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How To Set Up a Help Desk System with OTRS on Ubuntu 18.04


OTRS, additionally referred to as Open resource Ticket Request System, is a help workdesk and IT service monitoring system. It gives a solitary point of contact for users, clients, IT employees, IT solutions, and also any external organizations. The program is written in Perl, supports a range of databases (MySQL, PostgreSQL, and so on), and can incorporate with LDAP directories.

In this tutorial, you will install OTRS Community Edition on an Ubuntu 18.04 server and established a simple help desk system, which will certainly enable you to obtain and also process requests from your consumers using both the internet user interface and also email.


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

  • An Ubuntu 18.04 server set up by following our First Server Configuration Guide for Ubuntu 18.04, including a non-root individual with sudo advantages as well as a firewall software set up with ufw.

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

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

  • Both of the adhering to DNS documents set up for your server. You can follow this intro to DigitalOcean DNS for details on exactly how to include them.Read more At website Articles

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

  • Postfix mail transfer representative established by following our tutorial Exactly how To Mount as well as Configure Postfix on Ubuntu 18.04.

  • ( Optional) A committed Gmail account with IMAP gain access to allowed, 2-step confirmation, as well as an Application password produced with the Other (Custom-made name) option. When you produce the App password, write it down to make sure that you can utilize it in Step 5. You will make use of Gmail to configure 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 want to explore other choices, look into the OTRS documentation.

Warning: Do not use any one of your very own active Gmail accounts to configure incoming 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 use particularly for OTRS.

Action 1 —– Mounting the OTRS Bundle and Perl Modules

In this action, you will mount OTRS as well as a set of Perl modules that will certainly boost the system’ s capability

. OTRS is readily available in Ubuntu’ s bundle supervisor, however the main documentation recommends mounting OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy Then download the resource archive with the wget command. For this tutorial, you will download and install variation 6.0.19; you can find the latest available variation on the OTRS download and install web page. wget Replicate Next off , unbox the compressed
    • file with tar: tar xzf otrs-6.0.19. tar.gz


    Move the components of the archive into the/ opt/otrs

  • directory site: 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 out on modules by utilizing the script

      included with OTRS: sudo/ opt/otrs/bin/ Replicate You ll see output similar to this, providing which components you currently have actually downloaded and install and also which you are missing out on:

      • Some modules are just needed for optional capability,


        as communication with various other databases or taking care of mail with specific personality sets; others are needed for the program to function

        . Although the recommended commands to download and install these components make use of apt-get, this tutorial will certainly install the missing components with the suitable command, which is the suggested best practice for Ubuntu 18.04.

        Do not hesitate to experience these components by hand, or utilize the adhering to command:$ sudo appropriate 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 components, rerun the manuscript to ensure that all the called for components have
        been installed: sudo/ opt/otrs/bin/ Replicate Your result will now show all the mounted 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

        reliances set up on your server, you can set up OTRS to use Apache and also MySQL. Step 2– Configuring OTRS, Apache, as well as MySQL web server In this step, you will develop a system individual for OTRS, and after that set up Apache as well as MySQL server to collaborate with OTRS. Produce a customer 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 residence directory site as/ opt/otrs, and -c establishes

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

        webserver group: sudo usermod- G www-data otrs Copy OTRS features a default config data/ opt/otrs/Kernel/ Activate this by replicating it without the. dist filename extension: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Duplicate Now, navigate

      to the/ opt/otrs directory: cd/ opt/otrs Copy From here, run the manuscript. It will discover the 'correct customer and also team settings and established the documents and directory site permissions for OTRS. sudo bin/otrs. Duplicate This

    • will certainly yield the following output:

    Output Setting authorizations on/ opt/otrs The right consents are currently established. Next off, trigger the apache2 configuration data and also make certain it is filled besides other configurations. 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 Duplicate OTRS calls for
  • a few Apache modules

to be

energetic for ideal operation. You can activate them through the tool a2enmod. Although some of these have currently 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 components enable Apache to collaborate with Perl,

    control HTTP

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

    Reactivate your web server to apply brand-new setups: sudo systemctl reboot apache2 Copy Prior to you most likely to the following action as well as run the internet installer, change a few of the MySQL arrangement setups.

