Exactly how To Establish an Aid Workdesk System with OTRS on Ubuntu 18.04

Posted: 18th November 2020     Posted Category: ! Без рубрики


OTRS, likewise referred to as Open resource Ticket Demand System, is an aid workdesk and also IT service administration system. It offers a single point of get in touch with for customers, customers, IT workers, IT solutions, and any exterior companies. The program is written in Perl, sustains a variety of databases (MySQL, PostgreSQL, etc.), as well as can integrate with LDAP directories.

In this tutorial, you will install OTRS Area Version on an Ubuntu 18.04 server and established a simple assistance desk system, which will certainly allow you to receive and process requests from your consumers using both the web user interface and email.


To finish this tutorial, you will need the following:

  • An Ubuntu 18.04 web server set up by following our First Web Server Setup Overview for Ubuntu 18.04, consisting of a non-root individual with sudo benefits and also a firewall set up with ufw.

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

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

  • Both of the adhering to DNS records set up for your server. You can adhere to this intro to DigitalOcean DNS for details on just how to add them.

    • An A document with example.com indicating your web server’ s public IP
    • address. An A document with www.example.com pointing to your server’ s public IP

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  • 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 obtain a totally free TLS/SSL certification.

  • Postfix mail transfer representative set up by following our tutorial Just how To Mount and Configure Postfix on Ubuntu 18.04.

  • ( Optional) A committed Gmail account with IMAP gain access to enabled, 2-step verification, and an App password created with the Various other (Custom-made name) alternative. When you create the App password, write it down so that you can utilize it in Step 5. You will certainly make use of Gmail to set up incoming mail ticket production in OTRS, with Gmail as your IMAPS mail box. This is just one method of setting up inbound mail for OTRS; if you would love to check out various other alternatives, have a look at the OTRS documentation.

Caution: Do not use any of your very own active Gmail accounts to configure inbound mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all e-mails in the Gmail account are removed. Due to this, it is a better choice to produce a brand-new Gmail account to use particularly for OTRS.

Step 1 —– Setting Up the OTRS Package and Perl Modules

In this action, you will install OTRS and a collection of Perl modules that will certainly increase the system’ s functionality

. OTRS is available in Ubuntu’ s package manager, but the main documentation recommends mounting OTRS from source.

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

  • 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 locate the most up to date offered variation on the OTRS download and install page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Duplicate Next off , unbox the pressed
    • documents 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 Duplicate

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

    • for missing modules by utilizing the CheckModules.pl manuscript

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate You ll see output similar to this, providing which components you already have downloaded and which you are missing out on:

      • Some components are only needed for optional capability,


        as interaction with other data sources or handling mail with particular personality collections; others are required for the program to work

        . Although the recommended commands to download these components make use of apt-get, this tutorial will mount the missing modules with the appropriate command, which is the recommended best practice for Ubuntu 18.04.

        Do not hesitate to go through these components by hand, or use the adhering to 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 mounting these components, rerun the manuscript to ensure that all the needed components have actually
        been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your output will 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) Now that you have

        OTRS and also its

        dependencies mounted on your server, you can configure OTRS to make use of Apache and MySQL. Action 2– Setting Up OTRS, Apache, as well as MySQL server In this step, you will develop a system user for OTRS, and after that configure Apache and MySQL web server to deal with OTRS. Develop a user called otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS user ‘ otrs Copy- d sets the individual s house directory site as/ opt/otrs, and -c establishes

        the ‘ OTRS user ‘ remark to explain the customer. Next, include otrs to the

        webserver group: sudo usermod- G www-data otrs Copy OTRS includes a default config documents/ opt/otrs/Kernel/ Config.pm.dist. Activate this by copying it without the. dist filename extension: sudo cp/ opt/otrs/Kernel/ Config.pm.dist/ opt/otrs/Kernel/ Config.pm Duplicate Currently, browse

      to the/ opt/otrs directory: cd/ opt/otrs Duplicate From here, run the otrs.SetPermissions.pl script. It will spot the 'appropriate customer as well as team settings and also established the data as well as directory site approvals for OTRS. sudo bin/otrs. SetPermissions.pl Copy This

    • will certainly produce the list below output:

    Output Setting permissions on/ opt/otrs The appropriate approvals are now established. Next, activate the apache2 configuration data and ensure it is packed besides various other configurations. 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 Duplicate OTRS requires
  • a couple of Apache components

to be

active for optimal procedure. You can activate them via the tool a2enmod. Although a few of these have actually currently been made it possible for, it is an excellent suggestion to check them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Copy These components enable Apache to collaborate with Perl,

    control HTTP

    headers, compress web server outcome, as well as set up outcome content filters.

    Reactivate your internet server to apply new configurations: sudo systemctl reboot apache2 Copy Prior to you go to the following action and also run the internet installer, transform some of the MySQL configuration setups.

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

    conf.d/ mysqld.cnf Duplicate Try to find the following choices under the [mysqld] area. For max_allowed_packet and also query_cache_size, alter the worths to 64M and also 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 changes

the start-up

manuscript and also 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 # # * Question Cache Setup # query_cache_limit= 1M