Just how To Establish an Assistance Workdesk System with OTRS on Ubuntu 18.04



OTRS, likewise known as Open source Ticket Request System, is an aid desk and also IT service management system. It offers a solitary point of contact for individuals, consumers, IT personnel, IT services, and any type of exterior companies. The program is written in Perl, supports a selection of data sources (MySQL, PostgreSQL, etc.), and also can incorporate with LDAP directory sites.

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


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

  • An Ubuntu 18.04 server set up by following our Initial Web Server Configuration Overview for Ubuntu 18.04, consisting of a non-root customer with sudo opportunities as well as a firewall software set up with ufw.

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

  • A totally signed up domain name. This tutorial will utilize example.com throughout. You can buy a domain name on Namecheap, get one completely free on Freenom, or make use of the domain name registrar of your option.

  • Both of the adhering to DNS records established for your web server. You can follow this introduction to DigitalOcean DNS for information on just how to add them.Read more https://freewindows10download.com/soft/helpdeskz At website Articles

    • An A record with example.com indicating your web server’ s public IP
    • address. An A record with www.example.com indicating your web server’ s public IP
  • address. A TLS/SSL certificate set up on your Ubuntu 18.04 server for your domain name. You can follow the Let’ s Secure on Ubuntu 18.04 guide to acquire a cost-free TLS/SSL certificate.

  • Postfix mail transfer agent established by following our guide Exactly how To Install and also Configure Postfix on Ubuntu 18.04.

  • ( Optional) A dedicated Gmail account with IMAP accessibility enabled, 2-step verification, and also an Application password produced with the Various other (Customized name) choice. When you create the Application password, create it down so that you can utilize it in Step 5. You will make use of Gmail to configure incoming mail ticket development in OTRS, with Gmail as your IMAPS mailbox. This is simply one technique of setting up incoming mail for OTRS; if you would like to discover other options, check out the OTRS documentation.

Caution: Do not use any of your very own active Gmail accounts to configure inbound mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all emails in the Gmail account are erased. As a result of this, it is a better alternative to develop a new Gmail account to use particularly for OTRS.

Action 1 —– Installing the OTRS Bundle as well as Perl Modules

In this step, you will install OTRS and a set of Perl modules that will increase the system’ s capability

. OTRS is available in Ubuntu’ s plan manager, however the official paperwork suggests mounting OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download and install the source archive with the wget command. For this tutorial, you will download variation 6.0.19; you can find the most up to date readily available version on the OTRS download and install page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Duplicate Next , unload the compressed
    • data 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 Replicate

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

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

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate You ll see outcome similar to this, providing which modules you already have actually downloaded and which you are missing out on:

      • Some modules are only needed for optional performance,


        as communication with various other databases or managing mail with specific 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 out on components with the appropriate command, which is the recommended finest practice for Ubuntu 18.04.

        Do not hesitate to experience these modules by hand, or use the adhering to command:$ sudo apt 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 mounting these components, rerun the manuscript to see to it that all the required components have
        been mounted: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your outcome will currently reveal all the mounted 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 its

        dependencies mounted on your server, you can set up OTRS to use Apache and MySQL. Step 2– Setting Up OTRS, Apache, as well as MySQL server In this action, you will certainly produce a system individual for OTRS, and afterwards set up Apache as well as MySQL web server to deal 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 establishes the user s home directory as/ opt/otrs, and also -c sets

        the ‘ OTRS individual ‘ remark to define the user. Next off, add otrs to the

        webserver team: sudo usermod- G www-data otrs Duplicate OTRS comes with 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 Duplicate Now, navigate

      to the/ opt/otrs directory: cd/ opt/otrs Replicate From here, run the otrs.SetPermissions.pl script. It will find the 'appropriate customer and team settings and set the data and directory consents for OTRS. sudo bin/otrs. SetPermissions.pl Duplicate This

    • will generate the following output:

    Result Establishing consents on/ opt/otrs The proper consents are currently set. Next, turn on the apache2 arrangement documents and ensure it is loaded nevertheless various other configurations. 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 components

to be

energetic for ideal procedure. You can activate them through the tool a2enmod. Although a few of these have currently been enabled, it is a good concept to examine them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Copy These components make it possible for Apache to collaborate with Perl,

    control HTTP

    headers, compress server result, and also configure outcome web content filters.

