osTicket SOC Tooling

A trio of reference tutorials I wrote for deploying osTicket as a SOC ticketing backbone, from bare-metal install through analyst workflows. Captured during a CourseCareers IT Lab exercise.

The three repos Link to heading

• osticket-install: prerequisites and installation tutorial. Walks through getting osTicket up on a clean host.
• osticket-config: post-install configuration outline. Roles, teams, departments, SLA settings, ticket templates: the stuff that actually makes a fresh install usable.
• osticket-ticketdemo: intake-through-resolution tutorial. End to end ticket lifecycle from analyst submission through triage, escalation, and closure.

Why this matters Link to heading

In a small SOC, ticketing is the spine. Bad ticketing → silent SLA misses, lost context between shifts, no incident audit trail. These tutorials are the playbook I built so future student analysts could spin up their own osTicket instance and pick up live tickets without burning a week reading the official docs.

Stack: osTicket · Apache · MySQL · PHP · Linux

This osTicket knowledge later transferred when our OT SOC team at UArizona Facilities Management evaluated and deployed GLPI, the similar IT service management platform we chose for day-to-day ticketing and asset and inventory management. The osTicket tutorials remain public for anyone standing up a similar small-SOC stack.