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

1) Create Your API Keys

Once you are logged in as an Admin. Click on Admin Panel in the top-right.

Now click API Keys under the Manage tab.

We will need to create two API Keys. For each key, click Add New API Key and fill out the form

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

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 Dispatcher Rules.

Read/Write	Read Only
priority	selections
alert	name
auto_respond	email
msg	hostname
subject	mac
append	ip

Field Definitions

priority

The ticket priority level (Urgent, Low, etc.):

alert & auto_respond

other

There are additional variables which are common to all integrations. Those are documented here

Webhook Walkthrough

osTicket does not support webhooks. We are looking into another system for enabling notifications for this ticket system.