Project Overview:

This project focuses on installing, configuring, and utilizing OS Ticket, an open-source ticketing system, to simulate a real-world IT helpdesk environment. The goal is to create a structured workflow for managing IT support requests, improving response times, and tracking issue resolution efficiently.

Key Objectives:

• Deploy and configure OS Ticket on a server to manage IT support tickets.
• Set up user roles and permissions for end-users, support agents, and administrators.
• Create custom ticket categories and automation rules to optimize issue tracking and prioritization.
• Test ticket creation, assignment, escalation, and resolution workflows to simulate real-world IT support.
• Set up email notifications and auto-responses to enhance communication between users and support staff.
• Review ticket reports and performance metrics to measure efficiency and identify improvements.

Environments & Technologies Used:

• Windows 10 (21H2): Operating system used for deployment and testing.
• Remote Desktop (RDP): Used to access and manage the osTicket system remotely.
• Internet Information Services (IIS): Web server used to host the osTicket application.
• Microsoft Azure (Virtual Machines/Compute): Hosted osTicket on a virtual machine in the cloud.

Installation Phase:

Step 1: Create an Azure Virtual Machine

1.1 Create a Resource Group

First, you'll need to create a Resource Group to organize and manage your Azure resources before setting up the virtual machine.

1. Sign in to the Azure Portal (portal.azure.com).