https://github.com/harleyrussell1/osticket-lab

This lab is my learning and utilization of osTicket to get hands on experience with ticketing systems.
https://github.com/harleyrussell1/osticket-lab

help-desk iis itsm mysql osticket php server service-desk support sysadmin ticketing ticketing-system

Last synced: 2 months ago
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This lab is my learning and utilization of osTicket to get hands on experience with ticketing systems.

• Host: GitHub
• URL: https://github.com/harleyrussell1/osticket-lab
• Owner: harleyrussell1
• Created: 2025-04-18T18:23:09.000Z (about 1 year ago)
• Default Branch: main
• Last Pushed: 2025-04-19T00:48:03.000Z (about 1 year ago)
• Last Synced: 2025-04-24T05:01:52.491Z (about 1 year ago)
• Topics: help-desk, iis, itsm, mysql, osticket, php, server, service-desk, support, sysadmin, ticketing, ticketing-system
• Homepage:
• Size: 51.2 MB
• Stars: 0
• Watchers: 1
• Forks: 0
• Open Issues: 0
• Metadata Files:
  • Readme: README.md

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README

          
# osTicket Installation & Configuration Lab (Azure VM)

## Overview

This lab walks through the installation and configuration of the open-source support ticketing system, **osTicket**, on a Windows 10 virtual machine hosted in **Microsoft Azure**. It covers environment setup, server configuration, and simulated ticket workflow to demonstrate IT service management in practice.

## Technologies Used

- Microsoft Azure (VM deployment)

- Windows 10 Virtual Machine

- IIS (Internet Information Services)

- PHP 7.3.8

- MySQL 5.5.62

- osTicket v1.15.8

- HeidiSQL

- DNS and URL routing via localhost

---

## Environment Setup

### Create Azure VM

- **Name:** osticket-vm  

- **OS:** Windows 10  

- **vCPUs:** 4  

- **Authentication:** Secure admin credentials  

- Accessed via Remote Desktop (RDP)

### Software Installation

#### Prepare Installation Files

- Downloaded and unzipped `osTicket-Installation-Files.zip` to Desktop

#### Enable IIS with CGI Support

- Enabled via Windows Features:

  - World Wide Web Services → Application Development Features → CGI

#### Install Prerequisites

- PHP Manager for IIS  

- URL Rewrite Module  

- Visual C++ Redistributable (VC_redist.x86.exe)  

- Created folder `C:\PHP` and extracted PHP 7.3.8  

- Installed MySQL 5.5.62 (Typical > Standard Configuration)

---

## IIS + PHP Configuration

- Opened IIS Manager

- Registered PHP with PHP Manager (`php-cgi.exe`)

- Restarted IIS

---

## Deploy osTicket

### Application Setup

- Extracted `osTicket-v1.15.8.zip`

- Copied `upload` folder to `C:\inetpub\wwwroot` and renamed it to `osTicket`

- Verified site loads at `http://localhost/osTicket`

### Enable Required PHP Extensions

- Enabled in PHP Manager:

  - `php_imap.dll`

  - `php_intl.dll`

  - `php_opcache.dll`

### Configuration File

- Renamed `ost-sampleconfig.php` → `ost-config.php`

- Set permissions:

  - Disabled inheritance

  - Removed existing users

  - Granted `Everyone` full control

---

## MySQL Setup

- Installed HeidiSQL  

- Connected as root  

- Created new database: `osTicket`

---

## Finalize osTicket Setup

- Navigated to `http://localhost/osTicket`

- Completed installer with:

  - Helpdesk Name

  - Admin Email

  - MySQL DB: `osTicket`

  - Root credentials

- Clicked **Install Now**

### Access Points

- Admin Panel: `http://localhost/osTicket/scp/login.php`

- User Portal: `http://localhost/osTicket`

---

## Post-Installation Configuration

### Secure Setup

- Deleted `C:\inetpub\wwwroot\osTicket\setup`

- Set `ost-config.php` to **read-only**

### System Configuration

#### Roles

- Supreme Admin

#### Departments

- SysAdmins

#### Teams

- Online Banking

#### User Access Settings

- Disabled: "Require registration and login to create tickets"

#### Agents

- Jane (SysAdmins)

- John (Support)

#### Users

- Karen

- Ken

#### SLA Policies

- **Sev-A:** 1 hour (24/7)

- **Sev-B:** 4 hours (24/7)

- **Sev-C:** 8 hours (Business Hours)

#### Help Topics

- Business Critical Outage

- Personal Computer Issues

- Equipment Request

- Password Reset

- Other

---

## Ticket Simulation Scenarios

### Ticket 1: Online Banking Outage

- **End User:** Reports full online banking outage  

- **Agent John:**

  - SLA: Sev-A

  - Dept: Online Banking  

- **Agent Jane:** Resolves ticket

### Ticket 2: Adobe Upgrade Issue

- **End User:** Reports broken Adobe install in accounting  

- **Agent John:**

  - SLA: Sev-B

  - Dept: Support

  - Resolves ticket

### Ticket 3: CFO Laptop Failure

- **End User:** CFO laptop won’t boot  

- **Agent John:**

  - SLA: Sev-B

  - Dept: Support

  - Resolves ticket

---

## Access Control Workflow

- Promoted SysAdmins to top-level department  

- Deleted Maintenance department  

- Assigned ticket to SysAdmins (Sev-A)  

- Verified Agent John could not view the ticket  

- Granted John access to SysAdmins  

- Confirmed restored visibility

---

## Skills & Experience Gained

- **Cloud VM Deployment:** Built and connected to an Azure-hosted Windows 10 machine

- **Web Stack Configuration:** Installed and configured IIS, PHP, and MySQL for osTicket

- **ITSM Simulation:** Ran realistic help desk workflows with SLA prioritization and ticket escalation

- **User Role & Access Control:** Practiced department/team-based visibility and permissions

- **Database Administration:** Used HeidiSQL to create and manage MySQL databases

- **System Hardening:** Secured installation through permission adjustments and cleanup

## Screenshots

All screenshots related to this lab can be found in the [`/screenshots`](./screenshots) folder.