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


OTRS, also referred to as Open resource Ticket Demand System, is a help desk and IT service monitoring system. It provides a solitary factor of contact for customers, consumers, IT workers, IT services, and also any exterior companies. The program is written in Perl, sustains a selection of databases (MySQL, PostgreSQL, and so on), and also can integrate with LDAP directories.

In this tutorial, you will certainly set up OTRS Area Version on an Ubuntu 18.04 server as well as established a straightforward aid workdesk system, which will certainly permit you to obtain and refine demands from your consumers making use of both the internet interface as well as email.


To finish this tutorial, you will require the following:

  • An Ubuntu 18.04 web server established by following our Initial Server Configuration Overview for Ubuntu 18.04, consisting of a non-root user with sudo advantages and also a firewall configured with ufw.

  • Apache as well as MySQL installed on your Ubuntu web server. Comply with 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 purchase a domain name on Namecheap, get one free of charge on Freenom, or make use of the domain name registrar of your choice.

  • Both of the following DNS records set up for your web server. You can follow this introduction to DigitalOcean DNS for details on exactly how to include them.Join Us freewindows10download.com website

    • An A document with example.com indicating your web server’ s public IP
    • address. An A record with www.example.com pointing to your web server’ s public IP
  • address. A TLS/SSL certification mounted on your Ubuntu 18.04 web server for your domain. You can comply with the Let’ s Encrypt on Ubuntu 18.04 guide to get a complimentary TLS/SSL certificate.

  • Postfix mail transfer agent established by following our guide Just how To Set Up as well as Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A specialized Gmail account with IMAP accessibility enabled, 2-step confirmation, as well as an App password created with the Various other (Customized name) alternative. When you create the App password, write it down to make sure that you can use it in Step 5. You will make use of Gmail to set up inbound mail ticket development in OTRS, with Gmail as your IMAPS mailbox. This is just one approach of setting up inbound mail for OTRS; if you wish to discover other alternatives, look into the OTRS paperwork.

Caution: Do not use any of your very own active Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all emails in the Gmail account are deleted. Due to this, it is a much better alternative to create a new Gmail account to use especially for OTRS.

Step 1 —— Setting Up the OTRS Bundle as well as Perl Modules

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

. OTRS is offered in Ubuntu’ s package supervisor, but the official documentation recommends installing OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy Then 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 most up to date readily available variation on the OTRS download web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Replicate Next , unbox the pressed
    • documents with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Since OTRS is written in Perl, it uses a variety of Perl components. Check

    • for missing out on modules by using the CheckModules.pl script

      consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy You ll see outcome similar to this, providing which components you currently have actually downloaded as well as which you are missing out on:

      • Some modules are just required for optional functionality,


        as communication with other data sources or managing mail with certain personality collections; others are required for the program to work

        . Although the suggested commands to download and install these modules utilize apt-get, this tutorial will mount the missing out on modules with the suitable command, which is the recommended best technique for Ubuntu 18.04.

        Do not hesitate to go through these modules manually, or make use of the following 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 installing these components, rerun the manuscript to ensure that all the needed components have actually
        been installed: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate Your outcome will currently show all the set up components: 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 mounted on your web server, you can configure OTRS to utilize Apache and MySQL. Action 2— Configuring OTRS, Apache, and MySQL web server In this step, you will develop a system customer for OTRS, and afterwards set up Apache as well as MySQL 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 customer ‘ otrs Copy- d establishes the user s home directory as/ opt/otrs, and -c sets

        the ‘ OTRS individual ‘ comment to describe the individual. Next off, include otrs to the

        webserver team: sudo usermod- G www-data otrs Replicate OTRS features 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, browse

      to the/ opt/otrs directory: cd/ opt/otrs Duplicate From here, run the otrs.SetPermissions.pl manuscript. It will certainly identify the 'correct individual and also group settings and established the file and also directory approvals for OTRS. sudo bin/otrs. SetPermissions.pl Copy This

    • will certainly yield the following output:

    Outcome Establishing approvals on/ opt/otrs The proper consents are now set. Next off, activate the apache2 setup data as well as ensure it is filled after all other arrangements. 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 Replicate OTRS needs
  • a couple of Apache modules

to be

active for ideal procedure. You can activate them through the tool a2enmod. Although several of these have actually currently been allowed, it is a good idea to examine them all: sudo a2enmod

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

    control HTTP

    headers, compress server result, and set up output content filters.

