OTRS, additionally called Open resource Ticket Demand System, is an assistance workdesk as well as IT solution monitoring system. It supplies a solitary factor of contact for individuals, customers, IT personnel, IT solutions, as well as any outside organizations. The program is written in Perl, sustains a range of data sources (MySQL, PostgreSQL, etc.), as well as can integrate with LDAP directories.

In this tutorial, you will certainly mount OTRS Neighborhood Version on an Ubuntu 18.04 server as well as set up a straightforward aid workdesk system, which will enable you to obtain and refine demands from your clients utilizing both the web interface as well as e-mail.


To complete this tutorial, you will certainly require the following:

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

  • Apache and MySQL set up on your Ubuntu server. Follow action 1 and 2 of this guide to configure these.

  • A completely signed up domain. This tutorial will make use of throughout. You can purchase a domain on Namecheap, obtain one absolutely free on Freenom, or utilize the domain registrar of your choice.

  • Both of the following DNS documents set up for your server. You can follow this introduction to DigitalOcean DNS for information on exactly how to include them.At site helpdeskz from Our Articles

    • An A document with pointing to your server’ s public IP
    • address. An A record with pointing to your web server’ s public IP
  • address. A TLS/SSL certification set up on your Ubuntu 18.04 web server for your domain. You can follow the Let’ s Secure on Ubuntu 18.04 overview to obtain a complimentary TLS/SSL certificate.

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

  • ( Optional) A devoted Gmail account with IMAP access made it possible for, 2-step confirmation, and also an Application password produced with the Other (Custom name) choice. When you create the Application password, compose it down so that you can use it symphonious 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 approach of setting up incoming mail for OTRS; if you would like to explore other alternatives, check out the OTRS documentation.

Warning: Do not utilize any of your own active Gmail accounts to set up incoming mail for OTRS. When forwards emails to OTRS, all e-mails in the Gmail account are erased. Because of this, it is a far better choice to develop a brand-new Gmail account to utilize especially for OTRS.

Step 1 —– Mounting the OTRS Package and Perl Modules

In this step, you will set up OTRS and a collection of Perl components that will enhance the system’ s capability

. OTRS is available in Ubuntu’ s plan supervisor, but the official paperwork recommends setting up OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Replicate Then download the source archive with the wget command. For this tutorial, you will download version 6.0.19; you can discover the most recent readily available variation on the OTRS download page. wget Copy Next off , unbox the pressed
    • documents with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Because OTRS is written in Perl, it makes use of a number of Perl modules. Check

    • for missing components by utilizing the manuscript

      included with OTRS: sudo/ opt/otrs/bin/ Duplicate You ll see result like this, noting which components you already have downloaded and install and which you are missing:

      • Some components are only required for optional capability,


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

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

        Do not hesitate to experience these components by hand, or use the following command:$ sudo suitable 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 modules, rerun the manuscript to make sure that all the called for components have
        been installed: sudo/ opt/otrs/bin/ Replicate Your outcome will currently show all the mounted 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 and also its

        dependencies set up on your server, you can set up OTRS to make use of Apache and also MySQL. Step 2– Configuring OTRS, Apache, and MySQL web server In this step, you will certainly develop a system user for OTRS, and afterwards set up Apache and MySQL web server to work with OTRS. Produce a user named otrs to run OTRS functions with the useradd command: sudo useradd

        – d/ opt/otrs -c ‚ OTRS user ‚ otrs Copy- d establishes the individual s residence directory site as/ opt/otrs, and also -c establishes

        the ‚ OTRS individual ‚ remark to explain the individual. Next off, add otrs to the

        webserver group: sudo usermod- G www-data otrs Replicate OTRS features a default config data/ opt/otrs/Kernel/ Activate this by copying it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Replicate Currently, browse

      to the/ opt/otrs directory site: cd/ opt/otrs Copy From here, run the manuscript. It will detect the 'correct customer and also team setups as well as set the data and directory site permissions for OTRS. sudo bin/otrs. Copy This

    • will certainly generate the following output:

    Output Setting approvals on/ opt/otrs The appropriate consents are now set. Next off, turn on the apache2 configuration documents and also see to it is packed nevertheless 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 components

to be

energetic for optimal operation. You can trigger them through the tool a2enmod. Although several of these have currently been enabled, it is a good suggestion to check them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Duplicate These components enable Apache to work with Perl,

    control HTTP

    headers, press web server result, and set up result content filters.

