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.