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


OTRS, also referred to as Open resource Ticket Request System, is an assistance workdesk and also IT solution management system. It supplies a single point of get in touch with for individuals, clients, IT employees, IT services, and also any type of external companies. The program is written in Perl, sustains a variety of databases (MySQL, PostgreSQL, and so on), and can integrate with LDAP directory sites.

In this tutorial, you will certainly set up OTRS Area Edition on an Ubuntu 18.04 server and also set up a simple help workdesk system, which will enable you to obtain and refine requests from your clients utilizing both the web interface as well as e-mail.


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

  • An Ubuntu 18.04 server set up by following our Initial Server Setup Guide for Ubuntu 18.04, consisting of a non-root user with sudo opportunities and a firewall software set up with ufw.

  • Apache and also MySQL set up on your Ubuntu server. Follow action 1 and also 2 of this overview to configure these.

  • A fully registered domain. This tutorial will make use of example.com throughout. You can purchase a domain on Namecheap, obtain one completely free on Freenom, or use the domain registrar of your selection.

  • Both of the following DNS documents established for your web server. You can adhere to this introduction to DigitalOcean DNS for information on how to add them.Read more https://freewindows10download.com/soft/helpdeskz At website Articles

    • An A record with example.com pointing to your web server’ s public IP
    • address. An A document with www.example.com pointing to your web server’ s public IP
  • address. A TLS/SSL certification set up on your Ubuntu 18.04 server for your domain name. You can comply with the Let’ s Secure on Ubuntu 18.04 guide to obtain a totally free TLS/SSL certificate.

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

  • ( Optional) A devoted Gmail account with IMAP access allowed, 2-step verification, and also an App password produced with the Other (Custom name) alternative. When you produce the App password, write it down so that you can use it in Step 5. You will utilize Gmail to set up inbound mail ticket creation in OTRS, with Gmail as your IMAPS mail box. This is simply one approach of setting up incoming mail for OTRS; if you want to check out other options, check out the OTRS paperwork.

Caution: Do not make use of any of your very own active Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards emails to OTRS, all emails in the Gmail account are erased. As a result of this, it is a far better alternative to create a brand-new Gmail account to utilize particularly for OTRS.

Action 1 —– Setting Up the OTRS Package as well as Perl Modules

In this action, you will certainly mount OTRS and a collection of Perl components that will enhance the system’ s performance

. OTRS is available in Ubuntu’ s plan supervisor, but the main paperwork suggests setting up OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download the source archive with the wget command. For this tutorial, you will certainly download version 6.0.19; you can discover the current available version on the OTRS download page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Duplicate Next , unload the compressed
    • file with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Because OTRS is written in Perl, it makes use of a variety of Perl modules. Examine

    • for missing modules by using the CheckModules.pl script

      consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate You ll see result similar to this, listing which components you already have downloaded as well as which you are missing:

      • Some components are only required for optional capability,


        as interaction with various other databases or taking care of mail with certain character sets; others are essential for the program to work

        . Although the suggested commands to download these components utilize apt-get, this tutorial will mount the missing out on components with the apt command, which is the suggested finest technique for Ubuntu 18.04.

        Feel free to undergo these components by hand, or utilize the adhering to command:$ sudo appropriate 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 manuscript to see to it that all the required modules have actually
        been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your output will certainly now reveal all the installed modules: Result … 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 as well as its

        dependencies set up on your server, you can set up OTRS to use Apache and MySQL. Step 2– Setting Up OTRS, Apache, and also MySQL server In this step, you will certainly develop a system customer for OTRS, and after that set up Apache as well as MySQL web server to work with OTRS. Develop an individual named otrs to run OTRS functions with the useradd command: sudo useradd

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

        the ‘ OTRS customer ‘ comment to explain the individual. Next, add otrs to the

        webserver group: sudo usermod- G www-data otrs Replicate OTRS comes with a default config data/ opt/otrs/Kernel/ Config.pm.dist. Trigger this by duplicating it without the. dist filename extension: sudo cp/ opt/otrs/Kernel/ Config.pm.dist/ opt/otrs/Kernel/ Config.pm Duplicate Currently, navigate

      to the/ opt/otrs directory site: cd/ opt/otrs Replicate From here, run the otrs.SetPermissions.pl manuscript. It will certainly find the 'appropriate user and also team setups and also established the data and directory site consents for OTRS. sudo bin/otrs. SetPermissions.pl Copy This

    • will produce the list below outcome:

    Output Establishing approvals on/ opt/otrs The right permissions are currently set. Next off, activate the apache2 configuration documents and also see to it is loaded nevertheless 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 Duplicate OTRS needs
  • a couple of Apache modules

to be

energetic for ideal operation. You can trigger them by means of the device a2enmod. Although some of these have already been enabled, it is a great concept to check them all: sudo a2enmod

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

    control HTTP

    headers, compress server outcome, and configure output content filters.

