How To Establish an Assistance Workdesk System with OTRS on Ubuntu 18.04

Introduction OTRS, also referred to as Open resource Ticket Request System, is a help workdesk and IT service administration system. It offers a single factor of contact for customers, customers, IT personnel, IT services, and also any type of exterior organizations. The program is written in Perl, supports a variety of data sources (MySQL, PostgreSQL, […]


OTRS, also referred to as Open resource Ticket Request System, is a help workdesk and IT service administration system. It offers a single factor of contact for customers, customers, IT personnel, IT services, and also any type of exterior organizations. The program is written in Perl, supports a variety of data sources (MySQL, PostgreSQL, etc.), and can integrate with LDAP directory sites.

In this tutorial, you will install OTRS Community Edition on an Ubuntu 18.04 web server as well as established a simple assistance workdesk system, which will certainly allow you to get and also refine demands from your clients using both the internet user interface and also email.


To finish this tutorial, you will need the following:

  • An Ubuntu 18.04 web server set up by following our Initial Web Server Configuration Guide for Ubuntu 18.04, including a non-root customer with sudo benefits as well as a firewall set up with ufw.

  • Apache as well as MySQL mounted on your Ubuntu web server. Comply with action 1 and 2 of this guide to set up these.

  • A fully signed up domain name. This tutorial will make use of throughout. You can acquire a domain on Namecheap, get one absolutely free on Freenom, or use the domain registrar of your selection.

  • Both of the complying with DNS records established for your web server. You can adhere to this introduction to DigitalOcean DNS for information on just how to include them.At site helpdeskz from Our Articles

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

  • Postfix mail transfer agent set up by following our guide Exactly how To Set Up and Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A committed Gmail account with IMAP accessibility allowed, 2-step verification, as well as an Application password generated with the Various other (Personalized name) choice. When you generate the Application password, write it down so that you can use it symphonious 5. You will certainly make use of Gmail to set up incoming mail ticket production in OTRS, with Gmail as your IMAPS mailbox. This is just one approach of setting up inbound mail for OTRS; if you would like to discover other choices, have a look at the OTRS documentation.

Caution: Do not make use of any of your own active Gmail accounts to set up inbound mail for OTRS. When forwards e-mails to OTRS, all e-mails in the Gmail account are erased. Due to this, it is a better option to create a new Gmail account to utilize particularly for OTRS.

Step 1 —– Setting Up the OTRS Package and Perl Modules

In this step, you will install OTRS as well as a set of Perl components that will boost the system’ s functionality

. OTRS is offered in Ubuntu’ s plan supervisor, yet the official documentation suggests installing OTRS from resource.

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

  • ssh [email protected]_Server_IP!.?.! Duplicate After that download and install the source archive with the wget command. For this tutorial, you will download and install variation 6.0.19; you can find the most recent readily available version on the OTRS download and install web page. wget Duplicate Next , unpack the compressed
    • data with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Due to the fact that OTRS is written in Perl, it utilizes a number of Perl components. Check

    • for missing out on modules by using the script

      included with OTRS: sudo/ opt/otrs/bin/ Copy You ll see result such as this, listing which modules you currently have downloaded and also which you are missing out on:

      • Some modules are just required for optional performance,


        as communication with other databases or managing mail with specific personality sets; others are needed for the program to work

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

        Feel free to undergo these modules manually, or utilize the complying with 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 components, rerun the script to ensure that all the required components have
        been mounted: sudo/ opt/otrs/bin/ Duplicate Your outcome will now reveal all the set up 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) Since you have

        OTRS as well as its

        reliances installed on your web server, you can configure OTRS to make use of Apache and MySQL. Step 2– Setting Up OTRS, Apache, and MySQL web server In this step, you will certainly create a system user for OTRS, and afterwards configure Apache as well as MySQL server to collaborate with OTRS. Develop a user called otrs to run OTRS features with the useradd command: sudo useradd

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

        the ‘ OTRS individual ‘ remark to explain the customer. Next off, include otrs to the

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

      to the/ opt/otrs directory site: cd/ opt/otrs Duplicate From here, run the manuscript. It will certainly identify the 'correct individual and group setups and also established the file and also directory site authorizations for OTRS. sudo bin/otrs. Replicate This

    • will certainly yield the following outcome:

    Result Setting authorizations on/ opt/otrs The right authorizations are now established. Next, turn on the apache2 configuration documents and make sure it is filled nevertheless other setups. 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 couple of Apache components

to be

active for ideal procedure. You can trigger them by means of the device a2enmod. Although some of these have already been made it possible for, it is an excellent suggestion to inspect them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Duplicate These components enable Apache to deal with Perl,

    control HTTP

    headers, compress web server result, and also configure outcome content filters.