    Restart your internet server to use new configurations: sudo systemctl restart apache2 Duplicate Before you most likely to the following action and run the web installer, transform several of the MySQL arrangement settings.

  • Open up the MySQL configuration documents in your favored text editor. This tutorial utilizes nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Copy Search for the adhering to options under the [mysqld] area. For max_allowed_packet as well as 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 replaces

the start-up

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

  • query_cache_size= 32M … Copy This readjusts the

    maximum permitted packet size as well as the inquiry cache size so that MySQL can user interface with OTRS. Then add the adhering to highlighted additional 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 Copy This establishes the data source logfile size, identifies the character collection and collation

      , and creates an init_connect string to establish the

      personality set upon beginning the MySQL server.
      Conserve and also close mysqld.cnf by pushing CTRL+ X, followed by Y and afterwards ENTER. Then, reboot your MySQL
      web server to use the brand-new criteria:
      sudo systemctl restart mysql.service Copy Since you have developed the otrs individual and also set up
      Apache and also MySQL to work with OTRS
      , you prepare to make use of the internet installer. Step 3-- Using the Internet Installer In this action, you will configure OTRS

      s database settings in a web browser and also start the OTRS daemon procedure on the command line. Open up https://example.com/otrs/installer.pl in your favored internet browser, changing example.com with your domain name. You will certainly locate a welcome display with the message Welcome to OTRS 6 as well as info about the OTRS

      offices. Click Next. The following display will have the
      permit for OTRS, which is the GNU Public Permit common to open up resource programs. Approve by clicking Accept permit and proceed'after analysis.
      On the next display, you will certainly be prompted

      to pick

      a database kind. The defaults( MySQL and Produce a new database for OTRS) are fine for your setup, so click Beside proceed. On the next screen, go into the MySQL qualifications

      that you set up throughout the MySQL web server installation. Usage root for the User field, then go into the password you produced. Leave the default host value. Click Examine data source settings to ensure it

      • works. The installer will certainly produce credentials

      for the new

      database. There is no demand to bear in mind this produced password. Click Alongside proceed. The data source will certainly be produced and also you will certainly see the successful result: Click Following. Next off —, provide the complying with required

      system settings: System FQDN: A completely qualified domain. Replace example.com with your own domain. AdminEmail: The e-mail address of your system manager. E-mails regarding errors with OTRS will certainly go here. Organization: Your company s name. Leave all other options at their default worths: Click Next. Currently you will certainly arrive at the Mail Arrangement page. In order to be able to send out and obtain emails, you have to configure a mail account. This tutorial will take care of this later on in Step 5, so click Miss this step. The OTRS installment is currently total; you will certainly see a Completed page with a link to the admin panel after Begin page, and also the qualifications

      of the OTRS very user afterwards. See to it you list the produced password for the root@localhost user and the LINK for the Begin web page. The only point left after an effective installment is to start the OTRS daemon and activate its cronjob. Bring up the terminal you are using to access your Ubuntu 18.04 server. The OTRS daemon is in charge of managing any type of asynchronous and persisting jobs in OTRS.

      Begin it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl begin" Copy You will certainly see the list below outcome: Outcome Take care of the OTRS daemon process. Daemon began There are

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

      Duplicate These cron files are

      made use of to ensure 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 tasks, use the script Cron.sh with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh start" Replicate You have actually currently’installed OTRS

      with the internet installer as well as set up its connection

      to the MySQL

      database. You also started the OTRS daemon on your web server. Next, you will certainly visit to the manager web user interface and also safe OTRS. Final thought In this tutorial, you set up OTRS and also created test help desk tickets. Now you can approve as well as

      process requests from your customers making use of both the internet interface and also e-mail. You can find out more regarding OTRS by reading the OTRS Admin Manual. If you want to learn more concerning how to use MySQL, see our An Introduction to Queries in MySQL article, or discover DigitalOcean s Took care of Data sources product.