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


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.


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


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 #.


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 [::] :80
Listen 82


If apache service Starts Fine – Continue to  Installing osTicket




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”



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:

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.


When you are Done, Verify your Security Settings.


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.


Follow the instructions on Screen to Finish the Install.


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 )





Configuring osTicket


Customize the Look of  osTicket

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

Admin / Staff Page Logo

Admin / Staff Page Login

User Page Logo


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.



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 )


*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

*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


Open your Xmapp Control Panel.

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

Once open – Uncomment the following code:



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


Add after “//do some cleanup

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



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.



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.



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:


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.

Search for “Full Name:” and Make the following changes….


Add the Following function…

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

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!


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