Install Configuration for osTicket! 🏅

    .....

    ..........

    ............... for now ⚠️


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