OTRS, additionally referred to as Open resource Ticket Request System, is a help workdesk as well as IT solution monitoring system. It offers a single factor of get in touch with for individuals, clients, IT employees, IT solutions, and also any exterior organizations. The program is written in Perl, sustains a variety of data sources (MySQL, PostgreSQL, etc.), and also can integrate with LDAP directories.

In this tutorial, you will certainly set up OTRS Neighborhood Version on an Ubuntu 18.04 server and established an easy help desk system, which will certainly enable you to obtain and refine demands from your consumers utilizing both the web interface and e-mail.


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

  • An Ubuntu 18.04 web server established by following our Initial Web Server Arrangement Overview for Ubuntu 18.04, consisting of a non-root individual with sudo benefits and a firewall program set up with ufw.

  • Apache as well as MySQL set up on your Ubuntu web server. Follow action 1 as well as 2 of this overview to configure these.

  • A fully signed up domain name. This tutorial will certainly use throughout. You can buy a domain on Namecheap, obtain one totally free on Freenom, or utilize the domain registrar of your choice.

  • Both of the adhering to DNS records set up for your web server. You can comply with this intro to DigitalOcean DNS for details on how to add can find more here helpdeskz from Our Articles

    • An A record with indicating your web server’ s public IP
    • address. An A record with indicating your web 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 Encrypt on Ubuntu 18.04 guide to get a totally free TLS/SSL certificate.

  • Postfix mail transfer representative set up by following our tutorial Just how To Mount and also Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A specialized Gmail account with IMAP accessibility enabled, 2-step verification, as well as an App password produced with the Other (Custom-made name) option. When you produce the Application password, create it down to make sure that you can utilize 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 simply one approach of configuring incoming mail for OTRS; if you would love to discover various other options, take a look at the OTRS documents.

Warning: Do not make use of any one of your own active Gmail accounts to configure inbound mail for OTRS. When forwards emails to OTRS, all e-mails in the Gmail account are deleted. As a result of this, it is a far better alternative to develop a brand-new Gmail account to make use of especially for OTRS.

Action 1 —– Mounting the OTRS Plan and Perl Modules

In this step, you will mount OTRS and also a set of Perl modules that will certainly boost the system’ s performance

. OTRS is offered in Ubuntu’ s bundle supervisor, however the official documentation suggests installing OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download and install the source archive with the wget command. For this tutorial, you will certainly download version 6.0.19; you can locate the current offered version on the OTRS download and install page. wget Replicate Next off , unbox the pressed
    • file with tar: tar xzf otrs-6.0.19. tar.gz


    Move the materials of the archive right 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 components. Examine

    • for missing components by utilizing the script

      included with OTRS: sudo/ opt/otrs/bin/ Copy You ll see result like this, noting which modules you already have downloaded and install and which you are missing:

      • Some modules are only needed for optional functionality,


        as interaction with other databases or managing mail with certain personality sets; others are necessary for the program to function

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

        Do not hesitate to undergo these components manually, or use the complying with command:$ sudo appropriate set up 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 setting up these components, rerun the manuscript to make certain that all the required modules have
        been installed: sudo/ opt/otrs/bin/ Replicate Your result will now reveal all the installed 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) Now that you have

        OTRS and its

        dependences installed on your server, you can set up OTRS to make use of Apache and also MySQL. Step 2– Setting Up OTRS, Apache, and MySQL server In this step, you will produce a system individual for OTRS, and after that configure Apache as well as MySQL web server to collaborate with OTRS. Create an individual called otrs to run OTRS features with the useradd command: sudo useradd

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

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

        webserver group: sudo usermod- G www-data otrs Replicate OTRS features a default config data/ opt/otrs/Kernel/ Trigger this by copying it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Duplicate Currently, browse

      to the/ opt/otrs directory site: cd/ opt/otrs Duplicate From here, run the script. It will spot the 'right customer as well as team settings as well as established the data and directory approvals for OTRS. sudo bin/otrs. Copy This

    • will generate the list below output:

    Output Setting approvals on/ opt/otrs The appropriate consents are currently set. Next off, activate the apache2 setup file and also make certain it is packed 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 Replicate OTRS calls for
  • a few Apache modules

to be

active for ideal operation. You can trigger them by means of the device a2enmod. Although some of these have actually already been allowed, it is a good idea 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 output, as well as set up outcome material filters.

