OTRS, additionally referred to as Open resource Ticket Demand System, is an assistance workdesk and IT solution management system. It provides a solitary point of call for individuals, consumers, IT employees, IT services, and also any external organizations. The program is written in Perl, sustains a variety of databases (MySQL, PostgreSQL, etc.), as well as can integrate with LDAP directory sites.

In this tutorial, you will certainly install OTRS Neighborhood Edition on an Ubuntu 18.04 server as well as established a basic aid workdesk system, which will certainly enable you to get and refine requests from your consumers using both the web interface as well as e-mail.


To finish this tutorial, you will certainly need the following:

  • An Ubuntu 18.04 server set up by following our Initial Web Server Configuration Guide for Ubuntu 18.04, including a non-root customer with sudo privileges and also a firewall software configured with ufw.

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

  • A totally signed up domain name. This tutorial will make use of throughout. You can buy a domain on Namecheap, obtain one for free on Freenom, or use the domain name registrar of your selection.

  • Both of the adhering to DNS documents established for your web server. You can comply with this introduction to DigitalOcean DNS for information on just how to add them.More Here At our site

    • An A record with pointing to your 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 comply with the Let’ s Secure on Ubuntu 18.04 overview to get a complimentary TLS/SSL certification.

  • Postfix mail transfer agent established by following our guide Just how To Install as well as Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A committed Gmail account with IMAP access allowed, 2-step verification, and also an Application password produced with the Other (Custom name) option. When you produce the Application password, compose it down so that you can utilize it in Step 5. You will certainly use Gmail to set up incoming mail ticket development in OTRS, with Gmail as your IMAPS mailbox. This is just one method of setting up incoming mail for OTRS; if you would like to check out various other options, have a look at the OTRS documentation.

Caution: Do not use any of your own active Gmail accounts to set up incoming mail for OTRS. When forwards emails to OTRS, all emails in the Gmail account are deleted. Because of this, it is a much better alternative to create a new Gmail account to use particularly for OTRS.

Step 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 performance

. OTRS is offered in Ubuntu’ s package supervisor, but the official documents recommends installing OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Replicate After that download 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 version on the OTRS download page. wget Copy Next , unpack the compressed
    • documents with tar: tar xzf otrs-6.0.19. tar.gz


    Move the materials of the archive right into the/ opt/otrs

  • directory: sudo mv otrs-6.0.19/ opt/otrs Duplicate

    Due to the fact that OTRS is written in Perl, it utilizes a number of Perl components. Inspect

    • for missing out on components by using the script

      included with OTRS: sudo/ opt/otrs/bin/ Copy You ll see output like this, listing which modules you currently have actually downloaded and install as well as which you are missing out on:

      • Some modules are just needed for optional functionality,


        as communication with other databases or taking care of mail with specific personality collections; others are essential for the program to work

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

        Feel free to go through these components manually, 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 installing these modules, rerun the manuscript to make certain that all the needed components have
        been mounted: sudo/ opt/otrs/bin/ Duplicate Your result will now reveal all the mounted 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 as well as its

        reliances set up on your server, you can set up OTRS to utilize Apache and MySQL. Action 2– Setting Up OTRS, Apache, and also MySQL web server In this action, you will produce a system user for OTRS, and after that configure Apache and MySQL server to collaborate with OTRS. Produce an individual named otrs to run OTRS features with the useradd command: sudo useradd

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

        the ‘ OTRS individual ‘ remark to define the user. Next, include otrs to the

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

      to the/ opt/otrs directory: cd/ opt/otrs Copy From here, run the script. It will detect the 'appropriate individual as well as group settings and set the data and also directory consents for OTRS. sudo bin/otrs. Copy This

    • will certainly generate the list below output:

    Result Establishing authorizations on/ opt/otrs The right authorizations are currently established. Next off, turn on the apache2 configuration data and also see to it is packed 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 Replicate OTRS requires
  • a couple of Apache modules

to be

energetic for optimal operation. You can activate them by means of the device a2enmod. Although several of these have actually currently been allowed, it is a great idea to check them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Copy These modules make it possible for Apache to collaborate with Perl,

    control HTTP

    headers, compress web server outcome, as well as configure result web content filters.

