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


OTRS, likewise called Open source Ticket Demand System, is an assistance workdesk as well as IT service management system. It provides a single point of contact for individuals, clients, IT personnel, IT solutions, and also any type of exterior organizations. The program is written in Perl, supports a range of data sources (MySQL, PostgreSQL, and so on), and also can integrate with LDAP directories.

In this tutorial, you will certainly install OTRS Community Version on an Ubuntu 18.04 server and also set up an easy assistance workdesk system, which will certainly permit you to get as well as process requests from your customers making use of both the internet user interface and also email.


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

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

  • Apache as well as MySQL mounted on your Ubuntu server. Adhere to step 1 as well as 2 of this overview to configure these.

  • A fully registered domain. This tutorial will utilize throughout. You can purchase a domain on Namecheap, obtain one free of cost on Freenom, or utilize the domain registrar of your option.

  • Both of the adhering to DNS documents set up for your web server. You can adhere to this introduction to DigitalOcean DNS for information on how to add them.More Here HelpDeskZ for Window At our site

    • An A record with indicating your web server’ s public IP
    • address. An A record with indicating your web server’ s public IP
  • address. A TLS/SSL certification mounted on your Ubuntu 18.04 server for your domain. You can adhere to the Let’ s Encrypt on Ubuntu 18.04 guide to acquire a complimentary TLS/SSL certificate.

  • Postfix mail transfer agent set up by following our guide How To Set Up as well as Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A committed Gmail account with IMAP access enabled, 2-step verification, and also an App password created with the Various other (Custom-made name) choice. When you produce the Application password, write it down to make sure that you can utilize it symphonious 5. You will certainly make use of Gmail to set up inbound mail ticket creation in OTRS, with Gmail as your IMAPS mailbox. This is simply one method of configuring incoming mail for OTRS; if you want to explore various other options, look into the OTRS documents.

Caution: 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 deleted. Due to this, it is a better alternative to produce a brand-new Gmail account to utilize specifically for OTRS.

Step 1 —– Installing the OTRS Bundle and Perl Modules

In this step, you will mount OTRS and a collection of Perl modules that will enhance the system’ s capability

. OTRS is available in Ubuntu’ s bundle supervisor, however the official documents recommends setting up OTRS from resource.

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

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


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

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

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

    • for missing out on components by using the manuscript

      consisted of with OTRS: sudo/ opt/otrs/bin/ Copy You ll see result like this, noting which modules you already have downloaded and install and which you are missing out on:

      • Some components are only needed for optional performance,


        as interaction with various other data sources or handling mail with details personality collections; others are needed for the program to function

        . Although the suggested commands to download and install these modules use apt-get, this tutorial will certainly install the missing modules with the apt command, which is the recommended ideal technique for Ubuntu 18.04.

        Feel free to experience these components by hand, or utilize the adhering to 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 installing these components, rerun the script to see to it that all the called for modules have actually
        been installed: sudo/ opt/otrs/bin/ Replicate Your output will currently show 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

        dependencies installed on your server, you can configure OTRS to make use of Apache as well as MySQL. Action 2– Setting Up OTRS, Apache, as well as MySQL web server In this action, you will certainly create a system customer for OTRS, and after that configure Apache and also MySQL server to work with OTRS. Produce an individual called otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‚ OTRS user ‚ otrs Copy- d establishes the user s home directory site as/ opt/otrs, and -c sets

        the ‚ OTRS user ‚ comment to define the individual. Next, include otrs to the

        webserver group: sudo usermod- G www-data otrs Duplicate OTRS comes with a default config data/ opt/otrs/Kernel/ Activate this by replicating it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Duplicate Currently, browse

      to the/ opt/otrs directory site: cd/ opt/otrs Copy From here, run the script. It will certainly detect the 'proper user as well as team setups and also established the data and directory authorizations for OTRS. sudo bin/otrs. Replicate This

    • will yield the following outcome:

    Result Setting permissions on/ opt/otrs The correct consents are now set. Next, trigger the apache2 setup data and also make certain it is loaded besides other arrangements. 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 Copy OTRS calls for
  • a couple of Apache modules

to be

active for optimum operation. You can activate them by means of the tool a2enmod. Although a few of these have already been allowed, it is an excellent concept to examine them all: sudo a2enmod

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

    control HTTP

    headers, press web server result, and set up result content filters.

