OTRS, additionally called Open resource Ticket Request System, is a help desk and IT service administration system. It gives a single point of get in touch with for customers, consumers, IT personnel, IT services, and any kind of external companies. The program is written in Perl, supports a variety of databases (MySQL, PostgreSQL, etc.), and can incorporate with LDAP directory sites.

In this tutorial, you will certainly mount OTRS Neighborhood Version on an Ubuntu 18.04 web server and also set up an easy assistance workdesk system, which will allow you to obtain and process requests from your customers using both the internet user interface and also e-mail.


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

  • An Ubuntu 18.04 web server established by following our Initial Web Server Configuration Guide for Ubuntu 18.04, consisting of a non-root customer with sudo privileges and also a firewall program configured with ufw.

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

  • A totally registered domain name. This tutorial will use throughout. You can acquire a domain name on Namecheap, get one completely free on Freenom, or use the domain registrar of your choice.

  • Both of the complying with DNS documents established for your web server. You can comply with this intro to DigitalOcean DNS for details on exactly how to add can find more here HelpDeskZ for Window from Our Articles

    • An A record with indicating your server’ s public IP
    • address. An A record with indicating your server’ s public IP
  • address. A TLS/SSL certification set up on your Ubuntu 18.04 server for your domain name. You can comply with the Let’ s Encrypt on Ubuntu 18.04 guide to get a free TLS/SSL certification.

  • Postfix mail transfer representative set up by following our tutorial How To Install as well as Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A specialized Gmail account with IMAP gain access to enabled, 2-step verification, as well as an Application password created with the Other (Custom-made name) alternative. When you generate the Application password, create it down so that you can utilize it symphonious 5. You will certainly utilize Gmail to set up incoming mail ticket production in OTRS, with Gmail as your IMAPS mailbox. This is simply one technique of configuring inbound mail for OTRS; if you want to explore other choices, take a look at the OTRS paperwork.

Caution: Do not make use of any one of your own active Gmail accounts to set up incoming mail for OTRS. When forwards e-mails to OTRS, all e-mails in the Gmail account are removed. As a result of this, it is a far better alternative to produce a new Gmail account to use particularly for OTRS.

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

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

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

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy After that download the resource archive with the wget command. For this tutorial, you will download variation 6.0.19; you can find the current readily available version on the OTRS download page. wget Duplicate Next , unload the compressed
    • file with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Because OTRS is written in Perl, it uses a variety of Perl modules. Inspect

    • for missing out on modules by utilizing the script

      consisted of with OTRS: sudo/ opt/otrs/bin/ Copy You ll see result similar to this, detailing which components you already have downloaded and also which you are missing:

      • Some components are just required for optional functionality,


        as communication with other databases or handling mail with details personality sets; others are necessary for the program to work

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

        Do not hesitate to experience these modules by hand, or utilize the following command:$ sudo appropriate install 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 setting up these modules, rerun the script to make certain that all the needed modules have
        been installed: sudo/ opt/otrs/bin/ Duplicate Your outcome will now show 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 its

        dependencies installed on your server, you can set up OTRS to make use of Apache as well as MySQL. Step 2– Configuring OTRS, Apache, and also MySQL server In this action, you will produce a system customer for OTRS, and afterwards configure Apache and also MySQL server to collaborate with OTRS. Produce an individual named otrs to run OTRS functions with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS user ‘ otrs Copy- d establishes the customer s residence directory as/ opt/otrs, and -c sets

        the ‘ OTRS user ‘ remark to describe the individual. Next off, add otrs to the

        webserver group: sudo usermod- G www-data otrs Copy 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/ Copy Now, navigate

      to the/ opt/otrs directory site: cd/ opt/otrs Replicate From here, run the script. It will detect the 'right user and team settings and established the documents and also directory authorizations for OTRS. sudo bin/otrs. Copy This

    • will certainly produce the list below outcome:

    Output Establishing consents on/ opt/otrs The proper consents are now established. Next off, activate the apache2 arrangement data and ensure it is packed nevertheless other setups. 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 requires
  • a few Apache components

to be

active for ideal operation. You can activate them by means of the tool a2enmod. Although a few of these have actually currently been enabled, it is a good suggestion to check them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Copy These components make it possible for Apache to work with Perl,

    control HTTP

    headers, press server output, and configure output material filters.

