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


OTRS, additionally called Open resource Ticket Demand System, is an aid workdesk and also IT service management system. It supplies a solitary point of get in touch with for users, customers, IT workers, IT solutions, as well as any kind of exterior organizations. The program is written in Perl, supports a range of data sources (MySQL, PostgreSQL, etc.), and also can incorporate with LDAP directory sites.

In this tutorial, you will certainly install OTRS Community Edition on an Ubuntu 18.04 web server and also established a basic help desk system, which will certainly permit you to get and also refine requests from your consumers using both the internet user interface and e-mail.


To complete this tutorial, you will require the following:

  • An Ubuntu 18.04 web server established by following our Preliminary Web Server Arrangement Guide for Ubuntu 18.04, consisting of a non-root user with sudo privileges and also a firewall configured with ufw.

  • Apache and MySQL set up on your Ubuntu server. Comply with step 1 and 2 of this overview to set up these.

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

  • Both of the complying with DNS documents set up for your web server. You can follow this intro to DigitalOcean DNS for information on just how to add them.Read about HelpDeskZ Download At website

    • An A record with example.com indicating your server’ s public IP
    • address. An A document with www.example.com indicating your server’ s public IP
  • address. A TLS/SSL certificate set up on your Ubuntu 18.04 web server for your domain. You can comply with the Let’ s Secure on Ubuntu 18.04 overview to obtain a totally free TLS/SSL certificate.

  • Postfix mail transfer representative set up by following our tutorial How To Set Up and Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A specialized Gmail account with IMAP accessibility made it possible for, 2-step verification, and an App password generated with the Various other (Custom-made name) alternative. When you generate the Application password, create it down so that you can use it symphonious 5. You will certainly make use of Gmail to set up inbound mail ticket production 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 various other choices, have a look at the OTRS documents.

Caution: Do not utilize any of your own energetic 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 much better alternative to develop a brand-new Gmail account to utilize especially for OTRS.

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

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

. OTRS is available in Ubuntu’ s plan supervisor, yet the main paperwork recommends installing OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy After that download the source archive with the wget command. For this tutorial, you will download and install variation 6.0.19; you can locate the latest readily available version on the OTRS download web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Duplicate Next off , unload 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 utilizes a number of Perl components. Check

    • for missing modules by utilizing the CheckModules.pl script

      consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate You ll see output similar to this, noting which components you already have downloaded and install and also which you are missing:

      • Some components are only required for optional performance,


        as interaction with various other databases or dealing with mail with particular character sets; others are necessary for the program to work

        . Although the suggested commands to download these components use apt-get, this tutorial will set up the missing out on components with the suitable command, which is the recommended finest technique for Ubuntu 18.04.

        Do not hesitate to go through these components by hand, or use the adhering to command:$ sudo suitable 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 manuscript to ensure that all the required modules have
        been installed: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your output will now 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 and also its

        dependencies installed on your server, you can configure OTRS to make use of Apache as well as MySQL. Action 2– Setting Up OTRS, Apache, and also MySQL web server In this action, you will create a system customer for OTRS, and then configure Apache and MySQL server to collaborate with OTRS. Produce a customer named otrs to run OTRS features with the useradd command: sudo useradd

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

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

        webserver group: sudo usermod- G www-data otrs Duplicate OTRS features a default config data/ opt/otrs/Kernel/ Config.pm.dist. Activate this by replicating it without the. dist filename expansion: 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 Duplicate From here, run the otrs.SetPermissions.pl script. It will certainly spot the 'proper individual as well as team settings as well as set the documents and also directory approvals for OTRS. sudo bin/otrs. SetPermissions.pl Replicate This

    • will certainly generate the list below result:

    Result Establishing consents on/ opt/otrs The right authorizations are currently set. Next, trigger the apache2 configuration data and also ensure it is filled besides 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 Duplicate OTRS needs
  • a few Apache modules

to be

active for optimal procedure. You can trigger them using the tool a2enmod. Although several of these have currently been made it possible for, it is a great suggestion to check them all: sudo a2enmod

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

    control HTTP

    headers, press web server outcome, and configure output material filters.

