Just how To Establish an Assistance Workdesk System with OTRS on Ubuntu 18.04

Intro OTRS, additionally called Open source Ticket Demand System, is a help desk as well as IT solution management system. It gives a single point of call for customers, consumers, IT workers, IT services, as well as any type of external organizations. The program is written in Perl, supports a range of data sources (MySQL, […]


OTRS, additionally called Open source Ticket Demand System, is a help desk as well as IT solution management system. It gives a single point of call for customers, consumers, IT workers, IT services, as well as any type of external organizations. The program is written in Perl, supports a range of data sources (MySQL, PostgreSQL, etc.), as well as can integrate with LDAP directories.

In this tutorial, you will certainly mount OTRS Area Edition on an Ubuntu 18.04 web server as well as set up a simple assistance workdesk system, which will certainly enable you to receive and also refine requests from your consumers making use of both the web user interface and also e-mail.


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

  • An Ubuntu 18.04 server set up by following our Initial Web Server Arrangement Guide for Ubuntu 18.04, including a non-root individual with sudo opportunities as well as a firewall program configured with ufw.

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

  • A completely signed up domain name. This tutorial will certainly use example.com throughout. You can acquire a domain on Namecheap, get one free of charge on Freenom, or use the domain name registrar of your choice.

  • Both of the complying with DNS records established for your web server. You can comply with this intro to DigitalOcean DNS for details on just how to include them.read about it helpdeskz from Our Articles

    • An A document with example.com indicating your server’ s public IP
    • address. An A record with www.example.com indicating your server’ s public IP
  • address. A TLS/SSL certification installed on your Ubuntu 18.04 server for your domain name. You can follow the Let’ s Secure on Ubuntu 18.04 overview to acquire a cost-free TLS/SSL certificate.

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

  • ( Optional) A specialized Gmail account with IMAP access allowed, 2-step verification, and also an Application password generated with the Other (Custom-made name) choice. When you create the App password, create it down to ensure that you can utilize it symphonious 5. You will certainly utilize Gmail to set up incoming mail ticket development in OTRS, with Gmail as your IMAPS mail box. This is just one approach of setting up incoming mail for OTRS; if you wish to explore various other options, take a look at the OTRS documentation.

Caution: Do not utilize any one of your very own active Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all e-mails in the Gmail account are erased. Due to this, it is a far better choice to produce a brand-new Gmail account to utilize specifically for OTRS.

Action 1 —– Setting Up the OTRS Bundle and Perl Modules

In this step, you will install OTRS and also a collection of Perl modules that will enhance the system’ s functionality

. OTRS is offered in Ubuntu’ s bundle manager, but the official documentation suggests setting up OTRS from source.

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

  • ssh [email protected]_Server_IP!.?.! Replicate After that download and install the resource archive with the wget command. For this tutorial, you will download and install variation 6.0.19; you can locate the current available version on the OTRS download and install web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Replicate Next off , unbox the pressed
    • documents with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Because OTRS is written in Perl, it makes use of a number of Perl components. Check

    • for missing modules by using the CheckModules.pl manuscript

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate You ll see outcome similar to this, noting which components you already have actually downloaded and which you are missing:

      • Some components are just required for optional capability,


        as interaction with other databases or handling mail with specific personality collections; others are essential for the program to function

        . Although the suggested commands to download these components make use of 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 experience these components manually, or make use of the complying with command:$ sudo proper 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 mounting these modules, rerun the script to make sure that all the called for components have
        been installed: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your result will certainly currently show all the mounted 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 utilize Apache as well as MySQL. Step 2– Configuring OTRS, Apache, and MySQL server In this action, you will produce a system individual for OTRS, and then set up Apache and also MySQL server to work with OTRS. Develop a customer called otrs to run OTRS features with the useradd command: sudo useradd

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

        the ‘ OTRS customer ‘ remark to define the individual. Next, add otrs to the

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

      to the/ opt/otrs directory: cd/ opt/otrs Replicate From here, run the otrs.SetPermissions.pl manuscript. It will certainly find the 'proper user and also group setups as well as set the file as well as directory site consents for OTRS. sudo bin/otrs. SetPermissions.pl Duplicate This

    • will certainly generate the following result:

    Outcome Setting approvals on/ opt/otrs The right consents are currently set. Next off, activate the apache2 setup documents as well as make sure it is loaded after all various 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 requires
  • a few Apache components

to be

energetic for ideal procedure. You can trigger them through the tool a2enmod. Although several of these have currently been allowed, it is an excellent suggestion to inspect them all: sudo a2enmod

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

    control HTTP

    headers, press web server outcome, and also configure result material filters.

