Exactly how To Establish a Help Desk System with OTRS on Ubuntu 18.04


OTRS, likewise known as Open source Ticket Request System, is an assistance desk and IT solution monitoring system. It offers a solitary factor of contact for customers, consumers, IT personnel, IT solutions, and any type of outside companies. The program is written in Perl, sustains a range of databases (MySQL, PostgreSQL, etc.), and also can integrate with LDAP directory sites.

In this tutorial, you will mount OTRS Community Version on an Ubuntu 18.04 server as well as established a straightforward help workdesk system, which will certainly enable you to get and also process requests from your consumers making use of both the web interface and e-mail.


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

  • An Ubuntu 18.04 server set up by following our Preliminary Server Arrangement Overview for Ubuntu 18.04, including a non-root individual with sudo benefits and also a firewall software set up with ufw.

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

  • A totally registered domain. This tutorial will certainly utilize example.com throughout. You can acquire a domain name on Namecheap, get one totally free on Freenom, or use the domain name registrar of your option.

  • Both of the complying with DNS documents established for your server. You can adhere to this introduction to DigitalOcean DNS for details on how to add them.follow the link freewindows10download.com At our site

    • An A record with example.com indicating your server’ s public IP
    • address. An A record with www.example.com pointing to your server’ s public IP
  • address. A TLS/SSL certificate set up on your Ubuntu 18.04 web server for your domain name. You can comply with the Let’ s Encrypt on Ubuntu 18.04 guide to get a cost-free TLS/SSL certificate.

  • Postfix mail transfer representative set up by following our guide Exactly how To Install as well as Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A committed Gmail account with IMAP accessibility allowed, 2-step confirmation, and an Application password produced with the Various other (Custom-made name) option. When you produce the App password, create it down to ensure that you can utilize it in Step 5. You will utilize Gmail to configure inbound mail ticket production in OTRS, with Gmail as your IMAPS mail box. This is just one approach of setting up inbound mail for OTRS; if you would love to explore other alternatives, look into the OTRS documents.

Caution: Do not make use of any of your own energetic Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards emails to OTRS, all emails in the Gmail account are deleted. Because of this, it is a better choice to create a new Gmail account to make use of specifically for OTRS.

Action 1 —– Mounting the OTRS Package as well as Perl Modules

In this action, you will set up OTRS and also a collection of Perl components that will certainly boost the system’ s functionality

. OTRS is available in Ubuntu’ s bundle manager, but the main documents suggests installing OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate Then download and install the source archive with the wget command. For this tutorial, you will download variation 6.0.19; you can discover the most up to date available version on the OTRS download and install web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Duplicate Next off , unload the pressed
    • file with tar: tar xzf otrs-6.0.19. tar.gz


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

  • directory: 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 components. Examine

    • for missing components by utilizing the CheckModules.pl manuscript

      consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy You ll see output similar to this, listing which modules you currently have downloaded and which you are missing out on:

      • Some modules are only required for optional performance,


        as interaction with other data sources or handling mail with certain character collections; others are essential for the program to work

        . Although the recommended commands to download and install 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 practice for Ubuntu 18.04.

        Feel free to go through these components by hand, or use the following command:$ sudo appropriate mount 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 manuscript to ensure that all the needed modules have actually
        been mounted: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your output will now reveal all the set up modules: 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) Since you have

        OTRS as well as its

        dependencies installed on your web server, you can configure OTRS to make use of Apache as well as MySQL. Step 2– Setting Up OTRS, Apache, as well as MySQL server In this action, you will certainly develop a system user for OTRS, and afterwards configure Apache and also MySQL web server to work with OTRS. Create a user called otrs to run OTRS functions with the useradd command: sudo useradd

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

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

        webserver group: sudo usermod- G www-data otrs Duplicate OTRS comes with a default config data/ opt/otrs/Kernel/ Config.pm.dist. Trigger this by copying it without the. dist filename extension: 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 Duplicate From here, run the otrs.SetPermissions.pl script. It will detect the 'appropriate customer as well as team settings and set the file and also directory site approvals for OTRS. sudo bin/otrs. SetPermissions.pl Duplicate This

    • will certainly generate the following output:

    Result Establishing permissions on/ opt/otrs The right permissions are now set. Next, turn on the apache2 setup file and make certain it is packed besides other setups. To

  • do this, make a symbolic relate to the zzz _ prefix: sudo ln- s/ opt/otrs/scripts/ apache2-httpd. include.conf/ etc/apache2/sites-enabled/ zzz_otrs. conf Duplicate OTRS requires
  • a few Apache modules

to be

energetic for optimal operation. You can activate them by means of the device a2enmod. Although several of these have actually already been made it possible for, it is a good suggestion to check them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Copy These components enable Apache to work with Perl,

    control HTTP

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

    Restart your web server to apply new setups: sudo systemctl reboot apache2 Copy Before you most likely to the next action and also run the web installer, transform some of the MySQL setup settings.