    Reactivate your internet server to use new setups: sudo systemctl restart apache2 Replicate Prior to you most likely to the next action as well as run the internet installer, alter a few of the MySQL arrangement settings.

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

    conf.d/ mysqld.cnf Copy Seek the complying with options under the [mysqld] section. For max_allowed_packet and query_cache_size, change the values 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 replaces

the start-up

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

  • query_cache_size= 32M … Copy This adjusts the

    optimum permitted packet size as well as the inquiry cache dimension to make sure that MySQL can interface with OTRS. Then add the adhering to highlighted added alternatives under the [mysqld] area, at the end of the documents:/ 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 sets the database logfile size, determines the personality collection and also relation

      , and produces an init_connect string to set the

      character set upon starting the MySQL server.
      Save as well as close mysqld.cnf by pushing CTRL+ X, followed by Y and afterwards GET IN. Then, reactivate your MySQL
      server to use the new parameters:
      sudo systemctl reactivate mysql.service Replicate Since you have created the otrs customer as well as configured
      Apache as well as MySQL to work with OTRS
      , you prepare to make use of the internet installer. Step 3-- Using the Web Installer In this step, you will set up OTRS

      s data source settings in a web browser and start the OTRS daemon procedure on the command line. Open up https://example.com/otrs/installer.pl in your favorite web internet browser, replacing example.com with your domain name. You will certainly find a welcome screen with the message Welcome to OTRS 6 as well as details about the OTRS

      workplaces. Click Next. The next display will have the
      permit for OTRS, which is the GNU Public License usual to open up resource programs. Accept by clicking Accept permit and also continue'after reading.
      On the next display, you will certainly be motivated

      to pick

      a data source kind. The defaults( MySQL and also Produce a brand-new database for OTRS) are great for your setup, so click Beside proceed. On the following screen, get in the MySQL credentials

      that you established throughout the MySQL server installation. Use root for the Individual area, after that enter the password you created. Leave the default host value. Click Check data source settings to see to it it

      • works. The installer will certainly produce credentials

      for the brand-new

      database. There is no need to keep in mind this generated password. Click Alongside continue. The database will be created as well as you will see the successful outcome: Click Following. Next off —, provide the adhering to necessary

      system setups: System FQDN: A totally certified domain name. Change example.com with your own domain. AdminEmail: The e-mail address of your system administrator. E-mails about errors with OTRS will certainly go below. Company: Your company s name. Leave all other options at their default values: Click Next. Now you will certainly land on the Mail Arrangement page. In order to be able to send and also receive emails, you need to set up a mail account. This tutorial will care for this later symphonious 5, so click Avoid this action. The OTRS setup is now full; you will see a Completed web page with a web link to the admin panel after Start web page, as well as the qualifications

      of the OTRS very user afterwards. Make sure you document the generated password for the root@localhost user and the LINK for the Start web page. The only point left after a successful installment is to begin the OTRS daemon as well as trigger its cronjob. Bring up the terminal you are utilizing to access your Ubuntu 18.04 web server. The OTRS daemon is responsible for managing any kind of asynchronous and persisting tasks in OTRS.

      Start it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl beginning" Replicate You will certainly see the list below outcome: Result Take care of the OTRS daemon procedure. Daemon started There are

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

      Duplicate These cron files are

      made use of to make certain that the OTRS daemon is running. Trigger them

      • by copying them without the. dist filename expansion. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Copy To set up these cron jobs, utilize the script Cron.sh with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Copy You have currently’mounted OTRS

      with the web installer as well as set up its connection

      to the MySQL

      data source. You likewise started the OTRS daemon on your server. Next, you will log in to the administrator internet interface and also safe OTRS. Conclusion In this tutorial, you set up OTRS and developed examination aid desk tickets. Now you can accept and also

      refine requests from your users making use of both the internet user interface and e-mail. You can discover more concerning OTRS by checking out the OTRS Admin Manual. If you intend to find out more concerning exactly how to utilize MySQL, see our An Introduction to Queries in MySQL post, or check out DigitalOcean s Handled Data sources item.