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


OTRS, also referred to as Open resource Ticket Demand System, is an aid workdesk and IT solution management system. It supplies a solitary point of call for customers, clients, IT employees, IT services, and any type of external organizations. The program is written in Perl, sustains a variety of databases (MySQL, PostgreSQL, and so on), as well as can integrate with LDAP directory sites.

In this tutorial, you will install OTRS Community Version on an Ubuntu 18.04 web server and also established a straightforward assistance desk system, which will allow you to get as well as process requests from your consumers utilizing both the web interface and also e-mail.


To complete this tutorial, you will require the following:

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

  • Apache and also MySQL set up on your Ubuntu web server. Follow step 1 as well as 2 of this overview to configure these.

  • A fully registered domain name. This tutorial will certainly use example.com throughout. You can acquire a domain name on Namecheap, obtain one totally free on Freenom, or utilize the domain registrar of your option.

  • Both of the complying with DNS records established for your web server. You can adhere to this introduction to DigitalOcean DNS for details on just how to add them.Read more https://freewindows10download.com/soft/helpdeskz At website Articles

    • An A document with example.com indicating your server’ s public IP
    • address. An A record with www.example.com pointing to your web server’ s public IP
  • address. A TLS/SSL certification installed on your Ubuntu 18.04 server for your domain name. You can follow the Let’ s Encrypt on Ubuntu 18.04 overview to get a cost-free TLS/SSL certification.

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

  • ( Optional) A committed Gmail account with IMAP gain access to made it possible for, 2-step verification, as well as an Application password produced with the Other (Personalized name) option. When you produce the App password, write it down so that you can use 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 mailbox. This is just one method of configuring inbound mail for OTRS; if you wish to discover various other alternatives, take a look at the OTRS documents.

Caution: Do not utilize any of your own energetic Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards emails to OTRS, all e-mails in the Gmail account are erased. As a result of this, it is a far better option to produce a brand-new Gmail account to use specifically for OTRS.

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

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

. OTRS is offered in Ubuntu’ s plan manager, however the official paperwork recommends setting up OTRS from source.

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

  • ssh [email protected]_Server_IP!.?.! Copy After that download and install the source archive with the wget command. For this tutorial, you will download and install version 6.0.19; you can locate the latest offered variation on the OTRS download web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Duplicate Next , unbox the pressed
    • 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 Replicate

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

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

      consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy You ll see outcome like this, providing which components you already have downloaded as well as which you are missing out on:

      • Some modules are only needed for optional capability,


        as interaction with other data sources or dealing with mail with details character sets; others are required for the program to work

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

        Do not hesitate to go through these modules manually, or utilize the following command:$ sudo suitable 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 see to it that all the needed components have actually
        been mounted: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your output will certainly currently reveal all the set up components: Output … 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 and also its

        dependencies mounted on your web server, you can set up OTRS to utilize Apache and also MySQL. Step 2– Setting Up OTRS, Apache, as well as MySQL web server In this action, you will certainly develop a system customer for OTRS, and after that configure Apache and MySQL web server to deal with OTRS. Develop 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 individual s house directory site as/ opt/otrs, as well as -c establishes

        the ‘ OTRS customer ‘ comment to define the user. Next off, add otrs to the

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

      to the/ opt/otrs directory site: cd/ opt/otrs Duplicate From here, run the otrs.SetPermissions.pl script. It will certainly discover the 'proper customer and group settings and set the data and also directory site permissions for OTRS. sudo bin/otrs. SetPermissions.pl Replicate This

    • will certainly generate the list below outcome:

    Output Establishing consents on/ opt/otrs The correct consents are now established. Next, activate the apache2 configuration data and also see to it is filled nevertheless 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 Replicate OTRS needs
  • a few Apache components

to be

energetic for ideal procedure. You can activate them through the device a2enmod. Although a few of these have already been made it possible for, it is a great concept to check 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, press server output, as well as set up output content filters.

    Reboot your web server to use new configurations: sudo systemctl reboot apache2 Duplicate Prior to you most likely to the next step and run the internet installer, change several of the MySQL configuration settings.