  • Open the MySQL configuration documents in your preferred text editor. This tutorial makes use of nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Duplicate Seek the following options under the [mysqld] section. For max_allowed_packet and also query_cache_size, transform the worths to 64M as well as 32M specifically, as highlighted in the adhering to code block:/ etc/mysql/mysql. conf.d/

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

the startup

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

  • query_cache_size= 32M … Replicate This readjusts the

    optimum allowed packet dimension and also the query cache dimension to ensure that MySQL can interface with OTRS. Then add the complying with highlighted additional 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Copy This establishes the data source logfile dimension, determines the character collection and collation

      , and creates an init_connect string to establish the

      character set upon starting the MySQL web server.
      Save and close mysqld.cnf by pressing CTRL+ X, adhered to by Y and after that ENTER. Then, reboot your MySQL
      server to apply the brand-new criteria:
      sudo systemctl reactivate mysql.service Replicate Now that you have developed the otrs individual as well as configured
      Apache and also MySQL to collaborate with OTRS
      , you are ready to use the web installer. Step 3-- Making Use Of the Web Installer In this action, you will set up OTRS

      s data source settings in an internet browser and also start the OTRS daemon process on the command line. Open up https://example.com/otrs/installer.pl in your preferred internet browser, changing example.com with your domain name. You will discover a welcome display with the message Welcome to OTRS 6 and also details about the OTRS

      workplaces. Click Next. The following screen will have the
      certificate for OTRS, which is the GNU Public License typical to open up resource programs. Approve by clicking Accept certificate and also proceed'after analysis.
      On the next display, you will be triggered

      to select

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

      that you set up during the MySQL server installment. Usage favor the User field, after that enter the password you produced. Leave the default host value. Click Check database setups to make sure it

      • functions. The installer will certainly produce credentials

      for the new

      data source. There is no demand to keep in mind this generated password. Click Next to proceed. The database will be produced and also you will certainly see the successful result: Click Next. Next —, offer the adhering to needed

      system setups: System FQDN: A totally qualified domain name. Replace example.com with your own domain. AdminEmail: The email address of your system manager. E-mails concerning mistakes with OTRS will go below. Organization: Your company s name. Leave all other options at their default values: Click Following. Now you will certainly come down on the Mail Configuration page. In order to have the ability to send and get e-mails, you have to set up a mail account. This tutorial will take care of this later in Step 5, so click Miss this action. The OTRS installation is currently full; you will certainly see a Completed web page with a web link to the admin panel after Begin web page, as well as the qualifications

      of the OTRS super customer after that. See to it you write down the created password for the root@localhost user as well as the LINK for the Start web page. The only thing left after a successful installation is to begin the OTRS daemon and trigger its cronjob. Raise the terminal you are making use of to access your Ubuntu 18.04 web server. The OTRS daemon is in charge of taking care of any asynchronous and reoccuring tasks in OTRS.

      Beginning it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl begin" Duplicate You will see the list below result: Outcome Take care of the OTRS daemon process. Daemon started There are

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

      Duplicate These cron data are

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

      • by duplicating them without the. dist filename expansion. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Replicate To set up these cron tasks, make use of the manuscript Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh beginning" Replicate You have now’installed OTRS

      with the web installer as well as set up its link

      to the MySQL

      database. You additionally started the OTRS daemon on your server. Next, you will certainly log in to the manager internet user interface and also safe and secure OTRS. Conclusion In this tutorial, you established OTRS and developed test help workdesk tickets. Currently you can accept and also

      refine requests from your individuals using both the internet user interface and email. You can find out more regarding OTRS by reviewing the OTRS Admin Manual. If you want to find out more about how to use MySQL, see our An Intro to Queries in MySQL article, or explore DigitalOcean s Took care of Databases item.