    Reactivate your internet server to use new setups: sudo systemctl reboot apache2 Copy Prior to you most likely to the following action as well as run the web installer, alter a few of the MySQL setup setups.

  • Open up the MySQL arrangement data in your preferred text editor. This tutorial uses nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Duplicate Look for the complying with alternatives under the [mysqld] area. For max_allowed_packet and also query_cache_size, change the values to 64M and also 32M specifically, 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 required # the very first time they are touched myisam-recover-options= BACKUP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Question Cache Setup # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This adjusts the

    optimum permitted packet size and also the inquiry cache size so that MySQL can user interface with OTRS. Then add the complying with highlighted added choices under the [mysqld] section, 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Copy This sets the data source logfile size, determines the character collection as well as collation

      , as well as produces an init_connect string to establish the

      personality set upon starting the MySQL web server.
      Save as well as shut mysqld.cnf by pressing CTRL+ X, complied with by Y and after that GET IN. After that, reactivate your MySQL
      server to use the new specifications:
      sudo systemctl reactivate mysql.service Duplicate Now that you have actually developed the otrs individual as well as configured
      Apache and MySQL to work with OTRS
      , you prepare to use the internet installer. Step 3-- Making Use Of the Internet Installer In this action, you will configure OTRS

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

      offices. Click Next. The following screen will have the
      permit for OTRS, which is the GNU Public License common to open up source programs. Approve by clicking Accept permit and proceed'after reading.
      On the following screen, you will certainly be motivated

      to pick

      a database type. The defaults( MySQL as well as Produce a new data source for OTRS) are great for your arrangement, so click Beside proceed. On the following display, get in the MySQL credentials

      that you established during the MySQL server setup. Usage favor the Customer area, after that get in the password you produced. Leave the default host worth. Click Check database setups to make sure it

      • works. The installer will certainly create qualifications

      for the brand-new

      data source. There is no requirement to remember this produced password. Click Next to proceed. The data source will certainly be created and you will see the successful outcome: Click Next. Next off —, offer the complying with needed

      system settings: System FQDN: A fully certified domain name. Change example.com with your very own domain name. AdminEmail: The email address of your system administrator. E-mails about mistakes with OTRS will go right here. Organization: Your company s name. Leave all other options at their default worths: Click Next. Currently you will certainly arrive at the Mail Configuration web page. In order to have the ability to send out and also receive emails, you need to configure a mail account. This tutorial will look after this later in Step 5, so click Skip this step. The OTRS setup is now complete; you will certainly see a Finished page with a link to the admin panel after Start page, and also the credentials

      of the OTRS incredibly user after that. Ensure you write down the generated password for the root@localhost user as well as the URL for the Begin web page. The only point left after an effective installment is to start the OTRS daemon and also activate its cronjob. Raise the terminal you are utilizing to access your Ubuntu 18.04 web server. The OTRS daemon is accountable for handling any type of asynchronous as well as reoccuring jobs in OTRS.

      Start it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl begin" Duplicate You will certainly see the list below output: Output Take care of the OTRS daemon process. Daemon started There are

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

      Duplicate These cron documents are

      made use of to make sure that the OTRS daemon is running. Activate them

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

      with the internet installer and also set up its connection

      to the MySQL

      data source. You additionally started the OTRS daemon on your server. Next off, you will visit to the administrator internet user interface as well as safe OTRS. Final thought In this tutorial, you established OTRS as well as produced examination help workdesk tickets. Currently you can approve and also

      process demands from your individuals utilizing both the web interface as well as email. You can find out more about OTRS by reading the OTRS Admin Guidebook. If you intend to find out more concerning just how to utilize MySQL, see our An Introduction to Queries in MySQL short article, or discover DigitalOcean s Handled Data sources product.

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