    Reactivate your web server to use new arrangements: sudo systemctl reboot apache2 Replicate Before you most likely to the next step and run the web installer, change several of the MySQL setup setups.

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

    conf.d/ mysqld.cnf Copy Look 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 specifically, 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

manuscript and also checks MyISAM tables if needed # the initial 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 query cache dimension so that MySQL can interface with OTRS. Then include the following highlighted added options 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 = ‘ COLLECTION NAMES utf8 ‘. character-set-server= utf8 Duplicate This establishes the data source logfile dimension, establishes the character set and also relation

      , as well as develops an init_connect string to establish the

      character set upon starting the MySQL web server.
      Save and also close mysqld.cnf by pressing CTRL+ X, complied with by Y and then GET IN. After that, reactivate your MySQL
      web server to apply the brand-new parameters:
      sudo systemctl reboot mysql.service Replicate Since you have produced the otrs individual and configured
      Apache as well as MySQL to work with OTRS
      , you prepare to make use of the internet installer. Action 3-- Making Use Of the Internet Installer In this action, you will certainly set up OTRS

      s database settings in a web internet browser and also begin the OTRS daemon procedure on the command line. Open in your favorite internet browser, changing with your domain name. You will find a welcome display with the message Welcome 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 typical to open up source programs. Approve by clicking Accept certificate and continue'after reading.
      On the next display, you will be prompted

      to pick

      a database type. The defaults( MySQL and also Produce a brand-new data source for OTRS) are great for your configuration, so click Beside proceed. On the following display, go into the MySQL credentials

      that you established during the MySQL web server installment. Usage root for the User area, after that enter the password you produced. Leave the default host value. Click Check data source settings to make sure it

      • functions. The installer will create qualifications

      for the brand-new

      data source. There is no requirement to bear in mind this created password. Click Beside proceed. The database will certainly be created as well as you will see the effective outcome: Click Following. Next off —, give the complying with necessary

      system setups: System FQDN: A totally certified domain. Replace with your own domain. AdminEmail: The e-mail address of your system administrator. Emails about mistakes with OTRS will go right here. Company: Your company s name. Leave all other options at their default values: Click Next. Now you will certainly arrive on the Mail Setup page. In order to be able to send out as well as obtain emails, you have to configure a mail account. This tutorial will take care of this later symphonious 5, so click Skip this step. The OTRS setup is currently full; you will certainly see a Completed web page with a link to the admin panel after Beginning page, and the qualifications

      of the OTRS extremely individual after that. Make certain 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 installation is to begin the OTRS daemon as well as activate its cronjob. Raise the terminal you are using to access your Ubuntu 18.04 server. The OTRS daemon is responsible for taking care of any kind of asynchronous and reoccuring jobs in OTRS.

      Begin it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ beginning" Duplicate You will see the following result: Output Handle the OTRS daemon process. Daemon began There are

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

      Duplicate These cron documents are

      utilized to make certain that the OTRS daemon is running. Activate them

      • by copying them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Duplicate To schedule these cron jobs, make use of the manuscript with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ start" Copy You have actually currently’mounted OTRS

      with the internet installer and also set up its link

      to the MySQL

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

      process requests from your users utilizing both the internet user interface and also email. You can discover more concerning OTRS by checking out the OTRS Admin Manual. If you wish to find out more about just how to utilize MySQL, see our An Intro to Queries in MySQL short article, or explore DigitalOcean s Took care of Databases item.

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