Project Overview: OS Ticket Ticketing Workflow Exercise

In this hands-on lab, we will simulate real-world IT helpdesk scenarios by creating, managing, and resolving support tickets in OS Ticket. This exercise allows users to practice ticket creation, assignment, and resolution while observing how different ticket properties (Priority, SLA, Department, and Assigned Agent) impact workflow.

By following these steps, users will gain experience in:

• Creating and managing end-user support tickets
• Assigning tickets to the appropriate departments and agents
• Applying Service Level Agreements (SLAs) to ensure proper response times
• Resolving tickets as a helpdesk agent

📌 Pre-requisites: Ensure OS Ticket is installed and configured properly.

📌 Useful Links:

• Admin/Analyst Login Page: http://localhost/osTicket/scp/login.php
• End Users osTicket URL: http://localhost/osTicket

Step 1: Modify Department Structure

1.1 Change the SysAdmins Department to a Top-Level Department

1. Log into the Admin Panel: http://localhost/osTicket/scp/login.php
2. Navigate to Admin Panel → Agents → Departments
3. Select SysAdmins
4. Check the option to make it a Top-Level Department
5. Click Save Changes