Exactly how To Establish an Aid Desk System with OTRS on Ubuntu 18.04


OTRS, additionally called Open resource Ticket Demand System, is an aid workdesk as well as IT service administration system. It provides a solitary point of call for customers, customers, IT workers, IT services, as well as any type of outside organizations. The program is written in Perl, sustains a selection of databases (MySQL, PostgreSQL, etc.), as well as can integrate with LDAP directories.

In this tutorial, you will certainly mount OTRS Area Edition on an Ubuntu 18.04 server and established an easy assistance desk system, which will permit you to obtain and process demands from your clients utilizing both the internet interface and also e-mail.


To finish this tutorial, you will certainly need the following:

  • An Ubuntu 18.04 web server set up by following our Preliminary Server Configuration Overview for Ubuntu 18.04, consisting of a non-root customer with sudo privileges and also a firewall software configured with ufw.

  • Apache and MySQL mounted on your Ubuntu server. Follow step 1 and 2 of this guide to set up these.

  • A completely signed up domain name. This tutorial will certainly use example.com throughout. You can buy a domain name on Namecheap, get one totally free on Freenom, or use the domain name registrar of your choice.

  • Both of the adhering to DNS records established for your server. You can follow this introduction to DigitalOcean DNS for details on exactly how to add them.More Here HelpDeskZ Download At our site

    • An A record with example.com indicating your server’ s public IP
    • address. An A document with www.example.com pointing to your web server’ s public IP
  • address. A TLS/SSL certificate mounted on your Ubuntu 18.04 server for your domain. You can follow the Let’ s Encrypt on Ubuntu 18.04 overview to get a free TLS/SSL certification.

  • Postfix mail transfer agent established by following our tutorial Just how To Set Up as well as Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A dedicated Gmail account with IMAP access enabled, 2-step verification, and an App password created with the Various other (Customized name) alternative. When you create the App password, create it down to make sure that you can utilize it in Step 5. You will use Gmail to configure incoming mail ticket production in OTRS, with Gmail as your IMAPS mailbox. This is just one method of setting up incoming mail for OTRS; if you would like to discover various other alternatives, have a look at the OTRS documents.

Caution: Do not utilize any one of your very own energetic Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all e-mails in the Gmail account are deleted. Due to this, it is a better option to create a new Gmail account to use specifically for OTRS.

Step 1 —– Mounting the OTRS Plan and also Perl Modules

In this step, you will set up OTRS and a collection of Perl components that will certainly increase the system’ s capability

. OTRS is offered in Ubuntu’ s bundle supervisor, but the official documentation suggests installing OTRS from source.

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

  • ssh [email protected]_Server_IP!.?.! Replicate After that download the resource archive with the wget command. For this tutorial, you will certainly download version 6.0.19; you can find the most recent readily available version on the OTRS download and install page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Replicate Next , unload the pressed
    • file with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Due to the fact that OTRS is written in Perl, it uses a variety of Perl modules. Inspect

    • for missing out on components by utilizing the CheckModules.pl manuscript

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate You ll see outcome such as this, detailing which modules you already have downloaded as well as which you are missing out on:

      • Some components are just needed for optional capability,


        as communication with various other databases or taking care of mail with specific personality sets; others are required for the program to function

        . Although the recommended commands to download and install these components use apt-get, this tutorial will set up the missing components with the apt command, which is the recommended best technique for Ubuntu 18.04.

        Do not hesitate to undergo these components by hand, or utilize the adhering to command:$ sudo suitable 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 modules, rerun the script to make certain that all the called for modules have actually
        been installed: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your outcome will currently reveal all the mounted components: 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) Now that you have

        OTRS and its

        dependences installed on your server, you can set up OTRS to make use of Apache as well as MySQL. Action 2– Setting Up OTRS, Apache, as well as MySQL web server In this step, you will certainly produce a system customer for OTRS, and after that configure Apache and MySQL server to collaborate with OTRS. Produce an individual called otrs to run OTRS functions with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS customer ‘ otrs Duplicate- d sets the individual s home directory site as/ opt/otrs, and -c sets

        the ‘ OTRS individual ‘ remark to define the user. Next, include otrs to the

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

      to the/ opt/otrs directory site: cd/ opt/otrs Replicate From here, run the otrs.SetPermissions.pl script. It will certainly find the 'correct customer and team settings as well as established the documents and directory approvals for OTRS. sudo bin/otrs. SetPermissions.pl Duplicate This

    • will produce the list below output:

    Outcome Setting permissions on/ opt/otrs The right permissions are now established. Next, trigger the apache2 setup file as well as ensure it is loaded besides other configurations. 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 needs
  • a few Apache modules

to be

energetic for optimum procedure. You can activate them by means of the device a2enmod. Although some of these have currently been made it possible for, it is an excellent concept to inspect them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Replicate These modules make it possible for Apache to deal with Perl,

    control HTTP

    headers, press web server output, and configure output content filters.

