Exactly how To Set Up an Assistance Desk System with OTRS on Ubuntu 18.04


OTRS, likewise known as Open resource Ticket Demand System, is an aid workdesk and also IT solution administration system. It supplies a single factor of get in touch with for individuals, customers, IT personnel, IT solutions, and any outside organizations. The program is written in Perl, sustains a selection of data sources (MySQL, PostgreSQL, and so on), and can integrate with LDAP directory sites.

In this tutorial, you will certainly install OTRS Community Version on an Ubuntu 18.04 server and established a basic aid workdesk system, which will allow you to receive and process requests from your consumers making use of both the web interface and also email.


To finish this tutorial, you will require the following:

  • An Ubuntu 18.04 server established by following our Initial Server Arrangement Guide for Ubuntu 18.04, consisting of a non-root individual with sudo benefits and a firewall program set up with ufw.

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

  • A fully signed up domain name. This tutorial will certainly make use of example.com throughout. You can purchase a domain on Namecheap, obtain one free of charge on Freenom, or utilize the domain registrar of your option.

  • Both of the following DNS documents established for your server. You can adhere to this introduction to DigitalOcean DNS for information on how to include them.read about it helpdeskz from Our Articles

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

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

  • ( Optional) A dedicated Gmail account with IMAP accessibility enabled, 2-step confirmation, and also an App password produced with the Various other (Personalized name) choice. When you generate the App password, create it down to make sure that you can use it in Step 5. You will use Gmail to configure incoming mail ticket development in OTRS, with Gmail as your IMAPS mail box. This is just one method of configuring inbound mail for OTRS; if you would like to discover other alternatives, look into the OTRS paperwork.

Warning: Do not utilize any one of your own active Gmail accounts to set up inbound mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all emails in the Gmail account are deleted. Because of this, it is a far better alternative to create a brand-new Gmail account to make use of especially for OTRS.

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

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

. OTRS is readily available in Ubuntu’ s package manager, but the official documentation recommends setting up 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 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 version on the OTRS download and install web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Duplicate Next , unbox the pressed
    • data with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Due to the fact that OTRS is written in Perl, it makes use of a variety of Perl components. Examine

    • for missing 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 components you currently have actually downloaded and also which you are missing out on:

      • Some components are just needed for optional capability,


        as interaction with other databases or managing mail with certain personality collections; others are needed for the program to function

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

        Feel free to undergo these modules manually, or use the following command:$ sudo apt 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 installing these modules, rerun the manuscript to make certain that all the needed modules have actually
        been installed: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate Your result will now show 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 as well as its

        dependences mounted on your server, you can configure OTRS to utilize Apache as well as MySQL. Action 2– Setting Up OTRS, Apache, and also MySQL server In this step, you will certainly develop a system individual for OTRS, and after that set up Apache as well as MySQL server to collaborate with OTRS. Develop a customer called otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS individual ‘ otrs Copy- d establishes the individual s home directory site as/ opt/otrs, and also -c establishes

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

        webserver team: sudo usermod- G www-data otrs Replicate OTRS includes 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 Replicate Now, navigate

      to the/ opt/otrs directory site: cd/ opt/otrs Copy From here, run the otrs.SetPermissions.pl script. It will spot the 'proper customer and also group settings and also established the file and also directory approvals for OTRS. sudo bin/otrs. SetPermissions.pl Copy This

    • will generate the following output:

    Outcome Establishing authorizations on/ opt/otrs The correct consents are currently set. Next off, activate the apache2 arrangement documents and ensure it is packed besides various other configurations. 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 Copy OTRS calls for
  • a couple of Apache modules

to be

active for ideal procedure. You can trigger them by means of the device a2enmod. Although a few of these have actually currently been enabled, it is a good idea to examine them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Replicate These modules enable Apache to work with Perl,

    control HTTP

    headers, press server result, and configure output material filters.

    Reactivate your web server to use brand-new configurations: sudo systemctl reboot apache2 Copy Prior to you most likely to the following step as well as run the internet installer, alter some of the MySQL setup settings.

  • Open up the MySQL setup file in your preferred text editor. This tutorial uses 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 and query_cache_size, alter the worths to 64M as well as 32M specifically, as highlighted in the complying with 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 as well as checks MyISAM tables if required # the first time they are touched myisam-recover-options= BACK-UP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Question Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This adjusts the

    optimum allowed packet size as well as the question cache dimension so that MySQL can interface with OTRS. Then include the complying with highlighted added choices under the [mysqld] area, at the end of the file:/ 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 Replicate This sets the database logfile size, identifies the personality collection and collation

      , as well as develops an init_connect string to set the

      personality set upon beginning the MySQL web server.
      Save as well as shut mysqld.cnf by pressing CTRL+ X, complied with by Y and then ENTER. Then, restart your MySQL
      web server to apply the brand-new parameters:
      sudo systemctl reactivate mysql.service Replicate Now that you have actually created the otrs customer and also set up
      Apache and also MySQL to work with OTRS
      , you are ready to use the internet installer. Step 3-- Making Use Of the Internet Installer In this step, you will configure OTRS

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

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

      to choose

      a database type. The defaults( MySQL and Produce a new data source for OTRS) are great for your arrangement, so click Alongside proceed. On the following display, go into the MySQL credentials

      that you established during the MySQL web server installment. Usage root for the User field, then go into the password you developed. Leave the default host value. Click Examine data source settings to see to it it

      • works. The installer will certainly create qualifications

      for the brand-new

      data source. There is no requirement to remember this produced password. Click Alongside continue. The database will certainly be produced and also you will see the effective outcome: Click Next. Next —, give the following required

      system setups: System FQDN: A fully certified domain name. Replace example.com with your very own domain name. AdminEmail: The email address of your system administrator. Emails about mistakes with OTRS will go here. Organization: Your organization s name. Leave all other options at their default worths: Click Next. Now you will arrive at the Mail Configuration web page. In order to have the ability to send out and also receive emails, you need to set up a mail account. This tutorial will certainly look after this later on symphonious 5, so click Miss this action. The OTRS setup is now total; you will see a Finished page with a web link to the admin panel after Start web page, as well as the credentials

      of the OTRS incredibly individual after that. Make certain you jot down the produced password for the root@localhost user and also the URL for the Begin page. The only thing left after a successful installation is to begin the OTRS daemon and also activate its cronjob. Bring up the terminal you are using to access your Ubuntu 18.04 server. The OTRS daemon is accountable for dealing with any asynchronous and reoccuring tasks in OTRS.

      Beginning it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Duplicate You will certainly see the list below result: Outcome Handle the OTRS daemon process. Daemon started There are

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

      Replicate These cron files are

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

      • by copying them without the. dist filename expansion. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Replicate To schedule these cron jobs, use the manuscript Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh start" Replicate You have now’installed OTRS

      with the internet installer as well as established its link

      to the MySQL

      database. You also began the OTRS daemon on your web server. Next off, you will certainly visit to the manager internet interface and also protected OTRS. Final thought In this tutorial, you set up OTRS and developed test assistance workdesk tickets. Now you can accept and

      refine requests from your customers utilizing both the web user interface and email. You can learn more concerning OTRS by reading the OTRS Admin Guidebook. If you wish to find out more about just how to make use of MySQL, see our An Introduction to Queries in MySQL post, or check out DigitalOcean s Managed Data sources product.

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