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Just how To Set Up an Aid Workdesk System with OTRS on Ubuntu 18.04

November 18, 2020


OTRS, likewise known as Open source Ticket Request System, is an aid desk and also IT solution monitoring system. It supplies a solitary point of call for users, customers, IT employees, IT solutions, and any type of outside organizations. The program is written in Perl, supports a selection of databases (MySQL, PostgreSQL, and so on), and can integrate with LDAP directories.

In this tutorial, you will mount OTRS Area Edition on an Ubuntu 18.04 server and also set up a straightforward aid desk system, which will allow you to obtain and also process requests from your consumers making use of both the web interface and also e-mail.


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

  • An Ubuntu 18.04 web server established by following our First Server Arrangement Guide for Ubuntu 18.04, including a non-root user with sudo privileges as well as a firewall software configured with ufw.

  • Apache and MySQL mounted on your Ubuntu server. Comply with step 1 as well as 2 of this guide to configure these.

  • A completely registered domain name. This tutorial will utilize example.com throughout. You can buy a domain name on Namecheap, obtain one free of charge on Freenom, or utilize the domain registrar of your option.

  • Both of the adhering to DNS records set up for your server. You can adhere to this introduction to DigitalOcean DNS for details on just how to add them.

    Read here helpdeskz At our site

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

  • Postfix mail transfer agent set up by following our tutorial How To Set Up as well as Configure Postfix on Ubuntu 18.04.

  • ( Optional) A specialized Gmail account with IMAP accessibility allowed, 2-step confirmation, as well as an Application password created with the Other (Personalized name) choice. When you create the App password, write it down to ensure that you can utilize it in Step 5. You will make use of 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 want to check out various other alternatives, have a look at the OTRS documents.

Caution: Do not utilize any of your very own energetic Gmail accounts to set up inbound mail for OTRS. When imap.gmail.com forwards emails to OTRS, all emails in the Gmail account are erased. As a result of this, it is a better option to produce a brand-new Gmail account to utilize especially for OTRS.

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

In this action, you will install OTRS and a collection of Perl components that will certainly enhance the system’ s performance

. OTRS is available in Ubuntu’ s bundle manager, yet the main documents suggests setting up OTRS from resource.

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

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


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

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

    Since OTRS is written in Perl, it makes use of a variety of Perl modules. Inspect

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

      consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy You ll see output similar to this, listing which components you currently have actually downloaded and install and also which you are missing out on:

      • Some components are only required for optional capability,


        as interaction with other data sources or managing mail with details character collections; others are needed for the program to function

        . Although the suggested commands to download these components make use of apt-get, this tutorial will install the missing out on components with the appropriate command, which is the suggested finest method for Ubuntu 18.04.

        Do not hesitate to go through these modules by hand, or use the adhering to 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 modules, rerun the manuscript to make sure that all the called for modules have
        been mounted: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your result will certainly currently reveal 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) Since you have

        OTRS and its

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

        – d/ opt/otrs -c ‘ OTRS individual ‘ otrs Duplicate- d sets the user s residence directory site as/ opt/otrs, and -c sets

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

        webserver group: sudo usermod- G www-data otrs Replicate OTRS comes with a default config file/ opt/otrs/Kernel/ Config.pm.dist. Trigger this by replicating 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 Copy From here, run the otrs.SetPermissions.pl script. It will certainly find the 'right individual and group settings and set the data and directory site permissions for OTRS. sudo bin/otrs. SetPermissions.pl Copy This

    • will certainly yield the following result:

    Outcome Setting authorizations on/ opt/otrs The correct consents are now established. Next off, trigger the apache2 setup data as well as see to it is packed nevertheless various other configurations. 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

energetic for ideal operation. You can trigger them by means of the device a2enmod. Although a few of these have currently been enabled, it is a great suggestion to examine them all: sudo a2enmod

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

    control HTTP

    headers, compress web server outcome, as well as set up output web content filters.

    Reactivate your web server to use brand-new arrangements: sudo systemctl reactivate apache2 Copy Prior to you go to the following step as well as run the internet installer, alter several of the MySQL configuration setups.

