osTicket

Setting up to use osTicket as Admin

osTicket - Post-Install Configuration

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

Part 1. Configure Roles

Upon login, toggle to ADMIN panel
Select "Agents" from top menu bar
Select "Roles" from lower menu bar
Select "Add New Role" to create as many Roles needed for the organization. The Roles are set up according to what access levels each group of members needs depending upon their departments and abilities to assign or close tickets etc.

Part 2. Configure Departments

Upon login, toggle to ADMIN panel
Select "Agents" from top menu bar
Select "Departments" from lower menu bar and click to "Add New Department" From here, choose the appropriate settings that will apply to the access levels for this department. The "Departments" have many different settings which apply to tickets as they are routed through the departments, and determine the visibility as well as whether tickets can be routed to each department.

Part 3. Configure Teams

Upon login, toggle to ADMIN panel
Select "Agents" from top menu bar
Select "Teams" from lower menu bar and click to "Add New Team" From here, choose the appropriate members for the team and set the access levels that will apply. Configuring Teams will allow Agents from different Departments to be organized to handle a specific issue or user via a Help Topic or Ticket Filter, regardless of the parameters of the Agents' Department rules.

Part 4. Configure Agents/Workers

Upon login, toggle to ADMIN panel
Select "Agents" from top menu bar
Select "Agents" from lower menu bar and select "Add New Agent" to add new workers and assign their Departments and Roles. Agents are given access to the help desk with the intent to respond and resolve the tickets. Agents working the help desk should be assigned to a Primary Department and given a Primary Role.

Part 5. Configure SLA

Upon login, toggle to ADMIN panel
Select "Manage" from top menu bar
Select "SLA" from lower menu bar and select "Add New SLA Plan" to choose the appropriate grace period hours and schedule allowed to respond Service Level Agreements (SLA Plans) are set to provide a length of time for the help desk workers to close a ticket.

Part 6. Configure Help Topics

Upon login, toggle to ADMIN panel
Select "Manage" from top menu bar
Select "Help Topics" from lower menu bar and select "Add New Help Topic" Help Topics are created to ensure proper assignment and response of a ticket by assigning specific topics to the proper teams or departments.

Part 7. Configure osTicket to Allow Anyone to Create Tickets

Upon login, toggle to ADMIN panel
Select "Settings" from top menu bar
Select "Users" from lower menu bar
Choose the appropriate options for "Require registration and log in to create tickets"

Part 8. Configure Users/Customers

Upon login, toggle to AGENT panel
Select "Users" from top menu bar
Select "Add User" to create a new User and add their information.
Choose the appropriate options for "Require registration and log in to create tickets" Users in osTicket are the customer, or internal member who needs assistance, and is the owner of the ticket. The User is associated with their email address