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OTRS, likewise referred to as Open resource Ticket Demand System, is an assistance desk and IT service administration system. It supplies a solitary factor of call for customers, consumers, IT personnel, IT solutions, and any type of exterior organizations. The program is written in Perl, sustains a variety of data sources (MySQL, PostgreSQL, etc.), and also can incorporate with LDAP directories.

In this tutorial, you will set up OTRS Neighborhood Version on an Ubuntu 18.04 web server and set up a basic help desk system, which will certainly allow you to get and also refine demands from your consumers utilizing both the internet user interface as well as e-mail.


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

  • An Ubuntu 18.04 web server set up by following our Initial Web Server Setup Guide for Ubuntu 18.04, consisting of a non-root customer with sudo privileges and also a firewall software set up with ufw.

  • Apache and MySQL set up on your Ubuntu web server. Adhere to action 1 and 2 of this guide to set up these.

  • A fully registered domain. This tutorial will certainly use throughout. You can purchase a domain name on Namecheap, get one free of charge on Freenom, or utilize the domain registrar of your option.

  • Both of the complying with DNS records set up for your server. You can follow this introduction to DigitalOcean DNS for details on just how to include link HelpDeskZ Download website

    • An A document with pointing to your server’ s public IP
    • address. An A document with 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 Secure on Ubuntu 18.04 overview to get a free TLS/SSL certificate.

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

  • ( Optional) A devoted Gmail account with IMAP access enabled, 2-step verification, and an App password created with the Various other (Custom-made name) alternative. When you create the App password, create it down to ensure that you can utilize it in Step 5. You will certainly make use of Gmail to set up inbound mail ticket creation in OTRS, with Gmail as your IMAPS mail box. This is just one approach of configuring inbound mail for OTRS; if you want to check out other alternatives, take a look at the OTRS paperwork.

Warning: Do not use any of your own active Gmail accounts to configure inbound mail for OTRS. When forwards emails to OTRS, all emails in the Gmail account are deleted. As a result of this, it is a far better option to develop a new Gmail account to use specifically for OTRS.

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

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

. OTRS is available in Ubuntu’ s package manager, however the official documentation suggests setting up OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate Then download the resource archive with the wget command. For this tutorial, you will certainly download variation 6.0.19; you can find the most recent available version on the OTRS download and install web page. wget Duplicate Next , unload the compressed
    • file with tar: tar xzf otrs-6.0.19. tar.gz


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

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

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

    • for missing out on modules by using the manuscript

      included with OTRS: sudo/ opt/otrs/bin/ Replicate You ll see outcome like this, detailing which components you already have actually downloaded and also which you are missing:

      • Some components are just required for optional performance,


        as communication with other databases or handling mail with certain personality collections; others are essential for the program to work

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

        Feel free to experience these modules 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 setting up these components, rerun the script to make sure that all the required components have actually
        been installed: sudo/ opt/otrs/bin/ Replicate Your output will certainly currently 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) Now that you have

        OTRS and its

        reliances set up on your web server, you can set up OTRS to make use of Apache as well as MySQL. Action 2– Configuring OTRS, Apache, and MySQL server In this action, you will develop a system individual for OTRS, and afterwards configure Apache and MySQL web server to collaborate with OTRS. Produce a customer called otrs to run OTRS functions with the useradd command: sudo useradd

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

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

        webserver team: sudo usermod- G www-data otrs Copy OTRS includes 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 Currently, browse

      to the/ opt/otrs directory: cd/ opt/otrs Copy From here, run the script. It will certainly find the 'right individual and team setups and set the data and directory consents for OTRS. sudo bin/otrs. Copy This

    • will certainly generate the list below output:

    Result Establishing consents on/ opt/otrs The appropriate authorizations are now established. Next off, trigger the apache2 arrangement data and also ensure it is packed after all 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 Duplicate OTRS requires
  • a couple of Apache components

to be

active for optimum operation. You can activate them using the device a2enmod. Although some of these have actually currently been enabled, it is an excellent idea to examine them all: sudo a2enmod

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

    control HTTP

    headers, compress web server output, as well as configure result material filters.

