How To Establish an Assistance Workdesk System with OTRS on Ubuntu 18.04


OTRS, likewise known as Open resource Ticket Request System, is a help workdesk as well as IT service management system. It gives a single factor of get in touch with for customers, consumers, IT workers, IT solutions, and also any kind of external companies. The program is written in Perl, sustains a variety of data sources (MySQL, PostgreSQL, etc.), and can incorporate with LDAP directory sites.

In this tutorial, you will mount OTRS Neighborhood Version on an Ubuntu 18.04 server and also set up a straightforward assistance workdesk system, which will certainly permit you to get as well as process demands from your customers using both the internet user interface and e-mail.


To complete this tutorial, you will require the following:

  • An Ubuntu 18.04 web server established by following our Preliminary Web Server Setup Overview for Ubuntu 18.04, including a non-root user with sudo privileges as well as a firewall configured with ufw.

  • Apache as well as MySQL installed on your Ubuntu web server. Comply with action 1 and 2 of this guide to set up these.

  • A fully signed up domain. This tutorial will use throughout. You can buy a domain on Namecheap, obtain one free of charge on Freenom, or utilize the domain registrar of your selection.

  • Both of the following DNS documents established for your server. You can comply with this intro to DigitalOcean DNS for information on how to add them.Read here At our site

    • An A document with pointing to your web server’ s public IP
    • address. An A record with indicating your web server’ s public IP
  • address. A TLS/SSL certification mounted on your Ubuntu 18.04 server for your domain name. You can adhere to the Let’ s Encrypt on Ubuntu 18.04 overview to obtain a complimentary TLS/SSL certificate.

  • Postfix mail transfer agent set up by following our tutorial How To Set Up and also Configure Postfix on Ubuntu 18.04.

  • ( Optional) A dedicated Gmail account with IMAP accessibility enabled, 2-step confirmation, and also an Application password produced with the Other (Custom name) option. When you produce the App password, create it down so that you can utilize it symphonious 5. You will certainly use Gmail to configure incoming mail ticket production in OTRS, with Gmail as your IMAPS mail box. This is just one approach of setting up incoming mail for OTRS; if you would love to explore various other choices, check out the OTRS documents.

Caution: Do not make use of any one of your very own energetic Gmail accounts to configure incoming mail for OTRS. When forwards e-mails to OTRS, all emails in the Gmail account are removed. Due to this, it is a much better alternative to develop a new Gmail account to use specifically for OTRS.

Action 1 —– Installing the OTRS Package and also Perl Modules

In this action, you will certainly mount OTRS and also a set of Perl modules that will certainly raise the system’ s functionality

. OTRS is offered in Ubuntu’ s plan manager, yet the main paperwork suggests setting up OTRS from source.

To do this, first log into your Ubuntu web server as your non-root individual:

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download the resource archive with the wget command. For this tutorial, you will download and install variation 6.0.19; you can discover the most recent offered version on the OTRS download page. wget Copy Next off , unload the pressed
    • documents with tar: tar xzf otrs-6.0.19. tar.gz


    Move the contents of the archive right into the/ opt/otrs

  • directory site: sudo mv otrs-6.0.19/ opt/otrs Replicate

    Since OTRS is written in Perl, it makes use of a variety of Perl modules. Inspect

    • for missing modules by utilizing the script

      included with OTRS: sudo/ opt/otrs/bin/ Duplicate You ll see output like this, noting which modules you already have downloaded and install as well as which you are missing:

      • Some modules are only needed for optional functionality,


        as interaction with various other data sources or managing mail with particular personality collections; others are required for the program to function

        . Although the suggested commands to download and install these components make use of apt-get, this tutorial will certainly install the missing out on modules with the proper command, which is the recommended finest technique for Ubuntu 18.04.

        Feel free to experience these modules manually, or use the following command:$ sudo proper install libapache2-mod-perl2 libdbd-mysql-perl libtimedate-perl libnet-dns-perl libnet-ldap-perl \ libio-socket-ssl-perl libpdf-api2-perl libsoap-lite-perl libtext-csv-xs-perl \ libjson-xs-perl libapache-dbi-perl libxml-libxml-perl libxml-libxslt-perl libyaml-perl \ libarchive-zip-perl libcrypt-eksblowfish-perl libencode-hanextra-perl libmail-imapclient-perl \ libtemplate-perl libdatetime-perl Whenever you re done mounting these components, rerun the manuscript to make certain that all the required modules have actually
        been installed: sudo/ opt/otrs/bin/ Replicate Your outcome will certainly now show all the set up modules: Outcome … o Text:: CSV_XS … … …… ok

        ( v1.34) o Time:: HiRes … … …… ok (v1.9741) o XML:: LibXML … … …… ok (v2.0128) o XML:: LibXSLT … … …… ok (v1.95) o XML:

        • : Parser … … …… ok

        ( v2.44) o YAML:: XS … … … … … ok (v0.69) Since you have

        OTRS and its

        dependences set up on your web server, you can set up OTRS to utilize Apache as well as MySQL. Step 2– Configuring OTRS, Apache, as well as MySQL web server In this step, you will certainly create a system user for OTRS, and afterwards set up Apache and MySQL web server to collaborate with OTRS. Develop a customer named otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS user ‘ otrs Copy- d establishes the individual s residence directory as/ opt/otrs, and -c establishes

        the ‘ OTRS customer ‘ remark to define the customer. Next off, include otrs to the

        webserver team: sudo usermod- G www-data otrs Copy OTRS includes a default config documents/ opt/otrs/Kernel/ Trigger this by replicating it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Duplicate Now, browse

      to the/ opt/otrs directory: cd/ opt/otrs Copy From here, run the manuscript. It will certainly find the 'appropriate user and also group setups and also set the documents as well as directory approvals for OTRS. sudo bin/otrs. Replicate This

