How To Establish a Help Workdesk System with OTRS on Ubuntu 18.04


OTRS, likewise called Open source Ticket Request System, is an aid workdesk and also IT solution management system. It offers a solitary factor of get in touch with for individuals, clients, IT workers, IT solutions, and any kind of outside companies. The program is written in Perl, sustains a range of databases (MySQL, PostgreSQL, and so on), as well as can integrate with LDAP directories.

In this tutorial, you will install OTRS Area Version on an Ubuntu 18.04 web server and set up a simple assistance desk system, which will certainly permit you to obtain and process requests from your customers making use of both the web user interface and also email.


To complete this tutorial, you will need the following:

  • An Ubuntu 18.04 server set up by following our First Web Server Setup Overview for Ubuntu 18.04, including a non-root individual with sudo advantages as well as a firewall program set up with ufw.

  • Apache and MySQL installed on your Ubuntu server. Follow action 1 and also 2 of this overview to configure these.

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

  • Both of the following DNS records set up for your web server. You can comply with this introduction to DigitalOcean DNS for information on just how to add can find more here from Our Articles

    • An A document with pointing to your web server’ s public IP
    • address. An A document with pointing to your web server’ s public IP
  • address. A TLS/SSL certificate mounted on your Ubuntu 18.04 web server for your domain name. You can follow the Let’ s Encrypt on Ubuntu 18.04 overview to get a free TLS/SSL certificate.

  • Postfix mail transfer representative set up by following our guide How To Install and Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A specialized Gmail account with IMAP access allowed, 2-step verification, as well as an App password created with the Other (Customized name) choice. When you produce the Application password, compose it down to ensure that you can utilize it in Step 5. You will certainly use Gmail to configure inbound mail ticket production in OTRS, with Gmail as your IMAPS mailbox. This is just one method of configuring inbound mail for OTRS; if you would love to discover other alternatives, have a look at the OTRS paperwork.

Warning: Do not utilize any one of your very own active Gmail accounts to set up inbound 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 develop a new Gmail account to utilize particularly for OTRS.

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

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

. OTRS is readily available in Ubuntu’ s bundle supervisor, yet the official paperwork suggests setting up OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download and install the resource archive with the wget command. For this tutorial, you will certainly download and install version 6.0.19; you can locate the most up to date readily available version on the OTRS download and install web page. wget Duplicate Next , unbox the pressed
    • file with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Since OTRS is written in Perl, it utilizes a number of Perl components. Inspect

    • for missing out on modules by utilizing the manuscript

      included with OTRS: sudo/ opt/otrs/bin/ Duplicate You ll see result such as this, providing which components you currently have downloaded and install and which you are missing out on:

      • Some modules are just needed for optional capability,


        as interaction with other data sources or dealing with mail with specific personality collections; others are necessary for the program to function

        . Although the recommended commands to download these components use apt-get, this tutorial will certainly mount the missing out on modules with the apt command, which is the suggested finest practice for Ubuntu 18.04.

        Feel free to undergo these components by hand, or make use of the adhering to 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 mounting these modules, rerun the manuscript to make certain that all the required components have actually
        been mounted: sudo/ opt/otrs/bin/ Replicate Your result will certainly now show all the set up modules: 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 as well as its

        reliances installed on your server, you can set up OTRS to make use of Apache and MySQL. Action 2– Configuring OTRS, Apache, as well as MySQL web server In this action, you will certainly develop a system individual for OTRS, and then configure Apache and also MySQL server to work with OTRS. Develop a user called otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS customer ‘ otrs Duplicate- d sets the user s home directory as/ opt/otrs, as well as -c sets

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

        webserver team: sudo usermod- G www-data otrs Duplicate OTRS includes a default config documents/ opt/otrs/Kernel/ Activate this by duplicating it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Replicate Now, navigate

      to the/ opt/otrs directory site: cd/ opt/otrs Duplicate From here, run the manuscript. It will spot the 'right user and group settings and set the data as well as directory site consents for OTRS. sudo bin/otrs. Replicate This

    • will certainly produce the following result:

    Result Establishing approvals on/ opt/otrs The right consents are currently set. Next off, activate the apache2 setup data as well as ensure it is loaded nevertheless various 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 Copy OTRS needs
  • a few Apache components

to be

active for ideal procedure. You can trigger them through the tool a2enmod. Although several of these have already been allowed, it is a good suggestion to inspect them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Copy These modules allow Apache to collaborate with Perl,

    control HTTP

    headers, compress server result, as well as set up output content filters.

