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


OTRS, also referred to as Open source Ticket Request System, is a help desk and also IT service monitoring system. It offers a single factor of call for users, clients, IT workers, IT services, as well as any exterior organizations. The program is written in Perl, sustains a range of data sources (MySQL, PostgreSQL, and so on), and can integrate with LDAP directories.

In this tutorial, you will mount OTRS Neighborhood Version on an Ubuntu 18.04 server as well as established a simple assistance desk system, which will allow you to get and refine requests from your customers making use of both the internet user interface and email.


To complete this tutorial, you will need the following:

  • An Ubuntu 18.04 server established by following our Initial Web Server Arrangement Overview for Ubuntu 18.04, including a non-root user with sudo privileges as well as a firewall software set up with ufw.

  • Apache and also MySQL installed on your Ubuntu server. Comply with action 1 and 2 of this guide to set up these.

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

  • Both of the complying with DNS documents set up for your server. You can comply with this introduction to DigitalOcean DNS for details on exactly how to add them.More Here At our site

    • An A document with pointing to your server’ s public IP
    • address. An A document with indicating your server’ s public IP
  • address. A TLS/SSL certification set up on your Ubuntu 18.04 web server for your domain name. You can adhere to the Let’ s Secure on Ubuntu 18.04 overview to obtain a free TLS/SSL certificate.

  • Postfix mail transfer representative established by following our tutorial Just how To Mount as well as Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A dedicated Gmail account with IMAP accessibility allowed, 2-step confirmation, and an Application password generated with the Various other (Personalized name) option. When you create the Application password, compose it down so that you can use it symphonious 5. You will make use of Gmail to configure inbound mail ticket production in OTRS, with Gmail as your IMAPS mailbox. This is just one method of setting up inbound mail for OTRS; if you want to explore other alternatives, check out the OTRS documents.

Caution: Do not use any one of your very own energetic Gmail accounts to configure inbound mail for OTRS. When forwards emails to OTRS, all e-mails in the Gmail account are deleted. Due to this, it is a better choice to produce a new Gmail account to use especially for OTRS.

Step 1 —– Mounting the OTRS Plan and Perl Modules

In this step, you will mount OTRS as well as a collection of Perl modules that will raise the system’ s capability

. OTRS is readily available in Ubuntu’ s bundle manager, however the main documentation suggests installing OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download and install the source archive with the wget command. For this tutorial, you will download version 6.0.19; you can locate the latest readily available variation on the OTRS download web page. wget Duplicate Next , unpack the pressed
    • data 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 Replicate

    Because OTRS is written in Perl, it uses a number of Perl components. Examine

    • for missing out on components by using the script

      included with OTRS: sudo/ opt/otrs/bin/ Replicate You ll see output similar to this, noting which components you already have actually downloaded and also which you are missing out on:

      • Some components are just required for optional capability,


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

        . Although the recommended commands to download and install these modules use apt-get, this tutorial will set up the missing modules with the proper command, which is the recommended finest technique for Ubuntu 18.04.

        Do not hesitate to experience these components manually, or utilize the complying with 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 installing these modules, rerun the script to ensure that all the needed components have actually been installed: sudo/ opt/otrs/bin/ Duplicate Your output will now reveal all the installed components: 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 and also its

        reliances installed on your web server, you can set up OTRS to make use of Apache as well as MySQL. Step 2– Setting Up OTRS, Apache, and MySQL server In this action, you will certainly create a system user for OTRS, and after that set up Apache and MySQL server to collaborate with OTRS. Develop a customer called otrs to run OTRS functions with the useradd command: sudo useradd

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

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

        webserver team: sudo usermod- G www-data otrs Copy OTRS comes with a default config data/ opt/otrs/Kernel/ Activate this by copying it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Duplicate Now, browse

      to the/ opt/otrs directory: cd/ opt/otrs Replicate From here, run the manuscript. It will detect the 'proper customer and team settings as well as established the file as well as directory site approvals for OTRS. sudo bin/otrs. Duplicate This

    • will generate the list below result:

    Outcome Setting consents on/ opt/otrs The correct permissions are currently set. Next off, turn on the apache2 setup data and ensure it is packed nevertheless other setups. 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 calls for
  • a couple of Apache modules

to be

active for optimal operation. You can trigger them by means of the device a2enmod. Although some of these have currently been enabled, it is a good concept to check them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Copy These components enable Apache to collaborate with Perl,

    control HTTP

    headers, press server result, as well as set up output web content filters.

