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

FoodLeave a Comment


OTRS, additionally referred to as Open resource Ticket Demand System, is a help workdesk as well as IT service management system. It offers a solitary factor of get in touch with for customers, clients, IT employees, IT solutions, and any kind of external companies. The program is written in Perl, sustains a range of data sources (MySQL, PostgreSQL, etc.), and also can integrate with LDAP directory sites.

In this tutorial, you will certainly install OTRS Neighborhood Edition on an Ubuntu 18.04 server and also established a straightforward help workdesk system, which will allow you to get and also process demands from your clients utilizing both the web user interface as well as e-mail.


To complete this tutorial, you will need the following:

  • An Ubuntu 18.04 web server set up by following our First Server Setup Overview for Ubuntu 18.04, including a non-root user with sudo benefits as well as a firewall set up with ufw.

  • Apache and MySQL installed on your Ubuntu server. Comply with action 1 as well as 2 of this overview to configure these.

  • A completely registered domain name. This tutorial will certainly use example.com throughout. You can purchase a domain on Namecheap, get one totally free on Freenom, or make use of the domain registrar of your selection.

  • Both of the following DNS records established for your server. You can comply with this introduction to DigitalOcean DNS for details on just how to add them.Join Us https://freewindows10download.com/soft/helpdeskz website

    • An A document with example.com pointing to your web 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 set up on your Ubuntu 18.04 web server for your domain name. You can follow the Let’ s Encrypt on Ubuntu 18.04 guide to acquire a totally free TLS/SSL certification.

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

  • ( Optional) A specialized Gmail account with IMAP accessibility enabled, 2-step confirmation, and also an App password generated with the Other (Custom-made name) alternative. When you generate the Application password, compose it down to make sure that you can utilize it in Step 5. You will certainly make use of Gmail to configure incoming mail ticket development in OTRS, with Gmail as your IMAPS mail box. This is just one technique of setting up incoming mail for OTRS; if you would love to explore various other alternatives, take a look at the OTRS documentation.

Caution: Do not make use of any of your own active Gmail accounts to configure incoming mail for OTRS. When imap.gmail.com forwards emails to OTRS, all emails in the Gmail account are erased. Because of this, it is a better alternative to produce a new Gmail account to make use of especially for OTRS.

Action 1 —– Mounting the OTRS Plan as well as Perl Modules

In this action, you will certainly install OTRS as well as a set of Perl components that will certainly raise the system’ s performance

. OTRS is readily available in Ubuntu’ s plan manager, but the main documents recommends mounting OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy Then download and install the resource archive with the wget command. For this tutorial, you will download version 6.0.19; you can find the most recent offered variation on the OTRS download and install web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Copy 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: sudo mv otrs-6.0.19/ opt/otrs Duplicate

    Due to the fact that OTRS is written in Perl, it makes use of a variety of Perl modules. Check

    • for missing modules by using the CheckModules.pl script

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate You ll see result such as this, listing which modules you currently have downloaded and also which you are missing:

      • Some components are only required for optional capability,


        as interaction with other data sources or handling mail with details character collections; others are necessary for the program to work

        . Although the recommended commands to download these modules use apt-get, this tutorial will install the missing 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 make use of the adhering to command:$ sudo appropriate mount 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 script to see to it that all the called for modules have
        been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your result 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

        dependencies set up on your server, you can configure OTRS to use Apache and MySQL. Action 2– Setting Up OTRS, Apache, as well as MySQL server In this step, you will develop a system user for OTRS, and then set up Apache and also MySQL server to work with OTRS. Produce an individual named otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS user ‘ otrs Copy- d sets the individual s residence directory as/ opt/otrs, as well as -c establishes

        the ‘ OTRS customer ‘ remark to describe the individual. Next off, include otrs to the

        webserver group: sudo usermod- G www-data otrs Duplicate OTRS features a default config data/ opt/otrs/Kernel/ Config.pm.dist. Trigger this by duplicating 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: cd/ opt/otrs Replicate From here, run the otrs.SetPermissions.pl manuscript. It will find the 'correct user and also group settings and also established the file and also directory authorizations for OTRS. sudo bin/otrs. SetPermissions.pl Replicate This