    Reactivate your internet server to apply new arrangements: sudo systemctl reboot apache2 Copy Prior to you most likely to the next action as well as run the web installer, alter several of the MySQL arrangement setups.

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

    conf.d/ mysqld.cnf Copy Search for the adhering to choices under the [mysqld] area. For max_allowed_packet and also query_cache_size, alter the worths to 64M and 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 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 Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This changes the

    optimum permitted package dimension and the inquiry cache size to make sure that MySQL can interface with OTRS. Then add the following highlighted additional alternatives under the [mysqld] area, at the end of the file:/ 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 Replicate This establishes the data source logfile dimension, establishes the character set and also collation

      , and also develops an init_connect string to set the

      personality set upon beginning the MySQL web server.
      Save and also shut mysqld.cnf by pushing CTRL+ X, followed by Y and after that GO INTO. Then, reactivate your MySQL
      web server to apply the brand-new criteria:
      sudo systemctl reactivate mysql.service Replicate Since you have produced the otrs user as well as set up
      Apache and also MySQL to deal with OTRS
      , you prepare to use the internet installer. Step 3-- Using the Web Installer In this action, you will certainly set up OTRS

      s database settings in an internet browser and begin the OTRS daemon procedure on the command line. Open up in your favorite web browser, changing with your domain. You will locate a welcome display with the message Invite to OTRS 6 and also info concerning the OTRS

      workplaces. Click Next. The following screen will have the
      permit for OTRS, which is the GNU General Public Certificate usual to open up source programs. Approve by clicking Accept permit as well as continue'after analysis.
      On the next screen, you will be prompted

      to pick

      a database type. The defaults( MySQL and also Create a brand-new data source for OTRS) are great for your arrangement, so click Beside proceed. On the next display, enter the MySQL qualifications

      that you established during the MySQL web server installation. Usage favor the Customer area, then enter the password you developed. Leave the default host value. Click Examine database setups to ensure it

      • functions. The installer will generate qualifications

      for the brand-new

      database. There is no demand to keep in mind this created password. Click Beside continue. The data source will certainly be created and you will see the effective outcome: Click Next. Next —, offer the adhering to necessary

      system settings: System FQDN: A totally qualified domain. Replace with your own domain name. AdminEmail: The e-mail address of your system administrator. E-mails concerning mistakes with OTRS will certainly go here. Organization: Your organization s name. Leave all other options at their default values: Click Next. Now you will certainly arrive on the Mail Arrangement page. In order to be able to send and obtain emails, you have to configure a mail account. This tutorial will certainly deal with this later on in Step 5, so click Skip this action. The OTRS installation is now complete; you will certainly see a Finished page with a web link to the admin panel after Beginning web page, as well as the qualifications

      of the OTRS very individual afterwards. Make certain you write down the produced password for the root@localhost user and also the URL for the Begin page. The only thing left after a successful installation is to begin the OTRS daemon and also activate its cronjob. Raise the incurable you are making use of to access your Ubuntu 18.04 web server. The OTRS daemon is responsible for handling any asynchronous and also persisting jobs in OTRS.

      Start it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ begin" Duplicate You will certainly see the following outcome: Output Handle the OTRS daemon procedure. Daemon began There are

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

      Duplicate These cron files are

      made use of to make certain that the OTRS daemon is running. Trigger 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 tasks, make use of the manuscript with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ start" Duplicate You have actually now’installed OTRS

      with the web installer as well as established its connection

      to the MySQL

      database. You also started the OTRS daemon on your web server. Next off, you will visit to the administrator web interface and secure OTRS. Final thought In this tutorial, you set up OTRS as well as created examination assistance desk tickets. Currently you can accept as well as

      refine demands from your users utilizing both the web user interface and e-mail. You can discover more regarding OTRS by reading the OTRS Admin Manual. If you want to read more regarding how to utilize MySQL, see our An Introduction to Queries in MySQL write-up, or explore DigitalOcean s Managed Data sources item.