    Reboot your web server to use new arrangements: sudo systemctl reboot apache2 Replicate Before you most likely to the following action and run the internet installer, transform some of the MySQL configuration setups.

  • Open the MySQL configuration data in your preferred full-screen editor. This tutorial utilizes nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Copy Search for the adhering to options under the [mysqld] section. For max_allowed_packet and query_cache_size, change the values to 64M and also 32M respectively, as highlighted in the adhering to 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 very first time they are touched myisam-recover-options= BACKUP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Inquiry Cache Arrangement # query_cache_limit= 1M

  • query_cache_size= 32M … Duplicate This changes the

    maximum allowed packet size as well as the query cache size to ensure that MySQL can user interface with OTRS. Then add the adhering to highlighted additional alternatives 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 = ‚ COLLECTION NAMES utf8 ‚. character-set-server= utf8 Copy This sets the database logfile dimension, identifies the character set as well as relation

      , and also develops an init_connect string to set the

      character set upon starting the MySQL web server.
      Conserve and also close mysqld.cnf by pushing CTRL+ X, adhered to by Y and after that ENTER. After that, reboot your MySQL
      web server to apply the brand-new criteria:
      sudo systemctl reboot mysql.service Copy Now that you have actually created the otrs individual as well as set up
      Apache and MySQL to work with OTRS
      , you are ready to utilize the internet installer. Action 3-- Making Use Of the Internet Installer In this step, you will configure OTRS

      s data source setups in a web browser and begin the OTRS daemon process on the command line. Open up in your preferred internet browser, changing with your domain name. You will discover a welcome screen with the message Invite to OTRS 6 and also information regarding the OTRS

      offices. Click Next. The following screen will certainly have the
      certificate for OTRS, which is the GNU General Public Certificate usual to open up resource programs. Approve by clicking Accept certificate as well as continue'after analysis.
      On the next display, you will certainly be triggered

      to choose

      a database kind. The defaults( MySQL and also Develop a new data source for OTRS) are great for your arrangement, so click Beside proceed. On the next display, go into the MySQL qualifications

      that you established during the MySQL web server setup. Usage root for the User area, after that go into the password you produced. Leave the default host value. Click Check data source setups to make sure it

      • works. The installer will certainly generate credentials

      for the new

      data source. There is no requirement to bear in mind this produced password. Click Alongside continue. The database will be created and also you will see the effective result: Click Following. Next —, give the following necessary

      system setups: System FQDN: A completely qualified domain. Replace with your very own domain name. AdminEmail: The e-mail address of your system administrator. Emails regarding errors with OTRS will go right here. Company: Your company s name. Leave all other alternatives at their default worths: Click Next. Currently you will arrive at the Mail Arrangement page. In order to have the ability to send as well as obtain e-mails, you need to set up a mail account. This tutorial will certainly deal with this later on in Step 5, so click Miss this step. The OTRS installment is now complete; you will see a Finished web page with a link to the admin panel after Beginning page, and the qualifications

      of the OTRS incredibly individual after that. Make certain you write down the generated password for the root@localhost user and the LINK for the Begin web page. The only point left after a successful installment is to begin the OTRS daemon and trigger its cronjob. Bring up the terminal you are making use of to access your Ubuntu 18.04 web server. The OTRS daemon is responsible for handling any asynchronous and persisting tasks in OTRS.

      Start it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ beginning" Replicate You will certainly see the following output: Output Take care of the OTRS daemon process. Daemon started There are

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

      Copy These cron documents are

      used to make sure that the OTRS daemon is running. Activate them

      • by copying them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Replicate To set up these cron work, use the script with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ beginning" Replicate You have actually now’mounted OTRS

      with the internet installer as well as set up its link

      to the MySQL

      data source. You likewise began the OTRS daemon on your server. Next, you will certainly log in to the administrator web interface and also secure OTRS. Verdict In this tutorial, you established OTRS as well as produced test assistance workdesk tickets. Now you can approve and

      refine requests from your users using both the internet interface and e-mail. You can discover more concerning OTRS by reviewing the OTRS Admin Manual. If you intend to learn more about just how to use MySQL, see our An Intro to Queries in MySQL short article, or explore DigitalOcean s Handled Data sources product.


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