    Restart your web server to apply brand-new configurations: sudo systemctl reboot apache2 Replicate Prior to you most likely to the following action as well as run the web installer, alter several of the MySQL arrangement settings.

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

    conf.d/ mysqld.cnf Copy Search for the complying with options under the [mysqld] area. For max_allowed_packet as well as query_cache_size, change the values to 64M and 32M respectively, 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 replaces

the start-up

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

  • query_cache_size= 32M … Replicate This readjusts the

    optimum enabled packet dimension and also the query cache dimension so that MySQL can interface with OTRS. Then add the adhering to highlighted added options 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 Duplicate This sets the data source logfile size, identifies the personality collection as well as collation

      , and creates an init_connect string to set the

      character set upon starting the MySQL web server.
      Conserve and also close mysqld.cnf by pressing CTRL+ X, followed by Y and afterwards ENTER. Then, reactivate your MySQL
      server to use the new parameters:
      sudo systemctl reactivate mysql.service Duplicate Now that you have actually produced the otrs user and also configured
      Apache and MySQL to deal with OTRS
      , you prepare to make use of the web installer. Step 3-- Using the Web Installer In this step, you will certainly set up OTRS

      s data source setups in a web browser and start the OTRS daemon procedure on the command line. Open up https://example.com/otrs/installer.pl in your favorite internet browser, replacing example.com with your domain. You will certainly locate a welcome display with the message Invite to OTRS 6 and details concerning the OTRS

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

      to select

      a database type. The defaults( MySQL and Develop a new database for OTRS) are fine for your setup, so click Next to proceed. On the next display, go into the MySQL credentials

      that you established throughout the MySQL server installment. Use root for the Individual area, then go into the password you created. Leave the default host value. Click Examine data source setups to make sure it

      • functions. The installer will certainly generate credentials

      for the brand-new

      data source. There is no demand to keep in mind this generated password. Click Alongside continue. The data source will certainly be developed and also you will certainly see the effective result: Click Following. Next —, offer the following necessary

      system settings: System FQDN: A completely qualified domain name. Replace example.com with your very own domain name. AdminEmail: The email address of your system manager. E-mails concerning mistakes with OTRS will certainly go below. Company: Your organization s name. Leave all various other choices at their default values: Click Next. Currently you will arrive at the Mail Arrangement web page. In order to be able to send as well as obtain emails, you have to configure a mail account. This tutorial will care for this later in Step 5, so click Skip this action. The OTRS installation is now full; you will see a Completed page with a link to the admin panel after Beginning web page, and also the credentials

      of the OTRS extremely individual afterwards. Ensure you write down the generated password for the [email protected] user and also the LINK for the Begin page. The only thing left after an effective installation is to begin the OTRS daemon and also trigger its cronjob. Raise the terminal you are utilizing to access your Ubuntu 18.04 server. The OTRS daemon is responsible for taking care of any asynchronous and persisting tasks in OTRS.

      Begin it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Replicate You will certainly see the following outcome: Output Handle the OTRS daemon process. Daemon began There are

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

      Duplicate These cron data are

      utilized 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 Duplicate To schedule these cron jobs, use the script Cron.sh with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Copy You have now’mounted OTRS

      with the web installer as well as established its link

      to the MySQL

      database. You additionally started the OTRS daemon on your server. Next off, you will log in to the administrator internet interface as well as secure OTRS. Final thought In this tutorial, you set up OTRS as well as produced examination aid workdesk tickets. Now you can accept and also

      process requests from your individuals utilizing both the web user interface as well as email. You can learn more regarding OTRS by reading the OTRS Admin Manual. If you wish to learn more concerning just how to utilize MySQL, see our An Intro to Queries in MySQL write-up, or explore DigitalOcean s Handled Data sources item.

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