osTicket Powered by GlobalSolutions

osTicket is a widely-used and trusted open source support ticket system. It comes with more features and tools for the support ticket system. One can also manage customer emails with ease.

We have built osTicket as an offering in AWS Marketplace which can be used for development or production environments. We have made it easy for the user to start using the features of the product rather than spending time installing and configuring it.

Installation Location

Category	Packages	Version Used	Location
RDBMS	MySQL	8.0.46	C:\Program Files\MySQL
Web Server	Apache	2.4.67	C:\Apache24
PHP	PHP	8.3.31	C:\PHP
phpMyAdmin	phpMyAdmin	5.2.3	C:\Apache24\htdocs\phpmyadmin
osTicket	osTicket	1.18.3	C:\Apache24\htdocs\osticket

MySQL and phpMyAdmin Login

Username	Password
root	Instance_ID

Getting Started

The osTicket offering from GlobalSolutions comes pre-packaged with all dependent components for osTicket. All the user has to do is subscribe to our AMI and start using the web-based ticketing system.

Connecting to Your AMI

Once you subscribe to the AMI from AWS Marketplace, open Remote Desktop Connection from your system and connect using the password.
The password of your AMI can be generated from the AWS Console by selecting your running osTicket instance and clicking the Connect button.
This will open a window where you can choose your .pem file and generate the password.

Accessing osTicket

To access the osTicket application, open the Staff Control Panel icon on your desktop. This will take you to the Admin Page. Alternatively, open your browser and navigate to http://localhost/osticket/upload/scp/login.php. Log in with:

Username: Administrator
Password:Instance_ID

The EC2 Instance ID of your instance can be seen in the top-right corner of the desktop or by visiting your AWS Console.

While installing the osTicket application, dummy Admin details are provided. You can update them with your own details by clicking Profile in the upper-right corner and saving your changes. Feel free to change other details like Helpdesk name and ticketing procedures by clicking on the Agent Panel.

Email Settings

Email settings are crucial in any helpdesk ticketing system. Emails are used when opening tickets, registering new accounts, and updating tickets. To configure email settings:

Open your browser and navigate to http://localhost/osticket/upload/scp/login.php
Enter Username: Administrator and Password:Instance_ID
Once logged in, go to the Emails tab.
Define all required emails (dummy emails are provided by default).
Create an email for all outgoing purposes and provide the correct SMTP access information for your SMTP server.
After creating the required email addresses, go to Settings → Email and set your Default and Alert Emails to the one created in the previous step.

Note: Providing incorrect SMTP server information will prevent customers from registering as new users, and all email notifications from your outgoing email configuration will not work.

For more details, refer to the osTicket email settings guide: http://osticket.com/wiki/Email_settings.

Customer URL

Customers consuming the Support application can log in and submit tickets using: http://<domain-name>/Support/

Note: For testing purposes, you can use ec2-public-dns/support to access from outside the instance. For production, map the Public/Elastic IP to your domain in the DNS settings of your ISP control panel.

AWS Cost Optimizer — CloudInsider

Our other popular offering is the AWS Cost Optimizer aka CloudInsider, available in AWS Marketplace. This service has helped our customers save significantly on AWS and other cloud spending. It is easy to subscribe and you can see the savings in minutes.

▶ Watch Demo Video Subscribe on AWS Marketplace

Support

For any questions or assistance with our AWS Marketplace offering, reach out to us at support@theglobalsolutions.net.