    Reactivate your web server to use new arrangements: sudo systemctl reboot apache2 Copy Before you go to the following step and run the internet installer, change several of the MySQL setup setups.

  • Open the MySQL arrangement documents in your preferred full-screen editor. This tutorial uses nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Replicate Try to find the following alternatives under the [mysqld] section. For max_allowed_packet as well as query_cache_size, transform the values 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 replaces

the startup

script as well as checks MyISAM tables if needed # the very first time they are touched myisam-recover-options= BACKUP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Inquiry Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This adjusts the

    maximum enabled package size and the question cache dimension so that MySQL can interface with OTRS. After that add the complying with highlighted added options 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 Replicate This establishes the database logfile size, figures out the character collection as well as collation

      , and produces an init_connect string to establish the

      character set upon starting the MySQL web server.
      Save and also close mysqld.cnf by pressing CTRL+ X, adhered to by Y and then ENTER. After that, restart your MySQL
      web server to use the brand-new parameters:
      sudo systemctl reactivate mysql.service Replicate Since you have actually created the otrs individual as well as configured
      Apache and also MySQL to deal with OTRS
      , you are ready to use the web installer. Action 3-- Making Use Of the Internet Installer In this action, you will certainly set up OTRS

      s database setups in an internet browser and begin the OTRS daemon procedure on the command line. Open in your preferred internet browser, changing with your domain name. You will locate a welcome screen with the message Welcome to OTRS 6 and also details concerning the OTRS

      workplaces. Click Next. The next screen will have the
      certificate for OTRS, which is the GNU General Public Permit common to open up resource programs. Approve by clicking Accept license and also proceed'after reading.
      On the next screen, you will be prompted

      to choose

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

      that you established during the MySQL web server setup. Usage root for the Individual field, then go into the password you created. Leave the default host value. Click Check data source settings to see to it it

      • functions. The installer will generate qualifications

      for the brand-new

      data source. There is no requirement to keep in mind this created password. Click Beside proceed. The data source will certainly be created as well as you will certainly see the successful result: Click Following. Next —, offer the complying with necessary

      system settings: System FQDN: A completely qualified domain. Change with your own domain name. AdminEmail: The e-mail address of your system administrator. Emails concerning errors with OTRS will certainly go below. Company: Your organization s name. Leave all other options at their default values: Click Next. Now you will certainly come down on the Mail Arrangement web page. In order to have the ability to send and get emails, you have to configure a mail account. This tutorial will care for this later on in Step 5, so click Avoid this step. The OTRS setup is now total; you will certainly see a Completed page with a link to the admin panel after Begin page, as well as the qualifications

      of the OTRS incredibly user after that. Make certain you list the produced password for the root@localhost user and also the LINK for the Start page. The only point left after an effective installation is to start the OTRS daemon and also activate its cronjob. Bring up the terminal you are using to access your Ubuntu 18.04 server. The OTRS daemon is accountable for taking care of any asynchronous and repeating tasks in OTRS.

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

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

      Copy These cron data are

      used to ensure that the OTRS daemon is running. Activate them

      • by duplicating them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Replicate To arrange these cron jobs, make use of the manuscript with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ beginning" Copy You have currently’set up OTRS

      with the internet installer as well as established 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 as well as secure OTRS. Final thought In this tutorial, you set up OTRS and also produced examination aid workdesk tickets. Now you can approve and also

      refine requests from your customers making use of both the internet interface and also e-mail. You can find out more about OTRS by reading the OTRS Admin Manual. If you intend to find out more about how to use MySQL, see our An Introduction to Queries in MySQL write-up, or discover DigitalOcean s Handled Data sources item.