osTicket - Project

Environments and Technologies Used

• Microsoft Azure (Virtual Machines/Computer)
• Remote Desktop
• osTicket Ticketing System

Operating Systems Used

• Windows 11

Project Overview

I will be creating a virtual machine that has osTicket installed on it. I will demonstrate experience as both the administrator and user by creating, assigning, and resolving tickets. This project covers important aspects of ticketing systems such as:

• Tickets properties
• SLAs
• Departments
• Users
• Creating, assigning, and resolving tickets

Part 1 (Create Virtual Machine in Azure)

Part 2 (Remote Desktop into the VM and install osTicket)

I will be using the public IP address that azure assigned my virtual machine to remote desktop into the virtual machine.

I will sign into the virtual machine and install osTicket

Part 3 (Post Installation Setup)

As an admin I will be creating the departments, teams, and the support engineers accounts. Then I will be configuring the SLAs which defines the ticket severity and the metrics that agents will use to resolve tickets. I will also be configuring the help topics that clients can choose which will help categorize the tickets.

Configure Departments

Configure Teams

Configure Agents(workers)

Configure hypothetical users

Configure SLA

Configure Help Topics

Part 4 (Tickets and Ticket Lifecycle)

I will sign in as a hypothetical users and create some tickets that needs to be solved by IT support. I will then sign into the admin account and assign the tickets to each support agent. I will then demonstrate resolving a ticket as an IT support engineer.

Creating tickets as an user

Assigning tickets to the support engineers as an admin

Resolving tickets as an IT support engineer