osTicket – Windows Install Guide

I spent more time than I care to admit trying to setup and configure the latest version of osTicket during the last week or so, having zero background experience with Apache, Mysql or PHP just made it all the more challenging. So I thought I would create the following documentation to help Simplify the install process for new users. I will be updating the Mods section as time allows to Detail my current MOD setup. Please Let me know if you have any questions along the way!

 

1.7 Install Guide

osticket_windows_logo2

Before we can begin installing osTicket, First we have to satisfy the following Pre-requisites:

PHP 4.4 ( or higher )
MySQL 4.4 ( or higher )
Web Server of choice ( Apache, ISS, hosted, etc )

I’ve found the simplest way to accomplish this, Is by using Xampp. Essentially Xampp is our All-in-One solution for satisfying all of the above Pre-requisites for osTicket.

Download and Install Xampp.  Selecting the following Components.

Xampp_Install1

When the Install has Finished. Open your Xampp Control Panel (C:\xampp\xampp-control.exe)

Xampp_install2

Now Start the Apache & MySQL Services.

 

Additional Notes:

* You may encounter installation issues if you are installing Xampp to a machine that has had or currently has PHP or MySQL installed. I highly recommend un-installing any versions of MYSQL or PHP before Starting your install.

* PHP in this package needs the Microsoft Visual C++ 2008 Redistributable package from http://www.microsoft.com/en-us/download/details.aspx?id=5582.

 

If Port Conflict Occurs for Apache….

Open up Command Prompt and Type ” netstat -aon “. Take Note of the PID #.

cmdprompt_netstat

Now Open Task Manager > Processes. Sort by PID #. ( If you don’t see PID, You need to select it @ View > Columns )

If you are able to safely disable it, You can do so by Going to Run and typing “Services.msc“. If Port 80 is being used by a legitimate source, You can change the Port that Apache uses. ( Although I recommend using Port 80 if possible! )

Under the Apache Module – Select  Config > Apache (httpd.conf)

Once Open – Find the Following Section of Code and Change the default Port #80

#Listen 0.0.0.0:80
#Listen [::] :80
Listen 82

 

If apache service Starts Fine – Continue to  Installing osTicket

 

InstallingosTicket

 

Download osTicket @ http://osticket.com/downloads.php

1.)  Un-compress the .zip File
2.)  Create a Folder in “C:\xampp\htdocs\“ for osTicket ( This will be used to browse to your site, so choose something appropriate – ex = Helpdesk, Support, osTicket )
3.)  Copy the Contents of the “upload” Folder from osTicket-1.7.0 to your newly created Folder “C:\xampp\htdocs\helpdeskname”

 osTicket_install1

 

4.) Now we have to Configure the Username & PW for MySQL ( default = root, “no password” ).
Browse to http://yourdomain.com/security/. You should See the Below Page.

**If the below security page doesn’t display correctly, or returns an error, Try visiting this page first:
http://localhost/security/lang.php?en

xampp security1

Select your Language > Then Browse to http://localhost/security/xamppsecurity.php

xampp security3

Change the Password for MySQL & Set PHPMyadmin Authentication to “http

Then Create a username and Password to Secure our XAMPP Directory.

Xampp_Directory_security

When you are Done, Verify your Security Settings.

Xampp_Security_Check

Now Go Back to your Xampp Control Panel and Restart the MySQL service.

 

5.) Now Browse to http://yourdomain.com/osTicket. You should See the Below Page.

osTicket_install3

Follow the instructions on Screen to Finish the Install.

osTicket_install4

6.) While optional, I recommend running your Apache & MYSQL as Services. This will allow you to access your ticketing system when logged off of the Host machine as well as give you the “on failure” options for Services. (R-Click My Computer > Mange > Services — R-Click Service > Properties > Recovery Tab )

xampp_Start_Service

 

 

 

Configuring osTicket

 

Customize the Look of  osTicket

To Change the Default osTicket Images – Replace The following .png files…

Admin / Staff Page Logo
C:\xampp\htdocs\oTicket\scp\images\ost-logo.png

Admin / Staff Page Login
C:\xampp\htdocs\oTicket\scp\images\login-logo.png

User Page Logo
C:\xampp\htdocs\oTicket\assets\default\images\logo.png

 

Enable Screenshots via MailFetch

Admin Panel > Tickets > Add .PNG to accepted Attachments.