    Restart your web server to apply new arrangements: sudo systemctl reactivate apache2 Copy Prior to you most likely to the next action and run the internet installer, change some of the MySQL setup settings.

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

    conf.d/ mysqld.cnf Copy Search for the complying with alternatives under the [mysqld] area. For max_allowed_packet as well as query_cache_size, transform the worths to 64M and also 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 startup

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

  • query_cache_size= 32M … Copy This changes the

    optimum enabled package size and also the inquiry cache size so that MySQL can user interface with OTRS. After that add the complying with highlighted additional options under the [mysqld] section, 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Duplicate This establishes the data source logfile size, identifies the character set as well as collation

      , as well as produces an init_connect string to establish the

      personality set upon beginning the MySQL web server.
      Save and shut mysqld.cnf by pushing CTRL+ X, followed by Y and after that ENTER. After that, reactivate your MySQL
      web server to apply the brand-new criteria:
      sudo systemctl reactivate mysql.service Replicate Since you have actually developed the otrs individual and also configured
      Apache and MySQL to deal with OTRS
      , you are ready to use the internet installer. Step 3-- Utilizing the Internet Installer In this action, you will certainly set up OTRS

      s database settings in a web internet browser as well as start the OTRS daemon process on the command line. Open https://example.com/otrs/installer.pl in your favorite web browser, changing example.com with your domain. You will certainly find a welcome screen with the message Invite to OTRS 6 and info regarding the OTRS

      workplaces. Click Next. The following display will certainly have the
      permit for OTRS, which is the GNU Public Certificate typical to open up resource programs. Accept by clicking Accept license and also continue'after analysis.
      On the next screen, you will be motivated

      to choose

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

      that you set up during the MySQL web server installation. Usage favor the User area, then get in the password you developed. Leave the default host worth. Click Examine data source setups to ensure it

      • functions. The installer will certainly produce credentials

      for the new

      database. There is no demand to remember this created password. Click Alongside continue. The database will be developed and you will certainly see the successful outcome: Click Following. Next —, supply the complying with required

      system settings: System FQDN: A fully qualified domain. Change example.com with your own domain. AdminEmail: The e-mail address of your system manager. E-mails concerning errors with OTRS will certainly go below. Company: Your company s name. Leave all other options at their default values: Click Following. Now you will arrive at the Mail Arrangement web page. In order to have the ability to send out and get e-mails, you have to configure a mail account. This tutorial will certainly take care of this later on symphonious 5, so click Miss this action. The OTRS installation is now complete; you will see a Finished web page with a link to the admin panel after Beginning web page, as well as the credentials

      of the OTRS very customer after that. See to it you write down the produced password for the root@localhost user and the URL for the Begin page. The only point left after an effective installation is to start the OTRS daemon and also activate its cronjob. Raise the incurable you are utilizing to access your Ubuntu 18.04 web server. The OTRS daemon is accountable for dealing with any kind of asynchronous and also reoccuring jobs in OTRS.

      Start it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Replicate You will see the list below result: Output Manage the OTRS daemon procedure. Daemon started There are

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

      Copy These cron data are

      used to see to it 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 Duplicate To schedule these cron jobs, utilize the script Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Duplicate You have actually currently’mounted OTRS

      with the internet installer and set up its link

      to the MySQL

      database. You additionally started the OTRS daemon on your server. Next off, you will visit to the administrator web user interface and safe and secure OTRS. Verdict In this tutorial, you set up OTRS and also produced examination help desk tickets. Now you can approve and

      refine requests from your individuals making use of both the internet user interface as well as e-mail. You can learn more concerning OTRS by reading the OTRS Admin Manual. If you want to read more concerning just how to use MySQL, see our An Intro to Queries in MySQL post, or discover DigitalOcean s Managed Databases item.