Just how To Set Up a Help Workdesk System with OTRS on Ubuntu 18.04

November 18, 2020 2:54 pm Published by Leave your thoughts


OTRS, also called Open resource Ticket Demand System, is an aid desk as well as IT solution management system. It offers a single factor of get in touch with for users, customers, IT employees, IT solutions, as well as any kind of external organizations. The program is written in Perl, supports a selection of data sources (MySQL, PostgreSQL, etc.), and can integrate with LDAP directories.

In this tutorial, you will certainly set up OTRS Area Edition on an Ubuntu 18.04 server and set up a straightforward aid desk system, which will allow you to obtain and also process requests from your customers making use of both the internet interface and also email.


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

  • An Ubuntu 18.04 server set up by following our First Web Server Arrangement Guide for Ubuntu 18.04, consisting of a non-root customer with sudo benefits and a firewall software configured with ufw.

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

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

  • Both of the adhering to DNS documents set up for your web server. You can adhere to this introduction to DigitalOcean DNS for details on how to include 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 certification installed on your Ubuntu 18.04 web server for your domain name. You can adhere to the Let’ s Encrypt on Ubuntu 18.04 overview to acquire a free TLS/SSL certification.

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

  • ( Optional) A specialized Gmail account with IMAP accessibility made it possible for, 2-step verification, and an Application password produced with the Other (Custom name) choice. When you produce the Application password, compose it down to ensure that you can use it in Step 5. You will certainly utilize Gmail to set up inbound mail ticket development in OTRS, with Gmail as your IMAPS mailbox. This is simply one technique of configuring incoming mail for OTRS; if you want to check out other options, look into the OTRS paperwork.

Warning: Do not utilize any of your own energetic Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all e-mails in the Gmail account are erased. As a result of this, it is a much better choice to produce a brand-new Gmail account to make use of specifically for OTRS.

Step 1 —– Setting Up the OTRS Package and Perl Modules

In this action, you will set up OTRS and also a set of Perl modules that will enhance the system’ s capability

. OTRS is offered in Ubuntu’ s plan supervisor, yet the main documentation recommends mounting OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy After that download the resource archive with the wget command. For this tutorial, you will download and install version 6.0.19; you can locate the current available version on the OTRS download and install page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Copy Next off , unpack the pressed
    • file 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 Duplicate

    Due to the fact that OTRS is written in Perl, it utilizes a number of Perl components. Examine

    • for missing components by using the CheckModules.pl manuscript

      consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy You ll see result like this, noting which modules you already have actually downloaded and install and which you are missing:

      • Some modules are just needed for optional performance,


        as communication with various other data sources or taking care of mail with certain personality collections; others are essential for the program to work

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

        Do not hesitate to undergo these components manually, or make use of the complying with command:$ sudo suitable 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 installing these modules, rerun the manuscript to ensure that all the required components have actually
        been mounted: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate Your result will now reveal all the installed modules: 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

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

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

        the ‘ OTRS individual ‘ remark to explain the individual. Next, add otrs to the

        webserver team: sudo usermod- G www-data otrs Copy OTRS comes with a default config documents/ 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, browse

      to the/ opt/otrs directory site: cd/ opt/otrs Duplicate From here, run the otrs.SetPermissions.pl manuscript. It will certainly find the 'appropriate individual and group settings and also set the data and directory consents for OTRS. sudo bin/otrs. SetPermissions.pl Replicate This

    • will generate the following result:

    Outcome Setting approvals on/ opt/otrs The proper permissions are currently set. Next off, trigger the apache2 setup data as well as see to it is loaded nevertheless various 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 Duplicate OTRS needs
  • a few Apache components

to be

energetic for ideal procedure. You can trigger them through the tool a2enmod. Although some of these have actually currently been enabled, it is a great suggestion to examine them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Replicate These components allow Apache to collaborate with Perl,

    control HTTP

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

    Reboot your web server to use brand-new configurations: sudo systemctl restart apache2 Copy Prior to you most likely to the next step and run the internet installer, transform some of the MySQL setup settings.