  • Open the MySQL setup file in your favored full-screen editor. This tutorial makes use of nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Replicate Search for the adhering to choices under the [mysqld] area. For max_allowed_packet and query_cache_size, alter the worths to 64M as well as 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 changes

the start-up

script as well as checks MyISAM tables if required # the very first time they are touched myisam-recover-options= BACK-UP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Question Cache Arrangement # query_cache_limit= 1M

  • query_cache_size= 32M … Copy This adjusts the

    optimum enabled packet size as well as the question cache dimension so that MySQL can user interface with OTRS. Then include the complying with highlighted extra alternatives under the [mysqld] section, 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 = ‘ COLLECTION NAMES utf8 ‘. character-set-server= utf8 Copy This establishes the data source logfile size, identifies the personality collection and collation

      , and produces an init_connect string to set the

      character set upon beginning the MySQL web server.
      Conserve and also shut mysqld.cnf by pressing CTRL+ X, adhered to by Y and then GO INTO. Then, reactivate your MySQL
      web server to use the brand-new criteria:
      sudo systemctl reactivate mysql.service Duplicate Now that you have actually created the otrs customer and also set up
      Apache and MySQL to work with OTRS
      , you are ready to utilize the internet installer. Action 3-- Making Use Of the Web Installer In this action, you will certainly set up OTRS

      s database settings in a web browser as well as begin the OTRS daemon process on the command line. Open https://example.com/otrs/installer.pl in your favorite web internet browser, changing example.com with your domain. You will certainly locate a welcome screen with the message Invite to OTRS 6 as well as info regarding the OTRS

      workplaces. Click Next. The next display will have the
      certificate for OTRS, which is the GNU General Public Certificate usual to open up source programs. Accept by clicking Accept permit as well as continue'after analysis.
      On the next display, you will certainly be prompted

      to choose

      a database kind. The defaults( MySQL and also Produce a new database for OTRS) are great for your setup, so click Alongside continue. On the next screen, get in the MySQL credentials

      that you established during the MySQL web server setup. Use root for the Customer field, then get in the password you developed. Leave the default host worth. Click Examine database setups to make certain it

      • works. The installer will certainly create qualifications

      for the brand-new

      database. There is no demand to remember this generated password. Click Beside continue. The data source will be developed and also you will see the successful result: Click Following. Next —, offer the complying with necessary

      system setups: System FQDN: A completely certified domain. Change example.com with your own domain name. AdminEmail: The email address of your system manager. Emails regarding errors with OTRS will go here. Organization: Your company s name. Leave all other options at their default worths: Click Next. Now you will certainly arrive at the Mail Setup page. In order to have the ability to send as well as obtain e-mails, you have to configure a mail account. This tutorial will care for this later symphonious 5, so click Avoid this step. The OTRS installment is currently total; you will see a Finished page with a link to the admin panel after Begin web page, and the qualifications

      of the OTRS incredibly individual after that. Ensure you list the generated password for the [email protected] user as well as the URL for the Beginning web page. The only thing left after an effective installment is to begin the OTRS daemon and trigger its cronjob. Bring up the terminal you are utilizing to access your Ubuntu 18.04 web server. The OTRS daemon is in charge of taking care of any kind of asynchronous and also repeating tasks in OTRS.

      Begin it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl beginning" Replicate You will see the following output: Outcome Handle the OTRS daemon process. Daemon started There are

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

      Replicate These cron files are

      used to make sure that the OTRS daemon is running. Trigger them

      • by duplicating them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Copy To arrange these cron tasks, make use of the script Cron.sh with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Replicate You have actually currently’installed OTRS

      with the internet installer and established its link

      to the MySQL

      data source. You additionally started the OTRS daemon on your server. Next off, you will certainly log in to the administrator internet user interface and protected OTRS. Verdict In this tutorial, you set up OTRS and also produced test help workdesk tickets. Currently you can approve as well as

      process demands from your users utilizing both the internet user interface and e-mail. You can learn more concerning OTRS by reviewing the OTRS Admin Handbook. If you wish to learn more regarding how to make use of MySQL, see our An Intro to Queries in MySQL short article, or discover DigitalOcean s Handled Databases product.