Active Directory Helpdesk Setup
Aims:
Demonstrate Active Directory Setup: Provide a step-by-step guide and insights into setting up a Windows 10 Active Directory environment covering server and client configurations.
Illustrate Helpdesk Simulation: Showcase the process of using Jira to create and manage support tickets, mimicking a real-world helpdesk environment within the Windows Active Directory setup.
Highlight Troubleshooting Scenarios: Present common issues that users might encounter in a Windows environment and demonstrate the troubleshooting process, emphasizing the role of Active Directory in issue resolution.
Integrate Jira for Ticketing: Could you explain the benefits of using Jira as a ticketing system, how it streamlines helpdesk operations, and its integration with Active Directory for efficient user support?
Objectives:
Provide a Detailed Active Directory Installation Guide: Walk readers through the installation and configuration of Windows Server for Active Directory, detailing the necessary steps to establish the domain.
Create and Manage Support Tickets in Jira: Outline the process of creating, tracking, and resolving support tickets using Jira, focusing on integrating Jira with the Active Directory environment.
Simulate Helpdesk Interactions: Describe a simulated helpdesk scenario, including creating a support ticket, troubleshooting the issue on the client side, and resolving it on the server side.
Discuss Active Directory Features for User Management: Highlight key features of Active Directory related to user account management, group policies, and security, emphasizing their importance in a helpdesk setting.
Explore Best Practices for Helpdesk in an AD Environment: Share best practices for managing a helpdesk within a Windows 10 Active Directory environment, covering user support, ticket prioritization, and communication strategies.
Active Directory Setup
Active Directory was set in the past and was reinstalled using a snapshot a full set-up guide can be seen here: https://itwoznotme.github.io/2023/09/03/HomeLab-ActiveDirectory.html
To test if the configuration still works ping and nslookup were used to test connectivity.
After this, a new user was added called Ryan with a random password.
Jira Helpdesk
To mimic a helpdesk environment Jira was used to raise a ticket from the client to the helpdesk team.
Accessing the Domain Controller, we can see that a ticket has arrived at the helpdesk team, and can then be assigned to a member and solved or escalated.
The ticket was understood and solved by the helpdesk operator by resting the password within the users and computers section of active directory.
The password was updated, allowing the user to log in via active directory. The ticket was then marked as resolved through Jira.
The client was then able to join the domain with their new credentials.
Additional Jira Helpdesk
After the scenario was completed I tested more options within my helpdesk environment