How To Set Up an Aid Desk System with OTRS on Ubuntu 18.04


OTRS, likewise known as Open resource Ticket Request System, is a help workdesk and IT service management system. It gives a solitary point of contact for customers, clients, IT personnel, IT services, and also any kind of outside organizations. The program is written in Perl, supports a selection of databases (MySQL, PostgreSQL, and so on), and also can incorporate with LDAP directories.

In this tutorial, you will certainly install OTRS Neighborhood Version on an Ubuntu 18.04 server and also set up a basic aid workdesk system, which will certainly permit you to get and also refine requests from your consumers making use of both the internet interface and also email.


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

  • An Ubuntu 18.04 web server set up by following our First Web Server Configuration Overview for Ubuntu 18.04, consisting of a non-root individual with sudo privileges as well as a firewall software set up with ufw.

  • Apache and also MySQL mounted on your Ubuntu server. Adhere to step 1 and also 2 of this overview to set up these.

  • A completely signed up domain. This tutorial will utilize throughout. You can purchase a domain on Namecheap, get one totally free on Freenom, or make use of the domain registrar of your choice.

  • Both of the adhering to DNS records established for your web server. You can adhere to this intro to DigitalOcean DNS for information on exactly how to add can find more here helpdeskz from Our Articles

    • An A document with pointing to your server’ s public IP
    • address. An A document with pointing to your web server’ s public IP
  • address. A TLS/SSL certificate installed on your Ubuntu 18.04 server for your domain. You can comply with the Let’ s Secure on Ubuntu 18.04 overview to obtain a complimentary TLS/SSL certificate.

  • Postfix mail transfer representative established by following our tutorial How To Install as well as Configure Postfix on Ubuntu 18.04.

  • ( Optional) A devoted Gmail account with IMAP accessibility enabled, 2-step verification, and also an Application password produced with the Other (Personalized name) choice. When you create the Application password, compose it down so that you can use it symphonious 5. You will utilize Gmail to configure incoming mail ticket production in OTRS, with Gmail as your IMAPS mail box. This is just one method of configuring incoming mail for OTRS; if you would love to discover various other alternatives, check out the OTRS paperwork.

Caution: Do not utilize any of your very own energetic Gmail accounts to configure incoming mail for OTRS. When forwards e-mails to OTRS, all e-mails in the Gmail account are deleted. Because of this, it is a far better alternative to produce a new Gmail account to use particularly for OTRS.

Step 1 —– Installing the OTRS Plan and Perl Modules

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

. OTRS is offered in Ubuntu’ s package manager, however the main paperwork suggests installing OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download and install the resource archive with the wget command. For this tutorial, you will certainly download version 6.0.19; you can discover the most up to date available variation on the OTRS download web page. wget Duplicate Next , unbox the pressed
    • data with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Since OTRS is written in Perl, it uses a number of Perl components. Examine

    • for missing modules by utilizing the manuscript

      consisted of with OTRS: sudo/ opt/otrs/bin/ Duplicate You ll see output such as this, providing which components you already have actually downloaded and which you are missing:

      • Some modules are just required for optional capability,


        as communication with other data sources or taking care of mail with particular personality sets; others are essential for the program to work

        . Although the recommended commands to download these components utilize apt-get, this tutorial will certainly set up the missing out on modules with the proper command, which is the suggested best method for Ubuntu 18.04.

        Do not hesitate to go through these components by hand, or use the adhering to command:$ sudo suitable set up 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 setting up these modules, rerun the script to make sure that all the needed modules have
        been installed: sudo/ opt/otrs/bin/ Duplicate Your output will certainly now reveal all the mounted components: Output … 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 web server, you can configure OTRS to use Apache as well as MySQL. Action 2– Configuring OTRS, Apache, and also MySQL web server In this step, you will create a system user for OTRS, and then configure Apache and MySQL server to deal with OTRS. Create a customer named otrs to run OTRS functions with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS individual ‘ otrs Duplicate- d sets the individual s house directory as/ opt/otrs, and also -c sets

        the ‘ OTRS individual ‘ comment to describe the individual. Next, add otrs to the

        webserver team: sudo usermod- G www-data otrs Duplicate OTRS includes a default config data/ opt/otrs/Kernel/ Trigger this by replicating it without the. dist filename extension: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Replicate Currently, navigate

      to the/ opt/otrs directory: cd/ opt/otrs Duplicate From here, run the script. It will certainly detect the 'right individual as well as team settings as well as set the file and directory site consents for OTRS. sudo bin/otrs. Duplicate This

    • will produce the following output:

    Output Setting approvals on/ opt/otrs The right approvals are currently established. Next off, turn on the apache2 configuration file and also make sure it is loaded nevertheless various 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 optimal procedure. You can activate them using the tool a2enmod. Although some of these have currently been enabled, it is an excellent idea to inspect them all: sudo a2enmod

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

    control HTTP

    headers, compress web server result, and set up outcome material filters.