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

    conf.d/ mysqld.cnf Replicate Search for the complying with alternatives under the [mysqld] area. For max_allowed_packet and also query_cache_size, transform 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 start-up

script and 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 Setup # query_cache_limit= 1M

  • query_cache_size= 32M … Copy This adjusts the

    optimum permitted packet size and also the question cache dimension to make sure that MySQL can user interface with OTRS. Then include the complying with highlighted extra 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 Duplicate This sets the data source logfile size, figures out the character set and also collation

      , as well as produces an init_connect string to establish the

      character set upon beginning the MySQL web server.
      Save as well as shut mysqld.cnf by pressing CTRL+ X, followed by Y and after that GET IN. After that, reboot your MySQL
      web server to apply the new criteria:
      sudo systemctl reactivate mysql.service Duplicate Now that you have actually developed the otrs user and configured
      Apache and also MySQL to deal with OTRS
      , you prepare to use the web installer. Step 3-- Making Use Of the Internet Installer In this step, you will configure OTRS

      s data source setups in a web browser as well as begin the OTRS daemon process on the command line. Open in your favored internet browser, replacing with your domain name. You will find a welcome display with the message Welcome to OTRS 6 and also information concerning the OTRS

      offices. Click Next. The following screen will have the
      permit for OTRS, which is the GNU Public Certificate usual to open up resource programs. Accept by clicking Accept certificate and continue'after reading.
      On the next display, you will certainly be prompted

      to select

      a database type. The defaults( MySQL and also Produce a new data source for OTRS) are fine for your setup, so click Next to continue. On the following screen, go into the MySQL credentials

      that you set up throughout the MySQL web server setup. Use favor the Individual area, then get in the password you produced. Leave the default host value. Click Examine data source setups to see to it it

      • works. The installer will generate qualifications

      for the brand-new

      database. There is no need to bear in mind this generated password. Click Beside continue. The data source will be produced and also you will certainly see the effective result: Click Following. Next —, give the following required

      system settings: System FQDN: A totally qualified domain. Change with your own domain. AdminEmail: The email address of your system manager. Emails regarding mistakes with OTRS will go below. Organization: Your organization s name. Leave all various other choices at their default worths: Click Next. Currently you will come down on the Mail Configuration web page. In order to be able to send as well as get emails, you need to set up a mail account. This tutorial will look after this later symphonious 5, so click Miss this step. The OTRS installation is currently complete; you will certainly see a Completed web page with a link to the admin panel after Begin page, as well as the credentials

      of the OTRS extremely individual after that. Ensure you make a note of the created password for the root@localhost user as well as the LINK for the Begin web 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 making use of to access your Ubuntu 18.04 server. The OTRS daemon is accountable for taking care of any asynchronous and repeating tasks in OTRS.

      Begin it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ beginning" Replicate You will see the following output: Result Handle the OTRS daemon process. Daemon began There are

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

      Copy These cron data are

      utilized to make certain that the OTRS daemon is running. Activate them

      • by duplicating them without the. dist filename expansion. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Duplicate To schedule these cron tasks, make use of the script with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ begin" Replicate You have actually currently’mounted OTRS

      with the web installer and set up its connection

      to the MySQL

      data source. You also began the OTRS daemon on your server. Next, you will certainly visit to the manager web user interface and also protected OTRS. Final thought In this tutorial, you set up OTRS and developed examination aid desk tickets. Currently you can accept as well as

      process demands from your customers using both the internet user interface and e-mail. You can discover more about OTRS by checking out the OTRS Admin Guidebook. If you want to find out more concerning how to utilize MySQL, see our An Introduction to Queries in MySQL short article, or explore DigitalOcean s Handled Databases product.

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