    Reboot your internet server to apply brand-new configurations: sudo systemctl reboot apache2 Replicate Prior to you go to the following action and also run the web installer, alter some of the MySQL arrangement setups.

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

    conf.d/ mysqld.cnf Duplicate Look for the following choices under the [mysqld] section. For max_allowed_packet and query_cache_size, alter the values to 64M as well as 32M respectively, 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 very first time they are touched myisam-recover-options= BACKUP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Query Cache Setup # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This adjusts the

    maximum permitted packet size as well as the inquiry cache dimension so that MySQL can user interface with OTRS. Then include the adhering to highlighted additional choices under the [mysqld] section, 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 Replicate This sets the database logfile dimension, figures out the personality set and also relation

      , and also produces an init_connect string to establish the

      personality set upon beginning the MySQL web server.
      Save and close mysqld.cnf by pushing CTRL+ X, followed by Y and afterwards GO INTO. After that, reactivate your MySQL
      web server to use the new criteria:
      sudo systemctl reactivate mysql.service Copy Since you have produced the otrs individual as well as set up
      Apache and MySQL to deal with OTRS
      , you are ready to make use of the internet installer. Step 3-- Making Use Of the Internet Installer In this step, you will configure OTRS

      s database settings in an internet browser as well as start the OTRS daemon process on the command line. Open up in your favorite web internet browser, replacing with your domain. You will certainly discover a welcome display with the message Welcome to OTRS 6 and also info about the OTRS

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

      to choose

      a data source type. The defaults( MySQL as well as Produce a brand-new data source for OTRS) are great for your arrangement, so click Beside proceed. On the next screen, enter the MySQL qualifications

      that you set up during the MySQL server installation. Usage favor the Customer field, then get in the password you produced. Leave the default host worth. Click Check data source setups to make certain it

      • works. The installer will certainly produce credentials

      for the new

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

      system setups: System FQDN: A fully certified domain name. Change with your own domain. AdminEmail: The email address of your system manager. E-mails regarding errors with OTRS will go here. Organization: Your organization s name. Leave all other alternatives at their default values: Click Next. Currently you will certainly arrive on the Mail Arrangement page. In order to be able to send out and get emails, you need to configure a mail account. This tutorial will deal with this later symphonious 5, so click Miss this step. The OTRS setup is currently complete; you will certainly see a Finished page with a web link to the admin panel after Beginning web page, as well as the credentials

      of the OTRS very customer after that. Ensure you document the generated password for the [email protected] user and also the URL for the Start web page. The only thing left after a successful installment is to begin the OTRS daemon and also activate its cronjob. Raise the terminal you are using to access your Ubuntu 18.04 web server. The OTRS daemon is in charge of dealing with any type of asynchronous as well as persisting jobs in OTRS.

      Begin it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ begin" Copy You will certainly see the following result: Output Manage the OTRS daemon procedure. Daemon began There are

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

      Duplicate These cron files are

      used 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 Copy To schedule these cron work, use the manuscript with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ start" Copy You have currently’installed OTRS

      with the web installer as well as set up its connection

      to the MySQL

      data source. You also began the OTRS daemon on your server. Next off, you will certainly visit to the manager web interface and secure OTRS. Conclusion In this tutorial, you set up OTRS as well as created test aid desk tickets. Now you can accept and also

      refine demands from your individuals making use of both the web interface and also email. You can learn more about OTRS by checking out the OTRS Admin Handbook. If you want to find out more about exactly how to use MySQL, see our An Intro to Queries in MySQL post, or check out DigitalOcean s Managed Databases product.

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