osTicket - Post-Install Configuration

Post-install configuration of the open-source help desk ticketing system osTicket.

Video Demonstration

• YouTube: How To Configure osTicket, post-installation

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 Teams
• Configure Agents (workers)
• Configure Users (customers)
• Configure SLA
• Configure Help Topics

Configuration Steps

● Configure Roles

a. Admin Panel -> Agents -> Roles

b. Supreme Admin

● Configure Teams

a. Admin Panel -> Agents -> Teams

i. Level I Support

● Configure Agents (workers)

a. Admin Panel -> Agents -> Add New

i. Jane

ii. John

● Configure Users (customers)

a. Agent Panel -> Users -> Add New

i. "Random Name"

● Configure SLA

a. Admin Panel -> Manage -> SLA

i. Sev-A (1 hour, 24/7)

ii. Sev-B (4 hours, 24/7)

iii. Sev-C (8 hours, business hours)

● Configure Help Topics

a. Admin Panel -> Manage -> Help Topics

i. Business Critical Outage

ii. Personal Computer Issues

iii. Equipment Request

iv. Password Reset