- Microsoft Azure (Virtual Machines/Compute)
- Remote Desktop
- Internet Information Services (IIS)
- Windows 10 (21H2)
- Create and configure the osTicket environment
- Setup configurations as an admin
- Create roles, departments, teams, agents, and users
- Set up SLAs and create help topics
Log into the osTicket as an admin. A role is a permission granted to the agents (help desk personnel) in the department they are in. Each role has a different set of permission that can be checked or not. We are going to create a role called supreme admin and will all the permissions will be checked. Go to Admin Panel (top right) -> agents -> roles -> add new role -> supreme admin.
Then go to the permissions tab, and check all of the boxes.
Now, we will create a new department called system administrators. Go to the department's tab -> add a new department.
Now create a new team. Go to agents -> teams -> add a new team. Name it Level 11 Support and add yourself as a member.
Go to settings -> user settings and click require registration and login to create tickets.
Now, it's time to add some agents. I added two agents Jane and John Doe. I set both of them as System Administrators and extended Jane role's to the support team.
Now, it's time to add end users. End users (customers) are the people who can create tickets. Go to agent panel -> users -> add new and create whatever users you want. In my case, I added Ken and Karen Smith.
Now, add SLAs! Go to manage -> SLA -> add new SLA plan. I added three
Sev-A (1 hour, 24/7
Sev-B (4 hours, 24/7)
Sev-C (8 hours, business hours)
End users can also choose the problem they need help with. Go to manage -> help topics -> add a new help topic. I added:
- Business Critical Outage
- Personal Computer Issues
- Equipment Request
- Password Reset
This is it for this part. In the next part, we will finish the osTicket project focusing on the ticket lifecycle.