 

Change Default Allowable Phone Format for New Ticketshttp://osticket.com/forums/showthread.php?t=718

Open up  include/class.validator.php in your Favorite PHP Editor.

Change  Function "_Phone" to meet your desired requirements

 

Change Ticket Priority Color:

1.) Browse to – http://yourdomain.com/phpmyadmin

2.) Locate your ost_Ticket_Priority Table.

3. Change the HTML Color Code as desired.

TicketPriority_Color

 

Disable TAB Select on J-query Searches ( So Tab does what you would expect it to do!! )

*In scp\js\bsn.AutoSuggest_2.1.3.js

*Comment Out Line 98 = //var TAB = 9;

 

Setting up a Virtual Host in Apache

* This is purely a quality of Life change – But It Means the difference between your users having to remember & Type the following…

http://whdintranet01/osticket/   vs.   Helpdesk

*First You must setup a Forward Lookup Zone on your DNS Server.

*Modify  your hosts.ini File to represent your server name. Your server name must match your DNS entry from the previous step!  ( C:\windows\system32\drivers\etc )

hosts.ini

*Then you will need to Modify your httpd-vhosts.conf File by adding the following section of Code. Located @  C:\xampp\apache\conf\extra\

<VirtualHost *:80>
    ServerAdmin admin@localhost
    DocumentRoot C:\xampp\htdocs\osTICKET
    ServerName  Helpdesk
   <Directory “C:\xampp\htdocs\osTICKET“>
        Options Indexes FollowSymLinks Includes ExecCGI
        AllowOverride All
        Order allow,deny
        Allow from all
    </Directory>
</VirtualHost>

*Finally, You will need to Restart your Apache Service in the XAMP Control Panel for these changes to take affect.

 

Enable i-map E-mail Fetching

Imap_Email_Fetching

Open your Xmapp Control Panel.

Under the Apache Module – Select Config > PHP(php.ini)

Once open – Uncomment the following code:

Extension=php_imap.dll

 

Additional Notes:

*You may need to enable the “Microsoft Exchange Imap4”  Service on your Exchange CasArray / Exchange Servers for this service to work.

 

Recommended osTicket Mods

 

HTML Template MOD:

This modification no longer functions properly in the latest version of OS-ticket, the code below is for reference only!!! Please see the forum link below!

 

Login to PHPmyadmin > Select osTicket DB.

Run SQL command:

 

include/class.config.php – Add @ ~ line 548

Then Add the Following around Line 733

 

include/class.email.php
Add after “//do some cleanup

Then Add the following after ” $mime->setHTMLBody($htmlbody); ”

 

include/staff/settings-emails.inc.php

After Line 104 Add…

 

Open class.ticket.php and comment out the following lines of code: ( x5 total )

This will Make sure that the Reply Separator does not get included twice on Replies.

Link to Forum Post: http://osticket.com/forum/discussion/9535/updated-for-1-7-html-email-template#latest

Auto-Fill For frequently asked Questions:

*This is a EveryDay-Tech Original :). You can download the Modded Files HERE.

This MOD leverages the Canned responses system to automatically populate the subject & issue field along with the already auto-Filled Response field on newly created staff tickets. This MOD adds a “subject” & “issue” text field to the Canned response Area so you can quickly Populate these fields for common issues!! ( autofill password resets anyone? )

I’ve added the Changes below if you would like to modify the files yourself, otherwise you can find the Altered Files in the Zip file Above. You can do a search for ” //RJS ” in the Modded Files to find out exactly what was changed.

MyPHPAdmin

 

include/class.canned.php
Below ‘,response=’.db_input($vars[‘response’]).

and add…

 

include/staff/cannedresponse.inc.php – Line 73 ish – ADD

 

scp/js/scp.js – Line 190 – Add lines commented with //RJS

 

Include/staff/Ticket-open.inc.php – Line 216 / 219 ish

Add to existing Text Fields for Subject & issue

 

Link to Forum Post: http://osticket.com/forums/showthread.php?p=39871#post39871

Auto-Fill Fields on New Ticket:

*This is a EveryDay-Tech Original :). You can also download the Modded Files HERE.

