Exactly how To Set Up an Assistance Desk System with OTRS on Ubuntu 18.04


OTRS, additionally called Open resource Ticket Demand System, is a help desk and also IT solution monitoring system. It gives a solitary factor of get in touch with for individuals, clients, IT workers, IT solutions, and also any kind of exterior organizations. The program is written in Perl, sustains a range of databases (MySQL, PostgreSQL, etc.), and can incorporate with LDAP directories.

In this tutorial, you will mount OTRS Community Edition on an Ubuntu 18.04 web server and also established a straightforward aid workdesk system, which will certainly allow you to receive as well as process requests from your customers utilizing both the web interface as well as email.


To complete this tutorial, you will require the following:

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

  • Apache and also MySQL installed on your Ubuntu web server. Comply with step 1 and 2 of this overview to configure these.

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

  • Both of the following DNS documents set up for your server. You can follow this intro to DigitalOcean DNS for details on exactly how to add them.you can find more here https://freewindows10download.com/soft/helpdeskz from Our Articles

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

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

  • ( Optional) A specialized Gmail account with IMAP access made it possible for, 2-step verification, and an Application password generated with the Various other (Custom name) option. When you produce the Application password, compose it down so that you can use it in Step 5. You will utilize Gmail to set up inbound mail ticket creation in OTRS, with Gmail as your IMAPS mailbox. This is just one approach of setting up incoming mail for OTRS; if you would love to discover various other options, take a look at the OTRS documentation.

Warning: Do not utilize any one of your own active Gmail accounts to set up inbound mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all emails in the Gmail account are deleted. Due to this, it is a better option to produce a brand-new Gmail account to make use of specifically for OTRS.

Step 1 —– Setting Up the OTRS Bundle as well as Perl Modules

In this step, you will certainly install OTRS as well as a set of Perl modules that will raise the system’ s functionality

. OTRS is readily available in Ubuntu’ s plan supervisor, but the official documentation recommends installing OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy Then download the resource archive with the wget command. For this tutorial, you will download and install version 6.0.19; you can discover the latest available variation on the OTRS download and install web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Duplicate Next , unload the compressed
    • file 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 Replicate

    Since OTRS is written in Perl, it uses a number of Perl modules. Examine

    • for missing components by using the CheckModules.pl script

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy You ll see outcome such as this, listing which modules you already have actually downloaded and which you are missing out on:

      • Some components are only needed for optional functionality,


        as communication with various other data sources or managing mail with particular character collections; others are necessary for the program to function

        . Although the recommended commands to download these modules utilize apt-get, this tutorial will certainly set up the missing components with the appropriate command, which is the recommended ideal method for Ubuntu 18.04.

        Do not hesitate to go through these components manually, or make use of the complying with command:$ sudo proper 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 modules, rerun the script to make sure that all the called for modules have
        been mounted: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate Your output will certainly 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) Since you have

        OTRS as well as its

        dependences set up on your server, you can configure OTRS to make use of Apache and MySQL. Action 2– Setting Up OTRS, Apache, and also MySQL server In this step, you will certainly develop a system user for OTRS, and afterwards configure Apache and also MySQL server to collaborate with OTRS. Create an individual named otrs to run OTRS functions with the useradd command: sudo useradd

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

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

        webserver team: sudo usermod- G www-data otrs Replicate OTRS includes a default config file/ opt/otrs/Kernel/ Config.pm.dist. Trigger this by copying it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ Config.pm.dist/ opt/otrs/Kernel/ Config.pm Replicate Currently, browse

      to the/ opt/otrs directory site: cd/ opt/otrs Duplicate From here, run the otrs.SetPermissions.pl script. It will find the 'right customer and also team settings and also established the file and directory site consents for OTRS. sudo bin/otrs. SetPermissions.pl Copy This

    • will certainly produce the list below result:

    Result Setting approvals on/ opt/otrs The right consents are currently set. Next off, turn on the apache2 configuration data and ensure it is packed after all various other setups. To

  • do this, make a symbolic link with the zzz _ prefix: sudo ln- s/ opt/otrs/scripts/ apache2-httpd. include.conf/ etc/apache2/sites-enabled/ zzz_otrs. conf Replicate OTRS needs
  • a couple of Apache modules

to be

active for optimum procedure. You can activate them by means of the tool a2enmod. Although a few of these have currently been enabled, it is an excellent idea to check them all: sudo a2enmod

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

    control HTTP

    headers, compress server outcome, as well as set up output material filters.