    Reboot your internet server to use new configurations: sudo systemctl reactivate apache2 Copy Before you most likely to the following action and also run the web installer, alter some of the MySQL arrangement settings.

  • Open up the MySQL setup data in your favored full-screen editor. This tutorial makes use of nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Copy Search for the complying with options under the [mysqld] area. For max_allowed_packet and also query_cache_size, change the values to 64M as well as 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 startup

script as well as checks MyISAM tables if needed # the initial time they are touched myisam-recover-options= BACKUP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Query Cache Setup # query_cache_limit= 1M

  • query_cache_size= 32M … Duplicate This adjusts the

    optimum enabled package size as well as the inquiry cache dimension so that MySQL can interface with OTRS. After that add the adhering to highlighted additional options under the [mysqld] section, 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 = ‚ COLLECTION NAMES utf8 ‚. character-set-server= utf8 Copy This sets the data source logfile dimension, identifies the character collection as well as relation

      , as well as develops an init_connect string to establish the

      personality set upon starting the MySQL server.
      Save and also shut mysqld.cnf by pressing CTRL+ X, adhered to by Y and afterwards ENTER. Then, reactivate your MySQL
      server to use the new criteria:
      sudo systemctl reboot mysql.service Copy Since you have developed the otrs user and set up
      Apache and also MySQL to deal with OTRS
      , you prepare to use the web installer. Step 3-- Utilizing the Internet Installer In this step, you will certainly set up OTRS

      s database setups in an internet browser and also begin the OTRS daemon procedure on the command line. Open up in your preferred internet browser, changing with your domain name. You will find a welcome display with the message Invite to OTRS 6 as well as details about the OTRS

      offices. Click Next. The following screen will certainly have the
      license for OTRS, which is the GNU Public Certificate common to open resource programs. Accept by clicking Accept certificate and continue'after analysis.
      On the next screen, you will certainly be prompted

      to select

      a data source type. The defaults( MySQL and Produce a brand-new data source for OTRS) are great for your setup, so click Beside proceed. On the next display, enter the MySQL credentials

      that you set up throughout the MySQL web server installation. Usage root for the Individual area, after that get in the password you created. Leave the default host value. Click Examine data source settings to ensure it

      • works. The installer will create credentials

      for the new

      data source. There is no demand to bear in mind this created password. Click Next to proceed. The database will be created and you will see the successful outcome: Click Next. Next off —, give the following needed

      system settings: System FQDN: A fully certified domain. Replace with your own domain. AdminEmail: The e-mail address of your system administrator. Emails concerning errors with OTRS will go here. Company: Your company s name. Leave all various other choices at their default worths: Click Following. Now you will certainly come down on the Mail Arrangement web page. In order to be able to send and get e-mails, you have to configure a mail account. This tutorial will certainly care for this later on in Step 5, so click Avoid this step. The OTRS setup is now complete; you will see a Finished page with a link to the admin panel after Start page, and the credentials

      of the OTRS super user after that. See to it you list the produced password for the root@localhost user and also the LINK for the Start web page. The only thing left after a successful setup is to start the OTRS daemon and also trigger its cronjob. Raise the terminal you are making use of to access your Ubuntu 18.04 server. The OTRS daemon is in charge of dealing with any kind of asynchronous as well as reoccuring tasks in OTRS.

      Beginning it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ beginning" Replicate You will see the following result: Output Take care of the OTRS daemon procedure. Daemon started There are

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

      Replicate These cron documents are

      used to make sure 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 Copy To arrange these cron tasks, make use of the manuscript with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ start" Replicate You have actually currently’mounted OTRS

      with the web installer as well as set up its connection

      to the MySQL

      database. You additionally began the OTRS daemon on your server. Next off, you will certainly log in to the manager web user interface as well as safe OTRS. Verdict In this tutorial, you set up OTRS and also produced test help desk tickets. Now you can accept and

      process demands from your customers utilizing both the web user interface as well as email. You can find out more concerning OTRS by reading the OTRS Admin Handbook. If you intend to learn more concerning just how to make use of MySQL, see our An Intro to Queries in MySQL post, or discover DigitalOcean s Managed Data sources product.