This Mod Uses the Auto-fill Feature that is already present in the base install that populates Email & User name. Our aim here is to Automatically pull in the users phone number and any additional user related fields that you may have added to your install. You may notice that my install has an additional field called  “pcname”, if you are interested in adding any additional fields please see the MOD below by Ntozier.

include/ajax.users.php

 

scp/js/scp.js – Line 316

 

Link to Forum Post: http://osticket.com/forums/showthread.php?p=39128#post39128

Add Custom Fields MOD:

Ntoziers Guide to Add Custom Fields: http://www.tmib.net/adding-custom-text-fields-tickets

Reporting MOD:

Assign Ticket to Staff who Created it:

\include\staff\ticket-open.inc.php

Then add the following Code:

 

Link to Forum Post: http://osticket.com/forums/showthread.php?p=39195#post39195

Auto-complete by Searching Full Name Field
This Mod essentially replicates the Search functionality that is already present in 1.7st for the e-mail field for the Full name field. I have some pretty picky co-workers and they wanted to be able to search by first and last name! ( our email format is FLastname@domain.com, so the email field search wasn’t cutting it… )

In any case I’ve documented my changes below for those of you who want to MOD your files manually. I’ve commented all my changes with my initials – “RJS” to make searching for Modded section of code just a bit easier.

include\staff\ticket-open.inc.php
Search for “Full Name:” and Make the following changes….

 

scp\js\scp.js
Add the Following function…

scp\ajax.php
After Line 55 Add….

Create The following File – include\ajax.names.php

 

Forum Link: http://osticket.com/forum/discussion/9807/mod-autocomplete-by-searching-full-name-field-on-new-tickets#latest

 

Additional Resources

http://sudobash.net/
http://www.tmib.net/
http://osticket.com/wiki/Installation
http://osticket.com/forums/
Download This Guide!
 
 
Note to Readers:
I Put a lot of time and effort into making this guide, It would be great to hear from some of you! Please comment Below if you found this guide helpful, I would truly appreciate the feedback!
 
~Cheers
Rionoskae
  • Brian

    Great guide – got osTicket setup and running using this on Windows 7 with no problems at all.

    Thanks very much

    Brian

  • Qassam

    Please guide me after that how to start for a system with interface to receive tickets of IT problems

    • Rionoskae

      Can you be more specific Qassam? I’m not sure I understand your question….

      The osTicket Forums are a great resource for troubleshooting beyond the scope of my guide.
      http://osticket.com/forums/

      • Qassam

        I’ll be more specific,

        After I finished the above mentioned installation steps, I got the page http://localhost/osticket/setup/install.php

        with congratulations message page.

        I would appreciate it if you could help me to go to the page:

        Your Staff Control Panel:
        http://localhost/osticket/scp

        as it keeps giving me fatal error.

        I want to setup the tickets logging.

        • Rionoskae

          Qassam,

          You linked me a localhost web address…I can’t see that.

          Can you link an image of both the finished install page & the fatal error you get @ /osticket/scp? I would recommend creating a post @ the osticket Forums for this issue and reply back with the link – More people looking at the problem is never a bad thing.

          Sight unseen, I would suggest retracing your steps and if possible try the install on a newly imaged PC.

          ~Cheers
          Rionoskae

          • Qassam

            Dear Rionoskae,

            First of all, I really appreciate your quick response to my comments.

            From my previous comment I tried hardly to describe the picture I got as I don’t know how to link image in the reply here.

            All I wanted is to know after your steps, what is the URL link to go to the login page to enter the Admin user; i.e, in your steps was :

            John
            Doe
            JDoe@workplace.com
            Administrator
            ********************

            I want to login and start log tickets!

            Regards.

          • Rionoskae

            You are in the right place @ http://localhost/osticket/scp

            Do you get a login prompt when you get to that web address or just a fatal error?

          • Qassam

            yes a fatal error

  • Qassam

    I get fatal error when I click on the link:

    http://localhost/osticket/scp

    instead of login prompt

    • Rionoskae

      Does http://localhost/osticket work for you? Or do you get another fatal error? Did you encounter anything during the install process that didn’t show up in the guide?

      Please create a post detailing your install issue in the osticket support forums @ http://osticket.com/forums/ and Link the forum post back Here and I’ll be happy to continue troubleshooting with you.

      The forum will allow you to copy/paste valuable screenshots and log info.

