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https://github.com/anumkhanit/os-ticket
A Step-by-step guide on installing and configuring osTicket on Azure VM
https://github.com/anumkhanit/os-ticket
guide helpdesk-ticketing installation osticket
Last synced: 2 days ago
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A Step-by-step guide on installing and configuring osTicket on Azure VM
- Host: GitHub
- URL: https://github.com/anumkhanit/os-ticket
- Owner: anumkhanit
- Created: 2024-08-01T15:30:21.000Z (4 months ago)
- Default Branch: main
- Last Pushed: 2024-08-25T19:59:15.000Z (3 months ago)
- Last Synced: 2024-08-25T20:46:23.841Z (3 months ago)
- Topics: guide, helpdesk-ticketing, installation, osticket
- Homepage:
- Size: 15.6 KB
- Stars: 0
- Watchers: 1
- Forks: 0
- Open Issues: 0
-
Metadata Files:
- Readme: README.md
Awesome Lists containing this project
README
Installing and Configuring osTicket on Azure VM
This tutorial guides you through setting up osTicket on a Windows 10 Virtual Machine (VM) in Azure. You'll create the VM, install necessary software, and configure osTicket for helpdesk management.
Environments and Technologies to use
- Microsoft Azure (Virtual Machines)
- Microsoft RD Client (Remote Desktop)
- Installtion Links
Operating Systems to use
- macOS Sonoma ***(if you own Macbook Air M1 or M2; it does not matter what type of macOS you own)***
- Windows 10 or Windows 11 Home or Pro ***(if you own either of them)***
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Links:
osTicket Installation Files: https://drive.google.com/drive/u/1/folders/1APMfNyfNzcxZC6EzdaNfdZsUwxWYChf6
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## Part 1: Create the Virtual Machine
1. **Create a Resource Group**:
- Start by creating a new Resource Group in Azure.
2. **Create a Windows 10 VM**:
- Create a Windows 10 VM with 2-4 Virtual CPUs.
- Allow the VM setup to create a new Virtual Network (VNet).
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## Part 2: Install osTicket
1. **Prepare the VM**:
- **VM Name**: `Vm-osticket`
- **Username**: `labuser` (or your choice)
- **Password**: `osTicketPassword1!` (or your choice)
2. **Install Required Software**:
- **IIS Setup**:
- Open IIS Manager and install the following:
- CGI and Common HTTP Features
- IIS Management Console
- **Download and Install Software**:
- PHP Manager for IIS: Download and install `PHPManagerForIIS_V1.5.0.msi`.
- Rewrite Module: Download and install `rewrite_amd64_en-US.msi`.
- PHP 7.3.8: Download `php-7.3.8-nts-Win32-VC15-x86.zip` and unzip it into `C:\PHP`.
- VC_redist.x86.exe: Install this from the Installation Files.
- MySQL 5.5.62: Install using `mysql-5.5.62-win32.msi` and set the password to `Password1`.
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***Note: If this appears, don't worry, you're not going to be infected. Choose to 'Keep' the file and open to download.***
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3. **Configure IIS**:
- Open IIS Manager as an admin.
- Register PHP in IIS and reload IIS by stopping and starting the server.
4. **Install osTicket**:
- Download osTicket v1.15.8 from the Installation Files.
- Extract and copy the “upload” folder to `C:\inetpub\wwwroot` and rename it to `osTicket`.
- Reload IIS (stop and start the server).
5. **Configure osTicket**:
- Visit `http://localhost/osTicket` and continue the setup.
- Rename `ost-sampleconfig.php` to `ost-config.php` and assign permissions to "Everyone" with "All" access.
- Set up osTicket through the web interface:
- **MySQL Database**: osTicket
- **MySQL Username**: root
- **MySQL Password**: Password1
6. **Complete Installation**:
- Browse to the helpdesk login page: `http://localhost/osTicket/scp/login.php`.
- Clean up by deleting `C:\inetpub\wwwroot\osTicket\setup` and setting `ost-config.php` to "Read" only.
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## Part 3: Post-Installation Setup
1. **Configure Roles**:
- Go to Admin Panel -> Agents -> Roles
- Add roles such as Supreme Admin.
2. **Configure Departments**:
- Go to Admin Panel -> Agents -> Departments
- Add departments like System Administrators.
3. **Configure Teams**:
- Go to Admin Panel -> Agents -> Teams
- Add teams for Level I and Level II Support.
4. **Allow Ticket Creation**:
- Go to Admin Panel -> Settings -> User Settings
- Set registration to "Require registration and login to create tickets."
5. **Add Agents**:
- Go to Admin Panel -> Agents -> Add New
- Add agents like Jane and John.
6. **Add Users**:
- Go to Agent Panel -> Users -> Add New
- Add users like Karen and Ken.
7. **Configure SLA**:
- Go to Admin Panel -> Manage -> SLA
- Set SLAs for Sev-A (1 hour, 24/7), Sev-B (4 hours, 24/7), and Sev-C (8 hours, business hours).
8. **Set Up Help Topics**:
- Go to Admin Panel -> Manage -> Help Topics
- Add topics such as Business Critical Outage, Personal Computer Issues, Equipment Request, and Password Reset.
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## Part 4: Manage Tickets
1. **Practice Ticket Management**:
- Create, triage, and resolve tickets.
- For practice, refer to different ticket severity levels (e.g., Sev-A for major issues, Sev-B for moderate issues).
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## Conclusion
Congratulations, you’ve set up a helpdesk system capable of managing tickets, configured roles and departments, and ensured that your system is ready for use.