osTicket Post Installation Configuration

Open osTicket and Log In

Log in to osTicket using the credentials you made during the installation tutorial

Now that osTicket is up and running, it's time for some system administration! We'll set up roles to control what agents can do in the help desk.

Step 1:

• First Acknowledge Agent Panel and Admin Panel

When you see Agent Panel by your welcome name, you are in admin panel and when you see Admin you are in agent Panel

Configure Role

• Go to Admin Panel → Agents → Roles
• Click "Add New Role"
• name it "Supreme Admin"
• Give it ALL permissions (since this is the top role!)

Note: Roles decide what agents can access—not everyone gets unlimited power! If done right, your screen should show the new "Supreme Admin" role.

Configure Departments

• Ensure you are still in the Admin panel
• Select the Agent tab > Departments > Add New Department
• Name: System Administrators
• Select Create Department

Configure Teams

• Select the Agent tab > Teams > Add New Team
• Name: Level I Support
• Go to the Members tab and select yourself in "Select Agent" dropdown menu (the welcom name, mine is Jonny)
• Select Create

Allow Anyone to Create Tickets

• Select Settings > User Settings
• Make sure the following box is unchecked:
• Registration Required: Require registration and login to create tickets
• Save Changes

Configure Agents

• Select the Agent tab > Add New Agents
• Name: Jane kok
• Email : jane.kok(@)osticket.com
• Username: jane.kok
• Click Set Password and uncheck the box that says "Send the Agent a Password Reset Email"
• Set your password to anything you like
• Uncheck the box that says "Require Password Change at Next Login"
• Select set

Select the Access tab

• Under Primary Department: - Select the Department dropdown menu > System Administrators - Select the Role dropdown menu > Supreme Admin
• Extended Accesss
  • Select Department > Support > Add > Supreme Admin
• Select Team tab
• Select Team dropdown menu > Level I Support
• Select Add > create

Create another agent and replace Jane with amaka. ([email protected])

• Follow the same steps as above, except make some changes to the Primary Department
• Select the Department dropdown menu > Support
• Select the Role dropdown menu > View Only
• Extended Accesss
  • Select Department > Support > Save Changes if well configured you have Both names added in agent interface

Configure User (agent panal)

This is you end user

• Select the Users tab to create a user
• Email Address: [email protected]
• Full Name: Kess Kriss
• Select Add User

Select the User tab again to create another user

• Email Address: [email protected]
• Full Name: Ken ben
• Select Add User

Step Configure Service Level Agreements (SLA) change to admin panal

We will create three SLAs

• Select the Manage tab > SLA > Add New SLA Plan
• Name: SEV-A
• Grace Period: 1
• Schedule dropdown menu: 24/7
• Add plan

• Name: SEV-B
• Grace Period: 4
• Schedule dropdown menu: 24/7
• Select Add Plan

• Name: SEV-C
• Grace Period: 8
• Schedule dropdown menu: Monday - Friday 8AM - 5PM with U.S. Holidays
• Select Add Plan

Configure Help Topics

We will create four Help Topics

• Select the Manage tab > Help Topics > Add New Help Topic
• Business Critical Outage
• App logging Issue
• Equipment Request
• Password Reset Select Add Topic for each topic

If you followed up to this stage, Congratulation! You have configured osTicket system succesfully! Click here to move on to the final part of this Lab