    Reboot your web server to use new setups: sudo systemctl restart apache2 Copy Prior to you go to the next step and also run the web installer, transform some of the MySQL configuration settings.

  • Open up the MySQL arrangement documents in your recommended text editor. This tutorial uses nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Duplicate Seek the following options under the [mysqld] area. For max_allowed_packet as well as query_cache_size, change the values 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 replaces

the start-up

manuscript and checks MyISAM tables if required # the initial time they are touched myisam-recover-options= BACKUP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Query Cache Setup # query_cache_limit= 1M

  • query_cache_size= 32M … Duplicate This changes the

    maximum permitted packet dimension and the inquiry cache dimension so that MySQL can user interface with OTRS. Then add the following highlighted added alternatives 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Duplicate This establishes the database logfile dimension, figures out the character set and also collation

      , and also develops an init_connect string to set the

      character set upon starting the MySQL web server.
      Conserve and shut mysqld.cnf by pushing CTRL+ X, followed by Y and afterwards ENTER. After that, reboot your MySQL
      web server to use the new parameters:
      sudo systemctl restart mysql.service Copy Now that you have produced the otrs individual as well as set up
      Apache and also MySQL to deal with OTRS
      , you prepare to use the internet installer. Step 3-- Using the Web Installer In this action, you will certainly set up OTRS

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

      workplaces. Click Next. The next screen will certainly have the
      permit for OTRS, which is the GNU Public License common to open up resource programs. Approve by clicking Accept permit as well as proceed'after analysis.
      On the following screen, you will be triggered

      to choose

      a database type. The defaults( MySQL as well as Create a new database for OTRS) are great for your setup, so click Alongside continue. On the following screen, get in the MySQL credentials

      that you set up throughout the MySQL web server installation. Use root for the Customer field, then go into the password you produced. Leave the default host value. Click Examine data source settings to see to it it

      • works. The installer will certainly produce credentials

      for the brand-new

      data source. There is no requirement to bear in mind this generated password. Click Alongside continue. The data source will certainly be developed and you will see the effective result: Click Next. Next off —, give the adhering to needed

      system setups: System FQDN: A fully certified domain name. Replace example.com with your own domain. AdminEmail: The email address of your system administrator. Emails concerning errors with OTRS will go right here. Organization: Your company s name. Leave all various other choices at their default worths: Click Next. Now you will arrive on the Mail Setup web page. In order to be able to send out and receive emails, you have to configure a mail account. This tutorial will care for this later on symphonious 5, so click Avoid this action. The OTRS setup is currently complete; you will certainly see a Completed page with a link to the admin panel after Start web page, as well as the credentials

      of the OTRS incredibly customer after that. Ensure you make a note of the created password for the root@localhost user and the LINK for the Begin page. The only thing left after a successful installation is to start the OTRS daemon and also trigger its cronjob. Bring up the incurable you are making use of to access your Ubuntu 18.04 server. The OTRS daemon is in charge of taking care of any asynchronous and also repeating jobs in OTRS.

      Start it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Replicate You will certainly see the list below outcome: Output Manage the OTRS daemon process. Daemon started There are

      two default cron data in the/ opt/otrs/var/ cron/ directory site. Relocate into this directory. cd/ opt/otrs/var/ cron

      Duplicate These cron data are

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

      • by replicating 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 jobs, utilize the manuscript Cron.sh with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh beginning" Duplicate You have actually currently’mounted OTRS

      with the internet installer and also set up its link

      to the MySQL

      data source. You additionally began the OTRS daemon on your web server. Next off, you will log in to the administrator web interface as well as secure OTRS. Conclusion In this tutorial, you established OTRS and created test help workdesk tickets. Currently you can accept and

      process requests from your individuals utilizing both the internet user interface and email. You can discover more about OTRS by reading the OTRS Admin Guidebook. If you intend to read more regarding just how to make use of MySQL, see our An Introduction to Queries in MySQL post, or explore DigitalOcean s Took care of Databases product.