Project Overview: OS Ticket Post-Installation Configuration

After successfully installing OS Ticket, the next phase is configuring the system to align with real-world IT helpdesk operations. This includes setting up user roles, departments, teams, service-level agreements (SLAs), and help topics to ensure an efficient and structured ticketing system.

The Admin Panel is used for system-wide settings and management, while the Agent Panel is where support staff handle tickets. This guide walks through configuring OS Ticket’s roles, permissions, users, agents, SLAs, and ticketing workflows for a functional helpdesk environment.

Configuration Phase:

Step 1: Accessing OS Ticket Panels

1. Admin/Analyst Login Page: http://localhost/osTicket/scp/login.php
2. End-User Support Portal: http://localhost/osTicket

📌 Key Difference:

• Admin Panel: Used for configuring system settings, managing agents, and defining workflows.
• Agent Panel: Used by support staff to handle and resolve tickets.

Admin Panel

Agent Panel

Step 2: Configure Roles (Grouping Permissions)

To define what permissions agents have in the system:

1. Navigate to Admin Panel → Agents → Roles.
2. Click Add New Role and create:
   • Role Name: Supreme Admin
3. Assign full permissions to the role.