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


OTRS, also called Open source Ticket Request System, is a help workdesk as well as IT service management system. It provides a solitary factor of get in touch with for individuals, clients, IT personnel, IT solutions, and also any type of outside organizations. The program is written in Perl, sustains a selection of data sources (MySQL, PostgreSQL, and so on), and also can incorporate with LDAP directory sites.

In this tutorial, you will certainly mount OTRS Neighborhood Version on an Ubuntu 18.04 web server and established a basic aid workdesk system, which will permit you to obtain and also refine demands from your clients using both the web user interface and also email.


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

  • An Ubuntu 18.04 web server established by following our First Web Server Setup Overview for Ubuntu 18.04, consisting of a non-root individual with sudo opportunities as well as a firewall software configured with ufw.

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

  • A completely registered domain. This tutorial will make use of throughout. You can acquire a domain name on Namecheap, get one for free on Freenom, or make use of the domain registrar of your choice.

  • Both of the adhering to DNS records set up for your server. You can follow this intro to DigitalOcean DNS for details on just how to add them.Read about At website

    • An A document with pointing to your web server’ s public IP
    • address. An A record with indicating your server’ s public IP
  • address. A TLS/SSL certificate installed on your Ubuntu 18.04 server for your domain name. You can comply with the Let’ s Encrypt on Ubuntu 18.04 overview to acquire a cost-free TLS/SSL certificate.

  • Postfix mail transfer agent established by following our guide Just how To Set Up and also Configure Postfix on Ubuntu 18.04.

  • ( Optional) A committed Gmail account with IMAP gain access to enabled, 2-step confirmation, as well as an Application password generated with the Various other (Custom-made name) option. When you create the App password, write it down so that you can utilize it symphonious 5. You will utilize Gmail to set up incoming mail ticket development in OTRS, with Gmail as your IMAPS mail box. This is simply one technique of configuring incoming mail for OTRS; if you want to discover various other choices, have a look at the OTRS documents.

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

Step 1 —– Mounting the OTRS Plan and Perl Modules

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

. OTRS is offered in Ubuntu’ s bundle supervisor, however the official documentation recommends setting up OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Replicate After that download and install the resource archive with the wget command. For this tutorial, you will download variation 6.0.19; you can locate the current available version on the OTRS download and install web page. wget Replicate Next , unpack the compressed
    • documents with tar: tar xzf otrs-6.0.19. tar.gz


    Relocate the components of the archive right into the/ opt/otrs

  • directory: sudo mv otrs-6.0.19/ opt/otrs Replicate

    Since OTRS is written in Perl, it utilizes a variety of Perl modules. Inspect

    • for missing modules by using the script

      consisted of with OTRS: sudo/ opt/otrs/bin/ Duplicate You ll see result similar to this, listing which components you currently have actually downloaded and install and which you are missing:

      • Some modules are just needed for optional capability,


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

        . Although the recommended commands to download and install these components utilize apt-get, this tutorial will set up the missing components with the apt command, which is the suggested best technique for Ubuntu 18.04.

        Feel free to go through these components manually, or use the following 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 modules, rerun the manuscript to see to it that all the needed components have
        been mounted: sudo/ opt/otrs/bin/ Duplicate Your result will certainly now show all the mounted modules: 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 also its

        dependences installed on your server, you can set up OTRS to make use of Apache and also MySQL. Action 2– Configuring OTRS, Apache, and also MySQL web server In this step, you will create a system user for OTRS, and after that configure Apache and MySQL server to collaborate with OTRS. Develop a customer named otrs to run OTRS functions with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS customer ‘ otrs Duplicate- d sets the individual s house directory site as/ opt/otrs, and -c establishes

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

        webserver team: sudo usermod- G www-data otrs Copy OTRS comes with a default config documents/ opt/otrs/Kernel/ Activate this by duplicating it without the. dist filename extension: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Duplicate Currently, navigate

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

    • will certainly yield the list below output:

    Result Establishing approvals on/ opt/otrs The right permissions are currently established. Next off, trigger the apache2 setup file and make sure it is packed besides 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 Copy OTRS calls for
  • a few Apache components

to be

energetic for optimum operation. You can trigger them using the tool a2enmod. Although some of these have already been enabled, it is a great idea to check them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Duplicate These modules allow Apache to collaborate with Perl,

    control HTTP

    headers, compress web server output, and also configure output web content filters.