  • Open the MySQL setup data in your favored text 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] section. For max_allowed_packet as well as query_cache_size, transform the worths to 64M as well as 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 changes

the start-up

script and also 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 # # * Query Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This changes the

    maximum enabled package size as well as the question cache size so that MySQL can interface with OTRS. Then include the complying with highlighted additional options 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 Replicate This establishes the data source logfile dimension, establishes the personality set and relation

      , and produces an init_connect string to set the

      character set upon starting the MySQL server.
      Conserve and close mysqld.cnf by pushing CTRL+ X, complied with by Y and after that GET IN. Then, reactivate your MySQL
      server to apply the new specifications:
      sudo systemctl reboot mysql.service Replicate Since you have actually produced the otrs user and configured
      Apache and MySQL to work with OTRS
      , you prepare to utilize the web installer. Action 3-- Utilizing the Internet Installer In this step, you will certainly set up OTRS

      s database settings in a web browser and start the OTRS daemon procedure on the command line. Open https://example.com/otrs/installer.pl in your favored internet browser, replacing example.com with your domain. You will certainly discover a welcome display with the message Welcome to OTRS 6 and also details concerning the OTRS

      workplaces. Click Next. The following screen will certainly have the
      license for OTRS, which is the GNU Public Permit usual to open source programs. Approve by clicking Accept license and also proceed'after analysis.
      On the following display, you will be prompted

      to choose

      a data source kind. The defaults( MySQL and Produce a new database for OTRS) are fine for your configuration, so click Next to proceed. On the following screen, enter the MySQL credentials

      that you set up throughout the MySQL server installment. Use favor the Customer field, after that go into the password you developed. Leave the default host worth. Click Inspect data source settings to see to it it

      • functions. The installer will certainly produce qualifications

      for the new

      database. There is no need to remember this created password. Click Alongside proceed. The database will be created as well as you will certainly see the effective result: Click Next. Next —, provide the complying with required

      system settings: System FQDN: A completely qualified domain name. Change example.com with your own domain name. AdminEmail: The e-mail address of your system administrator. E-mails regarding mistakes with OTRS will go here. Company: Your company s name. Leave all other choices at their default worths: Click Following. Now you will come down on the Mail Setup page. In order to have the ability to send out and also get emails, you have to configure a mail account. This tutorial will certainly deal with this later symphonious 5, so click Miss this step. The OTRS setup is currently full; you will certainly see a Finished web page with a link to the admin panel after Begin page, and also the credentials

      of the OTRS very individual after that. Make certain you jot down the generated password for the root@localhost user as well as the LINK for the Begin page. The only thing left after an effective installment is to start the OTRS daemon and trigger its cronjob. Raise the incurable you are utilizing to access your Ubuntu 18.04 web server. The OTRS daemon is responsible for managing any asynchronous as well as recurring tasks in OTRS.

      Beginning it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Replicate You will see the list below output: Result Manage the OTRS daemon procedure. Daemon began There are

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

      Duplicate These cron documents are

      used to ensure 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 Duplicate To arrange these cron jobs, make use of the manuscript Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh beginning" Copy You have now’set up OTRS

      with the web installer as well as set up its connection

      to the MySQL

      data source. You likewise began the OTRS daemon on your web server. Next, you will certainly visit to the administrator internet user interface as well as safe and secure OTRS. Conclusion In this tutorial, you established OTRS and also developed test assistance workdesk tickets. Currently you can accept as well as

      process requests from your users utilizing both the web interface and e-mail. You can learn more concerning OTRS by reviewing the OTRS Admin Handbook. If you wish to find out more regarding how to use MySQL, see our An Intro to Queries in MySQL post, or check out DigitalOcean s Managed Databases product.

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      This post was written by amaranthum