    Reactivate your web server to use new setups: sudo systemctl reactivate apache2 Replicate Before you go to the following step and run the internet installer, transform a few of the MySQL setup settings.

  • Open up the MySQL configuration data in your preferred full-screen editor. This tutorial utilizes nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Copy Look for the complying with alternatives under the [mysqld] section. For max_allowed_packet and query_cache_size, alter the worths to 64M and 32M specifically, 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 as well as checks MyISAM tables if required # the first time they are touched myisam-recover-options= BACK-UP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Query Cache Arrangement # query_cache_limit= 1M

  • query_cache_size= 32M … Copy This adjusts the

    optimum permitted packet dimension and the question cache size to ensure that MySQL can interface with OTRS. After that include the adhering to highlighted extra alternatives under the [mysqld] area, at the end of the data:/ 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 data source logfile dimension, determines the character set as well as relation

      , as well as produces an init_connect string to set the

      character set upon beginning the MySQL server.
      Conserve as well as shut mysqld.cnf by pressing CTRL+ X, complied with by Y and after that GET IN. After that, reactivate your MySQL
      server to apply the brand-new specifications:
      sudo systemctl reboot mysql.service Duplicate Now that you have produced the otrs customer as well as configured
      Apache and also MySQL to collaborate with OTRS
      , you prepare to make use of the internet installer. Step 3-- Making Use Of the Internet Installer In this action, you will set up OTRS

      s data source settings in an internet browser as well as start the OTRS daemon procedure on the command line. Open up https://example.com/otrs/installer.pl in your preferred internet browser, changing example.com with your domain. You will locate a welcome display with the message Welcome to OTRS 6 and also info regarding the OTRS

      workplaces. Click Next. The following screen will certainly have the
      permit for OTRS, which is the GNU Public License common to open up source programs. Approve by clicking Accept license as well as continue'after reading.
      On the following screen, you will certainly be triggered

      to pick

      a data source type. The defaults( MySQL and Produce a new data source for OTRS) are great for your setup, so click Next to continue. On the next screen, go into the MySQL credentials

      that you set up during the MySQL server installation. Use root for the Individual field, then enter the password you developed. Leave the default host value. Click Examine database setups to ensure it

      • functions. The installer will create credentials

      for the new

      data source. There is no need to bear in mind this created password. Click Next to proceed. The data source will be produced and you will certainly see the successful outcome: Click Next. Next off —, provide the following needed

      system setups: System FQDN: A totally certified domain name. Change example.com with your own domain name. AdminEmail: The email address of your system administrator. Emails concerning errors with OTRS will go right here. Organization: Your organization s name. Leave all other choices at their default worths: Click Next. Now you will come down on the Mail Setup web page. In order to be able to send out and obtain emails, you need to configure a mail account. This tutorial will certainly deal with this later on in Step 5, so click Miss this step. The OTRS installment is now full; you will see a Finished page with a web link to the admin panel after Beginning page, and also the qualifications

      of the OTRS super individual afterwards. Ensure you jot down the created password for the [email protected] user and the LINK for the Start page. The only point left after an effective installment is to begin the OTRS daemon as well as activate its cronjob. Bring up the incurable you are utilizing to access your Ubuntu 18.04 web server. The OTRS daemon is accountable for dealing with any asynchronous as well as persisting tasks in OTRS.

      Start it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Copy You will certainly see the list below output: Outcome Manage the OTRS daemon process. Daemon started There are

      two default cron documents in the/ opt/otrs/var/ cron/ directory. Relocate into this directory site. cd/ opt/otrs/var/ cron

      Duplicate These cron documents are

      used to make sure that the OTRS daemon is running. Activate them

      • by replicating them without the. dist filename expansion. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Copy To set up these cron work, use the manuscript Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Replicate You have actually now’set up OTRS

      with the web installer and set up its connection

      to the MySQL

      data source. You likewise began the OTRS daemon on your web server. Next, you will certainly visit to the administrator internet interface and also secure OTRS. Conclusion In this tutorial, you established OTRS and also produced examination help desk tickets. Currently you can accept as well as

      process requests from your users utilizing both the web interface as well as email. You can discover more about OTRS by reviewing the OTRS Admin Handbook. If you intend to find out more regarding exactly how to use MySQL, see our An Introduction to Queries in MySQL short article, or explore DigitalOcean s Managed Databases item.

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