    Reboot your internet server to apply brand-new setups: sudo systemctl reboot apache2 Copy Before you go to the next action and run the internet installer, alter some of the MySQL arrangement setups.

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

    conf.d/ mysqld.cnf Copy Seek the complying with alternatives under the [mysqld] area. For max_allowed_packet as well as query_cache_size, change the worths to 64M and also 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 startup

script and also checks MyISAM tables if required # the very first time they are touched myisam-recover-options= BACK-UP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Question Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Copy This adjusts the

    maximum permitted packet dimension and the inquiry cache size so that MySQL can user interface with OTRS. After that add the following highlighted additional 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Replicate This sets the data source logfile dimension, identifies the personality collection and collation

      , as well as creates an init_connect string to set the

      character set upon starting the MySQL server.
      Save and also shut mysqld.cnf by pushing CTRL+ X, adhered to by Y and then ENTER. After that, reactivate your MySQL
      server to apply the brand-new parameters:
      sudo systemctl reactivate mysql.service Duplicate Since you have developed the otrs user as well as set up
      Apache as well as MySQL to collaborate with OTRS
      , you are ready to use the web installer. Step 3-- Using the Internet Installer In this action, you will certainly configure OTRS

      s data source settings in a web internet browser as well as start the OTRS daemon procedure on the command line. Open in your favorite web internet browser, changing with your domain name. You will discover a welcome display with the message Invite to OTRS 6 as well as info about the OTRS

      offices. Click Next. The next display will have the
      permit for OTRS, which is the GNU General Public Permit usual to open source programs. Approve by clicking Accept permit and continue'after analysis.
      On the next screen, you will be prompted

      to pick

      a data source type. The defaults( MySQL and Create a new data source for OTRS) are fine for your configuration, so click Beside proceed. On the following screen, get in the MySQL credentials

      that you established during the MySQL web server setup. Usage favor the Customer field, after that get in the password you produced. Leave the default host value. Click Check data source settings to see to it it

      • works. The installer will certainly create qualifications

      for the brand-new

      database. There is no requirement to keep in mind this produced password. Click Next to proceed. The data source will be created and also you will see the successful result: Click Next. Next —, provide the adhering to required

      system settings: System FQDN: A totally qualified domain name. Replace with your very own domain. AdminEmail: The e-mail address of your system administrator. Emails concerning errors with OTRS will certainly go below. Organization: Your company s name. Leave all other options at their default worths: Click Next. Currently you will certainly arrive at the Mail Arrangement page. In order to be able to send as well as obtain emails, you have to set up a mail account. This tutorial will certainly care for this later on in Step 5, so click Avoid this action. The OTRS installation is now total; you will see a Finished web page with a web link to the admin panel after Begin page, as well as the credentials

      of the OTRS super user afterwards. Make certain you write down the produced password for the root@localhost user and the LINK for the Beginning page. The only thing left after a successful installation is to start the OTRS daemon as well as trigger its cronjob. Bring up the incurable you are utilizing to access your Ubuntu 18.04 web server. The OTRS daemon is responsible for taking care of any type of asynchronous as well as persisting tasks in OTRS.

      Begin it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ start" Duplicate You will see the list below result: Outcome Take care of the OTRS daemon process. Daemon began There are

      two 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

      utilized to make sure 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 schedule these cron work, use the manuscript with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ beginning" Replicate You have actually currently’set up OTRS

      with the internet installer and established its connection

      to the MySQL

      data source. You also began the OTRS daemon on your web server. Next off, you will certainly log in to the administrator internet user interface as well as protected OTRS. Conclusion In this tutorial, you set up OTRS as well as developed test aid workdesk tickets. Now you can accept and also

      process requests from your customers using both the web interface and email. You can discover more concerning OTRS by reading the OTRS Admin Manual. If you intend to read more regarding how to make use of MySQL, see our An Introduction to Queries in MySQL post, or explore DigitalOcean s Took care of Databases product.

      Datum: 18-11-2020