    Reactivate your web server to apply new configurations: sudo systemctl reboot apache2 Replicate Prior to you most likely to the next step and run the web installer, transform a few of the MySQL arrangement settings.

  • Open up the MySQL arrangement data in your favored full-screen editor. This tutorial makes use of nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Duplicate Try to find the adhering to alternatives under the [mysqld] section. For max_allowed_packet and also query_cache_size, change the worths to 64M as well as 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 replaces

the startup

manuscript and also checks MyISAM tables if required # the first time they are touched myisam-recover-options= BACKUP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Question Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Duplicate This changes the

    optimum enabled package size and also the inquiry cache size to make sure that MySQL can user interface with OTRS. Then include the following highlighted added 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 personality collection and relation

      , as well as develops an init_connect string to set the

      character set upon beginning the MySQL web server.
      Save as well as shut mysqld.cnf by pushing CTRL+ X, adhered to by Y and after that GET IN. Then, restart your MySQL
      server to apply the brand-new criteria:
      sudo systemctl restart mysql.service Replicate Now that you have actually developed the otrs customer as well as set up
      Apache and also MySQL to work with OTRS
      , you are ready to use the internet installer. Step 3-- Using the Internet Installer In this step, you will certainly configure OTRS

      s database settings in a web browser and also begin the OTRS daemon process on the command line. Open up in your favored web browser, replacing with your domain name. You will certainly locate a welcome screen with the message Welcome to OTRS 6 as well as info about the OTRS

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

      to choose

      a database type. The defaults( MySQL and also Produce a brand-new database for OTRS) are fine for your configuration, so click Alongside continue. On the following display, go into the MySQL qualifications

      that you established during the MySQL server installment. Usage root for the Individual field, then enter the password you produced. Leave the default host value. Click Inspect data source setups to see to it it

      • works. The installer will certainly produce qualifications

      for the new

      data source. There is no need to bear in mind this produced password. Click Beside continue. The database will certainly be produced as well as you will see the effective result: Click Next. Next —, offer the complying with needed

      system settings: System FQDN: A completely qualified domain name. Replace with your own domain. AdminEmail: The e-mail address of your system administrator. Emails about mistakes with OTRS will certainly go right here. Company: Your company s name. Leave all various other options at their default worths: Click Following. Now you will certainly land on the Mail Setup web page. In order to have the ability to send as well as get e-mails, you have to set up a mail account. This tutorial will certainly care for this later on in Step 5, so click Miss this action. The OTRS installation is now total; you will certainly see a Finished page with a link to the admin panel after Start web page, as well as the qualifications

      of the OTRS very user after that. Ensure you jot down the created password for the root@localhost user as well as the URL for the Begin page. The only thing left after a successful installment is to begin the OTRS daemon and activate its cronjob. Raise the incurable you are using to access your Ubuntu 18.04 server. The OTRS daemon is accountable for handling any kind of asynchronous and recurring tasks in OTRS.

      Start it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ start" Duplicate You will certainly see the following output: Result Manage the OTRS daemon process. Daemon began There are

      two default cron files in the/ opt/otrs/var/ cron/ directory. Move right into this directory. cd/ opt/otrs/var/ cron

      Replicate These cron documents are

      made use of to make certain that the OTRS daemon is running. Activate them

      • by duplicating them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Copy To schedule these cron jobs, use the manuscript with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ beginning" Replicate You have actually now’installed OTRS

      with the internet installer and set up its link

      to the MySQL

      data source. You also began the OTRS daemon on your server. Next off, you will certainly log in to the manager web user interface and protected OTRS. Final thought In this tutorial, you established OTRS and also created examination aid desk tickets. Currently you can approve and

      refine demands from your customers using both the web user interface as well as e-mail. You can find out more concerning OTRS by reviewing the OTRS Admin Guidebook. If you wish to find out more concerning just how to make use of MySQL, see our An Intro to Queries in MySQL write-up, or explore DigitalOcean s Handled Databases product.

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