    • will certainly yield the list below result:

    Result Setting permissions on/ opt/otrs The right authorizations are now established. Next off, turn on the apache2 setup documents and see to it is filled after all other arrangements. 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 needs
  • a few Apache modules

to be

active for ideal operation. You can activate them via the device a2enmod. Although several of these have already been made it possible for, it is an excellent concept to examine them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Duplicate These modules make it possible for Apache to work with Perl,

    control HTTP

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

    Reactivate your web server to apply new configurations: sudo systemctl reactivate apache2 Replicate Prior to you most likely to the next step and run the web installer, transform several of the MySQL setup 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 Try to find the complying with options under the [mysqld] section. For max_allowed_packet and also query_cache_size, transform 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

manuscript as well as checks MyISAM tables if needed # 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 permitted packet size and the question cache size to make sure that MySQL can interface with OTRS. Then include the adhering to highlighted extra 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Copy This establishes the database logfile size, figures out the personality set as well as relation

      , as well as creates an init_connect string to set the

      personality set upon starting the MySQL web server.
      Save as well as shut mysqld.cnf by pushing CTRL+ X, followed by Y and then ENTER. Then, restart your MySQL
      web server to apply the new criteria:
      sudo systemctl reactivate mysql.service Replicate Now that you have produced the otrs customer as well as set up
      Apache and also MySQL to work with OTRS
      , you prepare to utilize the internet installer. Step 3-- Making Use Of the Web Installer In this step, you will certainly set up OTRS

      s database setups in an internet browser as well as begin the OTRS daemon procedure on the command line. Open https://example.com/otrs/installer.pl in your favorite web internet browser, changing example.com with your domain name. You will find a welcome screen with the message Invite to OTRS 6 and also details concerning the OTRS

      workplaces. Click Next. The following display will certainly have the
      license for OTRS, which is the GNU General Public Certificate common to open up resource programs. Accept by clicking Accept permit as well as proceed'after reading.
      On the following screen, you will certainly be motivated

      to select

      a database kind. The defaults( MySQL as well as Produce a new database for OTRS) are fine for your setup, so click Beside proceed. On the next display, enter the MySQL qualifications

      that you set up throughout the MySQL web server installation. Use root for the Individual field, after that get in the password you developed. Leave the default host value. Click Examine data source settings to ensure it

      • functions. The installer will certainly create qualifications

      for the brand-new

      database. There is no need to bear in mind this produced password. Click Beside proceed. The database will be produced as well as you will see the effective result: Click Next. Next —, supply the following required

      system settings: System FQDN: A totally qualified domain name. Replace example.com with your very own domain name. AdminEmail: The e-mail address of your system manager. Emails concerning errors with OTRS will go right here. Organization: Your organization s name. Leave all various other choices at their default worths: Click Next. Currently you will arrive on the Mail Arrangement web page. In order to be able to send as well as receive emails, you have to set up a mail account. This tutorial will certainly care for this later on symphonious 5, so click Miss this step. The OTRS setup is now complete; you will see a Finished page with a web link to the admin panel after Begin page, and the qualifications

      of the OTRS very customer after that. Make certain you jot down the generated password for the root@localhost user as well as the LINK for the Start page. The only point left after an effective installation is to start the OTRS daemon and activate its cronjob. Bring up the terminal you are using to access your Ubuntu 18.04 server. The OTRS daemon is responsible for dealing with any asynchronous and reoccuring jobs in OTRS.

      Beginning it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Duplicate You will see the following outcome: Output Manage the OTRS daemon procedure. Daemon began There are

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

      Duplicate These cron files are

      made use of to make sure that the OTRS daemon is running. Activate them

      • by copying them without the. dist filename expansion. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Replicate To set up these cron work, use the manuscript Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh start" Replicate You have actually currently’set up OTRS

      with the internet installer as well as set up its link

      to the MySQL

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

      refine demands from your individuals utilizing both the web user interface and also email. You can discover more regarding OTRS by reading the OTRS Admin Handbook. If you wish to learn more about how to utilize MySQL, see our An Intro to Queries in MySQL article, or discover DigitalOcean s Took care of Databases item.

Leave a Reply

Your email address will not be published. Required fields are marked *