      ~Cheers
      Rionoskae

  • Qassam

    Dear Rio,

    As per your request, kindly find the requested post in the link below:

    http://osticket.com/forums/showthread.php?p=45017#post45017

    Best Regards.
    Qassam

  • Qassam

    Dear Rio,

    The issue has been solved by installing the mentioned version 1.7.0

    The latest one has bug which is the problem I faced described in the above posts.

    Thanks for your efforts in troubleshooting.

    Best Regards.

    • Rionoskae

      Qassam,

      That is great – Super glad to hear it 🙂

  • Qassam

    Hi Rio,

    I’m Qassam again.

    I liked your post of HTML Email at :

    http://osticket.com/forums/showthread.php?t=14165

    and I want to apply it on the current version 1.7.1.4

    It doesn’t work.

    Please your guide

    • Rionoskae

      That is the only MOD I would currently advise against using, as it breaks the ability for the ticketing system to process e-mail attachments.
      ( It is noted in the bottom of the original forum post if you look close)

      I kept the post up as a reference, in the hopes that users who are more adept at PHP would pick it up and make it work 100%.

  • patrick

    where can I enable the “Microsoft Exchange Imap4″ Service on your Exchange CasArray / Exchange Servers ??

    my osTicket does not send an email to the clients that contains the Ticket ID..

    • Rionoskae

      If i recall correctly, you should just have to start the “Microsoft Exchange Imap4” Service…

  • Rionoskae

    Also, Just to clarify…

    Is osTicket sending an E-mail just without the Ticket ID? Or is it not sending anything?

    • Patrick Malig

      what application should I install for the Microsoft Exchange Imap4?

      it is not sending anything .. that’s the only problem I am encountering now….

      thanks in advance! 🙂 God bless.

      • Rionoskae

        Its not an application – It is a service on your exchange server. If you don’t have your own mail server, I would suggest turning to the osTicket forums for alternative suggestions.

      • Rionoskae

        Patrick,

        If you tell me what e-mail address domain you are trying to configure for your Imap config, I can probably help you sort this out. Gmail / Hotmail?

        Gmail IMAP server address: imap.gmail.com
        Gmail IMAP user name: Your full Gmail address (e.g. “me@gmail.com”)
        Gmail IMAP password: Your Gmail password
        Gmail IMAP port: 993
        Gmail IMAP TLS/SSL required: yes

        The above configuration came up for me in a quick google search, I’m sure you can find your own mail server settings using the above as a template.

        • I was able to get the ticketID by showing it to the thankyou.php..

          now I am trying to delete the ticketID or account when the ticket is closed..

          is that possible?

          • Rionoskae

            Patrick,

            I think these questions are starting to fall well outside the scope of this guide – I would encourage you to post your question in the osTicket forums. The forum moderators are likely going to be more helpful for any post initial setup questions.

  • Mary Jane

    This is a fantastic resource, thanks for compiling this! 😀 Just fyi, under the Name Autocomplete mod, where it says “after line 55, insert url_get…”, there’s a missing line compared to the forum thread saying which file to modify (scp/ajax.php”) 🙂 I only read the guide at first and assumed it was still modifying the scp.js file from above it. Again, awesome, awesome resource. Thanks!!

  • Rionoskae

    Thank you very much 😀 Comments like yours is why i keep doing this!

    In any case, thanks for pointing out my oversight as well – it has since been fixed. Sorry for any confusion there.

  • Thanks a lot for your guide.

    I’m trying to find some guide for post-installation (not tech vision, but with an admin vision). I think we’ve a lot of material about the setup proccess, I think it would be wonderful a deploy guide about the system or how you use the system. Think about it !

    Thanks again.
    Regards,

    Wellington

  • Gaurav

    I have set up osTicket on my Window 8 machine. Everything works like send and receive mail (while using outlook account) .But try send on any other external mail like gmail or yahoo an error comes:-” mail() [function.mail]: SMTP server response: 550 5.7.1 Unable to relay “.

    • Rionoskae

      I don’t think that is a limitation of Windows 8, or really osTicket. You should be able to resolve the issue by setting up exchange to relay your e-mail. I actually cover the entire process in another guide – http://everyday-tech.com/archives/1615 ( Method B under – SMS Notifications )

      I would verify this is the issue first in the osTicket Forums!

      ~Cheers

  • Bipin

    You are really a star for me…This guide helped me a lot and added one more quality in my tech skills. Thank you so much.

