- Microsoft Azure (Virtual Machines/Compute)
- Remote Desktop
- Internet Information Services (IIS)
- Windows 10 Pro (22H2)
- Configure Roles
- Configure Departments
- Configure Teams
- Allow anyone to create tickets
- Configure Agents (workers)
- Configure Users (customers)
- Configure SLA
- Configure Help Topics
Go to https://portal.azure.com/ and log into your Azure account.
In the search bar, search for "virtual machine", and click "Virtual machines".
Click "vm-osticket".
Copy the Public IP Address, and log into the VM with RDP.
We will login into our osTicket Admin account using this link: http://localhost/osTicket/scp/login.php with the username and password we used when we created our osTicket account.
Open the link in your VM web browser and login.
When you login, you will be on the "Agent Panel" by default. You can switch between "Agent Panel and "Admin Panel.
To log on to the admin panel, click the "Admin Panel" tab at the top right.
NOTE: Admins have full control over the osTicket system. They can add and remove agents, create and manage departments, configure settings, and view all tickets.
NOTE: Agents (helpdesk support specialists) can only view and manage tickets that have been assigned to them or their department. They cannot perform tasks such as adding and removing agents, creating and managing departments, or configuring settings.
We will create a role called "Supreme Admin".
NOTE: Roles in osTicket are used to define the permissions and capabilities that users have within the system.
In Admin Panel, click "Agents",
Click "Roles"
Click "Add New Role"
We will name our new role "Supreme Admin". Click "Permissions"
Make sure you check all the permissions in the "Tickets, Tasks, and Knowledgebase" tab. Click "Add Role".
Now we have a role that can pretty much do everything.
Next, we will configure some Departments.
NOTE: Departments in osTicket are used to organize tickets and support requests.
Click "Departments" tab
Click "Add New Departments"
We will name it "System Administrators". Leave everything else as default and click the "Create Dept" button
As you can see from the image above, "System Administrators is now on our list of Departments
Next, we will configure some Teams.
NOTE: Teams in osTicket are a way to group agents together to work on specific projects or issues.
Click the "Teams" tab.
Click "Add New Team".
We will name it "Level II Support", and click the "Members" tab
Click "Select Agent", add yourself to the team, and click the "Create Team" tab.
Next, we will allow anonymous users to create tickets.
Move your mouse cursor to the "Settings" tab, and click "Users".
Make sure that "Require registration and login to create tickets" is unchecked, and click "Save changes".
Next, we will configure Agents (helpdesk support specialists).
Click the "Agents" tab and click "Add New Agent".
Create Jane Doe's account as shown in the image above, and click "Set Password".
Uncheck "Send the agent a password reset email", use "Password1" as Jane Does's password, and uncheck "Require password change at next login" (I mistakenly checked it in the image above). Click "Set"
Click the "Access" tab, and select "System Administrators" for Departments and "Supreme Admins" for Role. Click the "Teams" tab
In the Teams section, select "Level II Support" team, and click the "Create" button
Let's add John Wood as an agent. Click "Agents" > "Add New Agent".
Fill in his information as shown in the image above and click "Set Password".
Uncheck "Send the agent a password reset email", use "Password1" as Jane Does's password, uncheck "Require password change at next login", and click "Set".
Click the "Access" tab, select "Support" for Departments, "View only" for Role, "Support" for Extended Access and click the "Create" tab
Next, we will configure users (customers).
Click on the "Agent Panel" tab at the top right of the page.
Click "Users" tab.
Click "Add User".
Let's add Karen Mil as a user. Fill in Karen's informations as shown in the image above, and click "Add User" button
Click "Users".
Click "Add User".
Let's add Ken Dei as a user. Fill in Ken's informations as shown in the image above, and click "Add User" button
Next, we will configure SLAs
NOTE: SLAs (Service Level Agreement) are used to define the amount of time that it should take to respond to and resolve tickets.
Click the "Admin Panel" tab at the top right of the page.
Move the cursor to the "Manage" tab and click "SLA". We will go ahead and create three SLAs.
Click "Add New SLA Plan".
We will name our first SLA "SEV-A", with 1 hour grace period, select "24/7" for Schedule, and click "Add Plan".
Let's add our second SLA plan. Click "Add New SLA Plan".
Name it "SEV-B", with 4 hour grace period, select "24/7" for Schedule, and click "Add Plan".
Let's add our third SLA plan. Click "Add New SLA Plan".
Name it "SEV-C", with 8 hour grace period, select "Monday - Friday" for Schedule, and click "Add Plan".
Next, we will configure help topics.
Click "Manage" > "Help Topics".
Click "Add New Help Topic".
Name it "Business Critical Outage" and click "Add Topic".
Add another one, name it "Personal Computer Issues" and click "Add Topic".
Let's add "Equipment Request". Click "Add Topic".
Let's add "Password Reset". Click "Add Topic".