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


OTRS, also referred to as Open resource Ticket Request System, is an aid desk and also IT service management system. It offers a solitary factor of contact for customers, clients, IT employees, IT solutions, and any outside organizations. The program is written in Perl, supports a variety of databases (MySQL, PostgreSQL, and so on), and also can incorporate with LDAP directories.

In this tutorial, you will certainly install OTRS Neighborhood Version on an Ubuntu 18.04 web server and also set up a straightforward aid workdesk system, which will allow you to receive and process requests from your customers making use of both the web user interface and also e-mail.


To complete this tutorial, you will require the following:

  • An Ubuntu 18.04 server set up by following our Initial Web Server Arrangement Overview for Ubuntu 18.04, consisting of a non-root user with sudo advantages as well as a firewall software set up with ufw.

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

  • A completely registered domain name. This tutorial will certainly use example.com throughout. You can buy a domain name on Namecheap, get one absolutely free on Freenom, or use the domain registrar of your selection.

  • Both of the following DNS documents set up for your server. You can adhere to this intro to DigitalOcean DNS for details on 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 web server’ s public IP
    • address. An A document with www.example.com pointing to your web server’ s public IP
  • address. A TLS/SSL certificate installed on your Ubuntu 18.04 server for your domain. You can adhere to the Let’ s Encrypt on Ubuntu 18.04 guide to get a complimentary TLS/SSL certificate.

  • Postfix mail transfer representative set up by following our guide Exactly how To Mount and also Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A devoted Gmail account with IMAP gain access to allowed, 2-step verification, and also an App password produced with the Various other (Customized name) option. When you produce the Application password, write it down to make sure that you can utilize it symphonious 5. You will utilize Gmail to configure incoming mail ticket development in OTRS, with Gmail as your IMAPS mail box. This is just one approach of configuring incoming mail for OTRS; if you want to explore other choices, have a look at the OTRS documents.

Warning: Do not make use of any of your very own energetic Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards emails to OTRS, all emails in the Gmail account are erased. As a result of this, it is a better alternative to produce a new Gmail account to make use of specifically for OTRS.

Step 1 —– Installing the OTRS Bundle and also Perl Modules

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

. OTRS is available in Ubuntu’ s plan supervisor, yet the main documentation recommends installing OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate Then download and install the source archive with the wget command. For this tutorial, you will download version 6.0.19; you can find the latest readily 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 pressed
    • file 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 Replicate

    Since OTRS is written in Perl, it makes use of a variety of Perl modules. Examine

    • for missing out on modules by using the CheckModules.pl manuscript

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate You ll see outcome similar to this, noting which modules you already have downloaded and install as well as which you are missing:

      • Some components are just required for optional functionality,


        as communication with other databases or dealing with mail with specific personality sets; others are essential for the program to function

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

        Feel free to go through these components manually, or make use of the complying with command:$ sudo proper install 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 make certain that all the called for components have
        been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your result will now reveal all the set up components: Outcome … 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 also its

        reliances set up on your web server, you can configure OTRS to utilize Apache and MySQL. Action 2– Setting Up OTRS, Apache, and MySQL web server In this step, you will develop a system customer for OTRS, and after that set up Apache and also MySQL web server to collaborate with OTRS. Create a customer named otrs to run OTRS functions with the useradd command: sudo useradd

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

        the ‘ OTRS user ‘ comment to describe the user. Next, add otrs to the

        webserver team: sudo usermod- G www-data otrs Duplicate OTRS features a default config data/ opt/otrs/Kernel/ Config.pm.dist. Activate this by replicating 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 discover the 'right individual and also group settings as well as set the data and directory site permissions for OTRS. sudo bin/otrs. SetPermissions.pl Replicate This

    • will certainly yield the list below outcome:

    Outcome Setting authorizations on/ opt/otrs The appropriate authorizations are currently established. Next, activate the apache2 arrangement file and see to it is packed after all various 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 requires
  • a few Apache modules

to be

energetic for optimum operation. You can trigger them using the tool a2enmod. Although a few of these have currently been enabled, it is a good suggestion to inspect them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Replicate These modules enable Apache to deal with Perl,

    control HTTP

    headers, press server result, as well as set up outcome material filters.