    Restart your internet server to apply new setups: sudo systemctl reactivate apache2 Duplicate Prior to you go to the following action as well as run the internet installer, alter a few of the MySQL setup settings.

  • Open the MySQL setup documents in your preferred text editor. This tutorial makes use of nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Duplicate Look for the following alternatives under the [mysqld] area. For max_allowed_packet and query_cache_size, alter the worths to 64M as well as 32M specifically, 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 start-up

script and also checks MyISAM tables if needed # the first time they are touched myisam-recover-options= BACK-UP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Inquiry Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Copy This adjusts the

    optimum permitted package dimension and the question cache size so that MySQL can user interface with OTRS. Then include the adhering to highlighted additional 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 = ‘ COLLECTION NAMES utf8 ‘. character-set-server= utf8 Copy This establishes the database logfile size, determines the character collection as well as collation

      , and also creates an init_connect string to establish the

      character set upon beginning the MySQL server.
      Conserve as well as shut mysqld.cnf by pushing CTRL+ X, complied with by Y and then GO INTO. After that, reboot your MySQL
      server to apply the new specifications:
      sudo systemctl restart mysql.service Duplicate Since you have actually created the otrs user and also set up
      Apache as well as MySQL to deal with OTRS
      , you are ready to use the internet installer. Step 3-- Utilizing the Web Installer In this action, you will set up OTRS

      s database setups in a web browser as well as begin the OTRS daemon procedure on the command line. Open in your favored internet browser, changing with your domain. You will locate a welcome display with the message Invite to OTRS 6 and information about the OTRS

      workplaces. Click Next. The next display will have the
      license for OTRS, which is the GNU General Public Permit usual to open up source programs. Approve by clicking Accept certificate and also proceed'after analysis.
      On the following screen, you will be prompted

      to select

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

      that you set up during the MySQL server installment. Use favor the User field, then get in the password you produced. Leave the default host worth. Click Inspect database setups to see to it it

      • functions. The installer will certainly generate credentials

      for the brand-new

      data source. There is no demand to remember this created password. Click Beside continue. The data source will certainly be produced and also you will see the effective outcome: Click Following. Next off —, provide the complying with necessary

      system settings: System FQDN: A totally certified domain name. Replace with your very own domain name. AdminEmail: The e-mail address of your system administrator. Emails about errors with OTRS will go right here. Organization: Your organization s name. Leave all other alternatives at their default worths: Click Next. Now you will arrive at the Mail Arrangement page. In order to have the ability to send out and receive emails, you need to set up a mail account. This tutorial will certainly deal with this later symphonious 5, so click Miss this action. The OTRS installation is currently complete; you will see a Completed web page with a link to the admin panel after Start page, as well as the qualifications

      of the OTRS very customer afterwards. Make certain you list the generated password for the root@localhost user and the URL for the Begin page. The only point left after a successful installation is to begin the OTRS daemon as well as activate its cronjob. Raise the terminal you are utilizing to access your Ubuntu 18.04 web server. The OTRS daemon is accountable for handling any asynchronous as well as recurring jobs in OTRS.

      Start it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ beginning" Duplicate You will see the list below outcome: Output Manage the OTRS daemon process. Daemon started There are

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

      Copy These cron files are

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

      • by duplicating them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Replicate To schedule these cron tasks, make use of the script with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ beginning" Replicate You have currently’set up OTRS

      with the web installer and also set up its connection

      to the MySQL

      database. You additionally began the OTRS daemon on your web server. Next off, you will visit to the manager internet interface as well as safe OTRS. Verdict In this tutorial, you established OTRS and also produced examination assistance desk tickets. Currently you can approve and

      process demands from your customers using both the web interface as well as email. You can learn more regarding OTRS by reviewing the OTRS Admin Manual. If you intend to read more regarding how to use MySQL, see our An Introduction to Queries in MySQL post, or discover DigitalOcean s Took care of Data sources item.