    • will produce the following result:

    Outcome Establishing approvals on/ opt/otrs The right consents are currently set. Next, trigger the apache2 arrangement file and also make certain it is packed besides other arrangements. To

  • do this, make a symbolic link with the zzz _ prefix: sudo ln- s/ opt/otrs/scripts/ apache2-httpd. include.conf/ etc/apache2/sites-enabled/ zzz_otrs. conf Copy OTRS calls for
  • a few Apache modules

to be

active for ideal procedure. You can trigger them using the device a2enmod. Although some of these have already been enabled, it is an excellent concept to inspect them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Copy These modules allow Apache to collaborate with Perl,

    control HTTP

    headers, compress web server output, and set up result content filters.

    Restart your internet server to use brand-new arrangements: sudo systemctl restart apache2 Duplicate Prior to you go to the following action as well as run the web installer, transform several of the MySQL arrangement settings.

  • Open the MySQL configuration file in your favored text editor. This tutorial utilizes nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Replicate Seek the complying with alternatives under the [mysqld] area. For max_allowed_packet as well as query_cache_size, change the values to 64M as well as 32M respectively, as highlighted in the following code block:/ etc/mysql/mysql. conf.d/

  • mysqld.cnf … max_allowed_packet= 64M thread_stack= 192K thread_cache_size= 8 # This changes

the start-up

script and checks MyISAM tables if required # the very first time they are touched myisam-recover-options= BACK-UP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Inquiry Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This changes the

    optimum allowed packet dimension and also the query cache size so that MySQL can user interface with OTRS. Then include the adhering to highlighted extra choices under the [mysqld] area, at the end of the documents:/ etc/mysql/mysql. conf.d

    • / mysqld.cnf … # ssl-cert=/ etc/mysql/server-cert.

      pem. # ssl-key =/ etc/mysql/server-ikey. pem. innodb_log_file_size= 256M. collation-server= utf8_unicode_ci. init-connect = ‘ COLLECTION NAMES utf8 ‘. character-set-server= utf8 Copy This sets the database logfile size, figures out the personality collection as well as relation

      , and also creates an init_connect string to set the

      personality set upon starting the MySQL server.
      Save and also close mysqld.cnf by pressing CTRL+ X, complied with by Y and after that GO INTO. Then, restart your MySQL
      web server to use the new parameters:
      sudo systemctl reactivate mysql.service Copy Now that you have developed the otrs customer and also configured
      Apache and MySQL to collaborate with OTRS
      , you prepare to use the internet installer. Action 3-- Utilizing the Internet Installer In this action, you will certainly configure OTRS

      s data source setups in an internet browser as well as begin the OTRS daemon procedure on the command line. Open up in your favored internet browser, replacing with your domain name. You will locate a welcome display with the message Welcome to OTRS 6 and info concerning the OTRS

      workplaces. Click Next. The next screen will have the
      certificate for OTRS, which is the GNU General Public Permit usual to open resource programs. Accept by clicking Accept license and also proceed'after reading.
      On the next display, you will be prompted

      to pick

      a data source type. The defaults( MySQL and Produce a brand-new data source for OTRS) are great for your arrangement, so click Next to proceed. On the following display, get in the MySQL credentials

      that you established during the MySQL server installment. Usage root for the Customer field, then get in the password you created. Leave the default host worth. Click Inspect data source settings to see to it it

      • functions. The installer will generate credentials

      for the new

      database. There is no demand to keep in mind this generated password. Click Alongside continue. The database will be developed as well as you will see the effective result: Click Following. Next off —, give the complying with required

      system setups: System FQDN: A completely qualified domain name. Replace with your own domain name. AdminEmail: The email address of your system manager. Emails concerning mistakes with OTRS will certainly go below. Company: Your company s name. Leave all various other choices at their default worths: Click Next. Currently you will certainly come down on the Mail Configuration web page. In order to be able to send out and receive emails, you need to configure a mail account. This tutorial will certainly care for this later symphonious 5, so click Skip this step. The OTRS installment is now complete; you will certainly see a Completed page with a web link to the admin panel after Begin page, as well as the qualifications

      of the OTRS incredibly user after that. See to it you jot down the produced password for the root@localhost user and also the LINK for the Start web page. The only point left after a successful installation is to begin the OTRS daemon as well as trigger its cronjob. Bring up the terminal you are making use of to access your Ubuntu 18.04 server. The OTRS daemon is accountable for managing any type of asynchronous and persisting jobs in OTRS.

      Start it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ begin" Replicate You will certainly see the list below output: Outcome Take care of the OTRS daemon procedure. Daemon started There are

      2 default cron documents in the/ opt/otrs/var/ cron/ directory. Move right into this directory site. cd/ opt/otrs/var/ cron

      Replicate These cron data are

      made use of to make sure that the OTRS daemon is running. Trigger them

      • by copying them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Replicate To arrange these cron work, utilize the manuscript with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ beginning" Copy You have currently’installed OTRS

      with the internet installer and set up its connection

      to the MySQL

      data source. You additionally started the OTRS daemon on your web server. Next, you will certainly log in to the administrator web user interface as well as secure OTRS. Final thought In this tutorial, you established OTRS and also developed examination aid desk tickets. Currently you can accept and

      process requests from your individuals utilizing both the web interface as well as email. You can discover more about OTRS by checking out the OTRS Admin Manual. If you wish to learn more about how to make use of MySQL, see our An Intro to Queries in MySQL post, or discover DigitalOcean s Took care of Databases item.

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