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

    conf.d/ mysqld.cnf Copy Try to find the adhering to choices under the [mysqld] section. For max_allowed_packet and also query_cache_size, alter the values to 64M and 32M respectively, as highlighted in the following code block:/ etc/mysql/mysql. conf.d/

  • mysqld.cnf … max_allowed_packet= 64M thread_stack= 192K thread_cache_size= 8 # This changes

the startup

script and also checks MyISAM tables if required # the very first time they are touched myisam-recover-options= BACK-UP #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 package size as well as the question cache size so that MySQL can user interface with OTRS. Then add the complying with highlighted added choices under the [mysqld] area, 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Replicate This establishes the data source logfile size, identifies the character collection and also relation

      , as well as develops an init_connect string to set the

      personality set upon starting the MySQL server.
      Conserve as well as shut mysqld.cnf by pushing CTRL+ X, followed by Y and then ENTER. Then, reboot your MySQL
      web server to apply the new criteria:
      sudo systemctl reactivate mysql.service Duplicate Since you have produced the otrs customer as well as set up
      Apache as well as MySQL to deal with OTRS
      , you prepare to make use of the internet installer. Step 3-- Using the Internet Installer In this step, you will certainly set up OTRS

      s data source setups in a web browser and also begin the OTRS daemon procedure on the command line. Open https://example.com/otrs/installer.pl in your preferred web internet browser, replacing example.com with your domain name. You will certainly locate a welcome screen with the message Welcome to OTRS 6 and details about the OTRS

      workplaces. Click Next. The next screen will certainly have the
      permit for OTRS, which is the GNU General Public Permit usual to open source programs. Approve by clicking Accept license as well as proceed'after reading.
      On the following screen, you will certainly be triggered

      to choose

      a data source kind. The defaults( MySQL as well as Create a brand-new data source for OTRS) are great for your setup, so click Alongside proceed. On the following display, go into the MySQL credentials

      that you set up during the MySQL web server installment. Usage root for the User field, then get in the password you produced. Leave the default host worth. Click Inspect data source setups to see to it it

      • works. The installer will certainly generate qualifications

      for the new

      database. There is no need to keep in mind this generated password. Click Alongside continue. The data source will be produced and you will certainly see the successful outcome: Click Next. Next off —, provide the following needed

      system setups: System FQDN: A completely qualified domain. Replace example.com with your very own domain name. AdminEmail: The email address of your system administrator. Emails concerning errors with OTRS will go right here. Organization: Your company s name. Leave all other alternatives at their default values: Click Next. Now you will arrive at the Mail Arrangement page. In order to be able to send out and also get emails, you need to set up a mail account. This tutorial will deal with this later on symphonious 5, so click Skip this action. The OTRS installation is now full; you will see a Completed page with a web link to the admin panel after Beginning web page, and the qualifications

      of the OTRS incredibly user afterwards. Ensure you make a note of the generated password for the [email protected] user and the URL for the Start web page. The only thing left after an effective installation is to start the OTRS daemon and also trigger its cronjob. Bring up the incurable you are using to access your Ubuntu 18.04 web server. The OTRS daemon is in charge of managing any kind of asynchronous and recurring tasks in OTRS.

      Beginning it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl begin" Duplicate You will see the following outcome: Outcome Manage the OTRS daemon procedure. Daemon started There are

      two default cron files in the/ opt/otrs/var/ cron/ directory. Move into this directory site. cd/ opt/otrs/var/ cron

      Copy These cron files are

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

      • by copying 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 jobs, utilize the manuscript Cron.sh with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh beginning" Replicate You have actually now’installed OTRS

      with the internet installer and set up its connection

      to the MySQL

      database. You also started the OTRS daemon on your web server. Next off, you will visit to the manager web user interface and also safe OTRS. Conclusion In this tutorial, you established OTRS and created test aid workdesk tickets. Now you can approve and also

      process demands from your individuals making use of both the internet user interface as well as e-mail. You can learn more regarding OTRS by reviewing the OTRS Admin Manual. If you wish to find out more concerning how to use MySQL, see our An Intro to Queries in MySQL short article, or check out DigitalOcean s Took care of Data sources product.


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