    Reactivate your web server to apply brand-new arrangements: sudo systemctl restart apache2 Duplicate Prior to you most likely to the following step as well as run the web installer, transform some of the MySQL setup setups.

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

    conf.d/ mysqld.cnf Copy Seek the following choices under the [mysqld] area. For max_allowed_packet as well as query_cache_size, change the worths 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 start-up

manuscript and also checks MyISAM tables if required # the very first time they are touched myisam-recover-options= BACKUP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Inquiry Cache Setup # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This changes the

    optimum permitted package dimension and the question cache size so that MySQL can user interface with OTRS. After that include the complying with highlighted additional choices under the [mysqld] section, 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 Copy This sets the data source logfile dimension, figures out the character collection and relation

      , as well as creates an init_connect string to set the

      character set upon starting the MySQL web server.
      Conserve and also shut mysqld.cnf by pressing CTRL+ X, complied with by Y and afterwards ENTER. After that, reboot your MySQL
      web server to apply the new specifications:
      sudo systemctl reboot mysql.service Duplicate Now that you have actually created the otrs customer and also configured
      Apache as well as MySQL to work with OTRS
      , you are ready to utilize the web installer. Step 3-- Utilizing the Internet Installer In this action, you will certainly set up OTRS

      s data source settings in a web browser and also begin the OTRS daemon process on the command line. Open up in your preferred web browser, changing with your domain name. You will certainly locate a welcome screen with the message Welcome to OTRS 6 as well as info concerning the OTRS

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

      to select

      a data source kind. The defaults( MySQL and also Produce a brand-new database for OTRS) are great for your arrangement, so click Next to proceed. On the following display, go into the MySQL qualifications

      that you established during the MySQL server installation. Usage root for the Customer area, then get in the password you developed. Leave the default host worth. Click Check database setups to ensure it

      • works. The installer will produce qualifications

      for the new

      database. There is no requirement to keep in mind this created password. Click Alongside continue. The database will be developed as well as you will see the successful result: Click Next. Next off —, provide the following necessary

      system settings: System FQDN: A totally certified domain. Change with your own domain name. AdminEmail: The e-mail address of your system administrator. E-mails concerning errors with OTRS will certainly go here. Company: Your organization s name. Leave all various other choices at their default worths: Click Next. Currently you will arrive at the Mail Configuration web page. In order to have the ability to send out and obtain emails, you have to set up a mail account. This tutorial will deal with this later on symphonious 5, so click Miss this step. The OTRS setup is now total; you will certainly see a Completed page with a link to the admin panel after Beginning web page, and the qualifications

      of the OTRS very customer afterwards. Make certain you write down the created password for the root@localhost user as well as the LINK for the Beginning web page. The only point left after an effective installment is to begin the OTRS daemon as well as activate its cronjob. Raise the terminal you are using to access your Ubuntu 18.04 web server. The OTRS daemon is responsible for taking care of any type of asynchronous and also reoccuring tasks in OTRS.

      Start it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ begin" Replicate You will certainly see the list below result: Output Manage the OTRS daemon procedure. Daemon began There are

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

      Copy These cron documents are

      utilized to make sure that the OTRS daemon is running. Activate 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 work, utilize the script with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ start" Duplicate You have actually now’set up OTRS

      with the web installer as well as set up its link

      to the MySQL

      database. You additionally started the OTRS daemon on your web server. Next, you will certainly log in to the administrator web interface and secure OTRS. Verdict In this tutorial, you established OTRS as well as developed examination help desk tickets. Now you can approve as well as

      process demands from your customers utilizing both the internet user interface and email. You can learn more about OTRS by checking out the OTRS Admin Manual. If you want to read more concerning just how to utilize MySQL, see our An Introduction to Queries in MySQL article, or discover DigitalOcean s Took care of Databases product.