    Reboot your web server to use brand-new arrangements: sudo systemctl reactivate apache2 Replicate Before you most likely to the next step and run the web installer, alter several of the MySQL arrangement setups.

  • Open the MySQL arrangement data in your recommended full-screen editor. This tutorial uses nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Duplicate Search for the following choices under the [mysqld] area. For max_allowed_packet and also query_cache_size, change the worths 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 changes

the start-up

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

  • query_cache_size= 32M … Copy This readjusts the

    optimum allowed packet dimension as well as the question cache size so that MySQL can interface with OTRS. After that add the complying with highlighted extra alternatives 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 Replicate This establishes the data source logfile size, identifies the character collection and also collation

      , and also develops an init_connect string to set the

      character set upon starting the MySQL server.
      Conserve as well as shut mysqld.cnf by pressing CTRL+ X, adhered to by Y and afterwards GO INTO. Then, reactivate your MySQL
      web server to use the brand-new parameters:
      sudo systemctl reboot mysql.service Replicate Since you have actually developed the otrs customer as well as configured
      Apache and MySQL to work with OTRS
      , you are ready to utilize the web installer. Step 3-- Using the Web Installer In this action, you will certainly configure OTRS

      s data source setups in an internet browser as well as begin the OTRS daemon process on the command line. Open in your favored internet browser, replacing with your domain name. You will discover a welcome screen with the message Welcome to OTRS 6 and also info concerning the OTRS

      offices. Click Next. The following display will certainly have the
      certificate for OTRS, which is the GNU General Public License usual to open up source programs. Accept by clicking Accept certificate and proceed'after analysis.
      On the next display, you will be motivated

      to select

      a data source kind. The defaults( MySQL and also Produce a new data source for OTRS) are fine for your configuration, so click Beside continue. On the following screen, go into the MySQL qualifications

      that you set up during the MySQL web server setup. Use root for the Customer area, after that go into the password you created. Leave the default host value. Click Inspect database setups to see to it it

      • works. The installer will produce qualifications

      for the new

      database. There is no demand to bear in mind this created password. Click Beside proceed. The database will be created and also you will certainly see the successful outcome: Click Next. Next off —, give the adhering to necessary

      system setups: System FQDN: A totally qualified domain name. Change with your own domain. AdminEmail: The e-mail address of your system manager. E-mails regarding errors with OTRS will go right here. Company: Your organization s name. Leave all various other choices at their default values: Click Following. Currently you will certainly arrive at the Mail Setup web page. In order to be able to send as well as obtain emails, you need 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 complete; you will see a Completed web page with a web link to the admin panel after Beginning page, and also the credentials

      of the OTRS extremely individual after that. Make sure you jot down the produced password for the root@localhost user and the URL for the Begin page. The only point left after a successful setup is to start the OTRS daemon and also activate its cronjob. Bring up the incurable you are using to access your Ubuntu 18.04 server. The OTRS daemon is in charge of dealing with any type of asynchronous and recurring tasks in OTRS.

      Start it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ begin" Copy You will certainly see the following result: Outcome Take care of the OTRS daemon process. Daemon started There are

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

      Duplicate These cron data are

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

      • by copying them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Copy To set up these cron tasks, make use of the manuscript with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ start" Replicate You have actually now’mounted OTRS

      with the internet installer and established its link

      to the MySQL

      database. You additionally began the OTRS daemon on your server. Next off, you will visit to the administrator internet user interface as well as safe and secure OTRS. Conclusion In this tutorial, you established OTRS as well as produced examination aid desk tickets. Now you can approve and

      refine requests from your individuals using both the internet interface and also email. You can discover more concerning OTRS by reviewing the OTRS Admin Handbook. If you wish to learn more regarding how to utilize MySQL, see our An Introduction to Queries in MySQL write-up, or check out DigitalOcean s Took care of Databases product.

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