    Reboot your web server to apply new configurations: sudo systemctl restart apache2 Copy Prior to you most likely to the next action and also run the web installer, change a few of the MySQL arrangement setups.

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

    conf.d/ mysqld.cnf Duplicate Look for the complying with options under the [mysqld] area. For max_allowed_packet and also query_cache_size, change the worths to 64M and 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 changes

the start-up

manuscript as well as checks MyISAM tables if required # the initial time they are touched myisam-recover-options= BACK-UP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Inquiry Cache Arrangement # query_cache_limit= 1M

  • query_cache_size= 32M … Copy This adjusts the

    optimum permitted packet dimension and the inquiry cache dimension to ensure that MySQL can interface with OTRS. Then include the adhering to highlighted extra choices 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 Duplicate This sets the data source logfile size, figures out the character collection and also collation

      , as well as creates an init_connect string to establish the

      character set upon beginning the MySQL web server.
      Conserve and also close mysqld.cnf by pushing CTRL+ X, followed by Y and then ENTER. Then, reactivate your MySQL
      server to use the new specifications:
      sudo systemctl restart mysql.service Duplicate Since you have actually created the otrs user and set up
      Apache and MySQL to collaborate with OTRS
      , you are ready to make use of the internet installer. Step 3-- Using the Web Installer In this step, you will set up OTRS

      s database settings in a web browser and start the OTRS daemon process 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 find a welcome display with the message Invite to OTRS 6 and info regarding the OTRS

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

      to choose

      a database kind. The defaults( MySQL and Develop a new data source for OTRS) are great for your setup, so click Next to proceed. On the following screen, get in the MySQL qualifications

      that you established throughout the MySQL web server setup. Use root for the Individual area, then enter the password you produced. Leave the default host value. Click Examine data source settings to make sure it

      • functions. The installer will create qualifications

      for the brand-new

      data source. There is no requirement to remember this created password. Click Beside proceed. The database will be developed and also you will certainly see the effective result: Click Following. Next off —, offer the following needed

      system settings: System FQDN: A completely certified domain. Replace example.com with your own domain name. AdminEmail: The e-mail address of your system administrator. E-mails about errors with OTRS will go right here. Company: Your company s name. Leave all various other alternatives at their default worths: Click Following. Currently you will certainly arrive at the Mail Setup page. In order to have the ability to send and obtain emails, you have to set up a mail account. This tutorial will certainly care for this later symphonious 5, so click Avoid this action. The OTRS installation is now complete; you will certainly see a Finished web page with a link to the admin panel after Beginning web page, and the qualifications

      of the OTRS incredibly user afterwards. See to it you write down the produced password for the root@localhost user as well as the URL for the Begin page. The only thing left after an effective installment is to begin the OTRS daemon and activate its cronjob. Bring up the terminal you are using to access your Ubuntu 18.04 web server. The OTRS daemon is accountable for handling any type of asynchronous as well as reoccuring tasks in OTRS.

      Start it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl begin" Duplicate You will certainly see the list below output: Outcome Handle the OTRS daemon process. Daemon started There are

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

      Duplicate These cron documents are

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

      • by replicating them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Duplicate To arrange these cron jobs, use the manuscript Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Replicate You have actually currently’set up OTRS

      with the internet installer and also established its connection

      to the MySQL

      data source. You likewise began the OTRS daemon on your server. Next, you will certainly log in to the administrator internet user interface as well as safe OTRS. Final thought In this tutorial, you established OTRS and produced examination help desk tickets. Now you can approve as well as

      process requests from your individuals making use of both the web interface and e-mail. You can learn more regarding OTRS by reviewing the OTRS Admin Handbook. If you intend to read more about exactly how to use MySQL, see our An Introduction to Queries in MySQL post, or explore DigitalOcean s Handled Data sources item.

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