osTicket Documentation =========================== This guide will show you how to set up osTicket to work with your new Helpdesk Buttons in as few as 15 minutes. Integration -------------------------- osTicket integration requires two main parts: `1) set up the API integration. `_ `2) configure helpdeskbuttons account. `_ Video Walkthrough ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ .. raw:: html
1) Create Your API Keys ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ Once you are logged in as an Admin. Click on Admin Panel in the top-right. .. image:: images/os-image-1.png Now click API Keys under the Manage tab. .. image:: images/os-image-2.png We will need to create two API Keys. For each key, click Add New API Key and fill out the form .. image:: images/os-image-3.png .. image:: images/os-image-4.png osTicket requires API Keys be paired with IP addresses. Helpdesk Buttons servers are located at: - 34.202.14.153 - 3.209.57.193 Let's Label these as Key1 (34.202.14.153) and Key2 (3.209.57.193) 2) Helpdeskbutton.com Settings ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ .. image:: images/os-image-5.png Once you have your API Keys and you put in the url for osTicket put the keys into the appropriate space on Settings page in this format: Key1:Key2 That should be it. Hit update and test the integration with the Integration Test button. Anti-Virus and AntiMalware ------------------------------------------------------------ It is not always necessary, but we recommend whitelisting the tier2tickets installation folder (C:\\Program Files(x86)\\tier2tickets). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. `Webroot `_ in particular can cause issues with screenshots. Dispatcher Rules ------------------------------ This is the list of variables that can be accessed when using the :ref:`Dispatcher Rules `. +--------------------------------------------------------------------------+----------------------------------------------------+ | Read/Write | Read Only | +==========================================================================+====================================================+ | :ref:`content/integration/osticket:*priority*` | :ref:`content/automations/dispatcher:*selections*` | +--------------------------------------------------------------------------+----------------------------------------------------+ | :ref:`alert` | :ref:`content/automations/dispatcher:*name*` | +--------------------------------------------------------------------------+----------------------------------------------------+ | :ref:`auto_respond` | :ref:`content/automations/dispatcher:*email*` | +--------------------------------------------------------------------------+----------------------------------------------------+ | :ref:`content/automations/dispatcher:*msg*` | :ref:`content/automations/dispatcher:*hostname*` | +--------------------------------------------------------------------------+----------------------------------------------------+ | :ref:`content/automations/dispatcher:*subject*` | :ref:`content/automations/dispatcher:*mac*` | +--------------------------------------------------------------------------+----------------------------------------------------+ | :ref:`content/automations/dispatcher:*append*` | :ref:`content/automations/dispatcher:*ip*` | +--------------------------------------------------------------------------+----------------------------------------------------+ Field Definitions ^^^^^^^^^^^^^^^^^ *priority* """""""""" **The ticket priority level (Urgent, Low, etc.):** .. image:: images/os-priority.png :target: https://docs.tier2tickets.com/_images/os-priority.png | | *alert & auto_respond* """""""""""""""""""""" .. image:: images/os-alert+auto.png :target: https://docs.tier2tickets.com/_images/os-alert+auto.png | | *other* """"""" There are additional variables which are common to all integrations. Those are documented :ref:`here ` Webhook Walkthrough ------------------------------ osTicket does not support webhooks. We are looking into another system for enabling notifications for this ticket system.