- Microsoft Azure (Virtual Machines/Compute)
- Remote Desktop
- Internet Information Services (IIS)
- Windows 10 (21H2)
- Configure Roles
- Configure Departments
- Configure Teams
- Configure Agents and Users
- Configure SLA
- Configure Help Topics
The osTicket log-in page.
Upon log-in, the agent panel is displayed. In the top right corner, there is an option to switch to the "Admin Panel"; this will be selected, with the aim to configure the roles.
"Admin Panel --> Agents --> Roles" is selected. "Add New Role" is selected.
Within "Add New Role", under the "Definition" tab, "Supreme Admin" is configured.
For the "Supreme Admin" role, under the "Tickets" tab, everything is selected to give full access.
For the "Supreme Admin" role, under the "Tasks" tab, everything is selected to give full access.
For the "Supreme Admin" role, under the "Knowledgebase" tab, the sole option is selected to again provide full access.
The role of "Supreme Admin" has been successfully created.
The aim is to now configure the departments. "Admin Panel --> Agents --> Departments" is selected. "Add New Department" is selected.
Within "Add New Department", the "Systems Administrators" department is configured. "Add Department" is selected, though the button is out-of-frame.
The "System Administrators" department has been successfully configured.
With the aim to configure the teams, "Admin Panel --> Agents --> Teams" is selected. "Add New Team" is selected, with the aim to create "Level II Support". "Level I Support" is configured by default.
"Level II Support" is configured, and "Create Team" is selected.
With the aim to configure the agents, "Admin Panel --> Agents --> Agents" is selected. "Add New Agent" is selected.
The first agent to be configured is named "Jane Doe".
Jane's password is set.
Jane's access has been set to being a part of the "Systems Administrators" department and to have the "Supreme Admin" role.
Jane has been given full permissions.
Jane has been placed in the "Level II Support" team.
Jane has been successfully added as an agent.
John Smith is the next agent to be added. His password is set, as Jane's was.
John's access has been set to being a part of the "Support" department and to have the "Limited Access" role.
John has been given full permissions.
John has been placed in the "Level I Support" team.
Both agents have been successfully added.
With the aim to configure the users, "Agent Panel --> Users --> User Directory" is selected. "Add User" is selected.
Karen Jones is configured as a user.
Karen Jones has been successfully added as a user.
Ken Jackson is configured as a user.
Ken Jackson has been successfully added as a user.
With the aim to configure the SLA plans, "Admin Panel --> Manage --> SLA" is selected. "Add New SLA Plan" is selected.
Sev-A has been configured to have a 1 hour grace period, on a 24/7 schedule. This SLA is meant for business critical emergencies.
Sev-B has been configured to have a 4 hour grace period, on a 24/5 schedule.
Sev-C has been configured to have an 8 hour grace period, on a 24/5 schedule.
Sev-D has been configured to have an 8 hour grace period, on a "Monday-Friday 8am-5pm with U.S. Holidays" schedule.
All four SLA plans have been successfully created.
With the aim to configure the help topics, "Admin Panel --> Manage --> Help Topics" is selected. "Add New Help Topic" is selected.
The "Business Critical Outage" help topic is configured.
For the "Business Critical Outage" help topic, the SLA plan Sev-A is selected and the priority is set to "Emergency".
The "Personal Computers Issues" help topic is configured.
For the "Personal Computers Issues" help topic, the SLA plan Sev-B is selected and the priority is set to "Normal".
The "Equipment Request" help topic is configured.
For the "Equipment Request" help topic, the SLA plan Sev-D is selected and the priority is set to "Normal".
The "Password Reset" help topic is configured.
For the "Password Reset" help topic, the SLA plan Sev-B is selected and the priority is set to "Normal".
The four help topics have been successfully configured.