  • Aran

    hello!,
    Please, can reupload the html email mod? This is corrupted.
    Thanks

  • Rionoskae

    Aran,

    I’ve updated the HTML email MOD section with relevant information regarding the state of the MOD. My company has since moved on to using the Spiceworks Ticketing system and I am no longer creating/updating these MODS for newer versions of OSticket.

    Best of Luck.

  • Aaron

    Hi,

    I installed XAMPP Control Panel V3.2.1, and had both Apache and MySQL running.
    I tried both osTicket zip files, 1.8.0.4 and 1.8.1.2, after I finished the above mentioned installation steps (Follow the instructions on Screen to Finish the Install.), it returned a blank page. When I go to http://localhost/osticket/, its doing the setup process again.

    • This guide was created for 1.7. I know that there were a few install issues when 1.7.1 first rolled out ( which I believe were since resolved ) – I imagine the same thing is happening with 1.8.

      I would post a comment in the osticket Forums to troubleshoot issues with installing 1.8 – The Moderators their are top notch and certianly are more familiar with 1.8 than I am.

      • Aaron

        Thanks for the quick response. I also tried another osTicket Core, V1.7.7 moment ago, but still have the blank screen. 🙁

        • Aaron,

          Sorry to hear your having problems. I’ll see If I can’t dig up any useful information, in the mean time though I would encourage you to take advantage of their Forum support. Let me know if you resolve the issue and I’ll report back if I find anything tomorrow.

          ~Cheers

  • Ghazanfar

    hello.. i just did completed my installations using the method below, filled in complete details at http://localhost/oTicket/setup/install.php….. but after some time the browser becomes bank… nothing happens. I have also checked out the mysql, it does creates all tables. can you please help me on what can be the possible reason.
    Thanks in advance.

    Ghazanfar

    • Sorry to hear you are having issues Ghazanfar….

      This guide was created for the 1.7 version of osTicket, as such there have been a few people that have reported issues when trying to setup newer versions of osTicket. The install process shouldn’t change that much though, I would post whatever issue/error you are encountering on the osTicket Forums. They are more familiar than I am with the nuances of 1.8 +.

      ~Cheers

    • Tom Joy

      Hi Ghazanfar,
      Please change the max execution to 120 in php.ini file

    • chelsea dimathea

      open browser, fill 127.0.0.1/oTicket and press enter.

  • Denny

    Dear All, I just found the precious link and it make me so glad. I also have the same problem when try to install the osTicket and suddenly the browser window going into blank. After following the instruction in the link, i get success in my osTicket installation. Hopely this information can help you guys ^^. Here it is.. https://sg.answers.yahoo.com/question/index?qid=20140311203311AAcdFMM

    Rgrds

  • Reymond Espiritu

    Hi there, if I put all the php files of Osticket into another server perhaps how can I configure the mysql connection without even re-installing the system

  • tacothegamer

    Hi. When I try to start Apache on XAMPP I get an error saying this:

    Status change detected: stopped

    22:30:07 [Apache] Error: Apache shutdown unexpectedly.

    22:30:07 [Apache] This may be due to a blocked port, missing dependencies,

    22:30:07 [Apache] improper privileges, a crash, or a shutdown by another method.

    22:30:07 [Apache] Press the Logs button to view error logs and check

    22:30:07 [Apache] the Windows Event Viewer for more clues

    22:30:07 [Apache] If you need more help, copy and post this

    22:30:07 [Apache] entire log window on the forums

    How can I fix this problem? I’ve tried following the steps you mentioned.

    Thanks,
    Tom

  • Uzair

    Hi, All!
    I’ve installed osTicket properly, but when I go to access through authentication [agent or event viewer] I get an error (Access denied). No one can login including admin. what measures should I take to overcome this issue.

    Thanks and regards;
    M. Uzair

  • Rafiq

    Hi,

    I have installed osTicket 1.7.1.1 based on this install guide, and it works fine.

    Thanks
    Rafiq

  • Just wanted to follow-up with this guide, since it’s been awhile.

    Just tested it on latest version of osTicket (v1.9.2 at the time of this writing) and everything checks out just fine. There was one small hiccup, but I have since updated the documentation to reflect this (very minor) change.

    **Also it should be noted that to remove the chmod 664 message that you get after install, just set the ost-config.php file to “read only” security.

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