SOC Challenge/Day 24-osTicket Installation Guide

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D24 - osTicket Installation Guide

1. Introduction, Purpose and Objectives

This guide provides step-by-step instructions for installing osTicket, an open-source ticketing system.

  • What is this guide about?
    The guide focuses on setting up osTicket on a cloud-based virtual machine (VM) using the XAMPP stack. This involves configuring the VM, installing software dependencies, and ensuring the system is accessible for managing tickets.

  • What problem does it solve?
    Managing multiple incidents, tasks, or service requests becomes complex without an efficient tracking system. A ticketing system like osTicket helps streamline the process by creating, routing, and tracking tickets from start to finish.

  • What caused this problem?
    Organizations often struggle to manage high volumes of requests, tasks, and incidents using manual or disconnected processes. As requests increase, the lack of centralization leads to delays, missed tasks, and reduced efficiency. A properly configured ticketing system addresses these challenges by automating workflows, improving visibility, and enhancing accountability.

This project will involve learning through practical implementation and documentation to ensure smooth installation and operation of osTicket.

2. Installation Steps and Notes

Note: I watched a 20-minute installation video, but I found it difficult to remember all the steps. So, here’s a clear and sequential guide to help keep everything organized.

Step 1: Create and Configure a Cloud VM

  • Create a VM: Start with 1 vCPU and 2 GB RAM (I used 2 vCPU and 4 GB RAM with free credit).
  • Set up the cloud firewall: Adjust the settings to allow necessary access.
  • Grant access from your laptop: Ensure you can connect to the VM via RDP.

Step 2: Configure Firewall Rules on the VM

  • Connect to the VM via RDP and open Windows Firewall with Advanced Security.
  • Add a new rule:
    • Select Port-based rule and allow ports 80 and 443 (for HTTP and HTTPS).

Step 3: Install and Set Up XAMPP

  • Download and install XAMPP.
  • Start the Apache and MySQL services.

Step 4: Configure MySQL Access

  • By default, root and pma users can only access the database from localhost.
  • Update the access settings: Change localhost access to the VM's IP address.
  • Set passwords for the root and pma users.
  • Create a new database and assign the appropriate permissions to the accounts.

Step 5: Test Apache and MySQL Connections

  • From your SOC laptop, try accessing the Apache and MySQL services using the IP address of the VM.

Step 6: Download and Install osTicket

  • Download osTicket and extract the files.
  • Inside the XAMPP htdocs folder, create a new folder named osTicket.
  • Copy the osTicket script and the upload folder into the htdocs\osTicket directory.
  • Begin the installation by navigating to:
    http://<VM-IP>/osTicket/upload

Step 7: Finalize Installation and Log In

  • Complete the installation steps via the web interface.
  • After the setup, log in to the admin panel at:
    http://<VM-IP>/osTicket/upload/scp

3. Summary of Key Steps

In this lesson, we:

  • Installed and configured the XAMPP stack.
  • Downloaded and placed osTicket within the XAMPP environment.
  • Successfully installed osTicket and logged into the system.

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