Just how To Establish an Assistance Desk System with OTRS on Ubuntu 18.04

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November 18, 2020
Just how To Establish an Assistance Workdesk System with OTRS on Ubuntu 18.04
November 18, 2020


OTRS, likewise referred to as Open resource Ticket Request System, is an aid desk as well as IT service monitoring system. It provides a solitary point of call for customers, consumers, IT personnel, IT solutions, as well as any type of outside companies. The program is written in Perl, sustains a variety of databases (MySQL, PostgreSQL, and so on), as well as can integrate with LDAP directories.

In this tutorial, you will set up OTRS Area Edition on an Ubuntu 18.04 web server as well as set up a basic help workdesk system, which will certainly allow you to obtain and process demands from your clients making use of both the web interface and 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, including a non-root individual with sudo privileges and a firewall software set up with ufw.

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

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

  • Both of the complying with DNS records established for your web server. You can follow this intro to DigitalOcean DNS for details on just how to include them.follow the link https://freewindows10download.com/soft/helpdeskz At our site

    • An A record with example.com indicating your server’ s public IP
    • address. An A record with www.example.com indicating your server’ s public IP
  • address. A TLS/SSL certificate installed on your Ubuntu 18.04 server for your domain. You can adhere to the Let’ s Secure on Ubuntu 18.04 overview to get a free TLS/SSL certificate.

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

  • ( Optional) A devoted Gmail account with IMAP accessibility made it possible for, 2-step confirmation, as well as an App password created with the Various other (Custom name) option. When you produce the App password, create it down to ensure that you can utilize it in Step 5. You will use Gmail to set up incoming mail ticket production in OTRS, with Gmail as your IMAPS mail box. This is just one method of setting up incoming mail for OTRS; if you want to discover various other alternatives, take a look at the OTRS documents.

Caution: Do not use any of your own active Gmail accounts to configure incoming mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all e-mails in the Gmail account are deleted. As a result of this, it is a much better alternative to produce a new Gmail account to make use of especially for OTRS.

Action 1 —– Mounting the OTRS Package as well as Perl Modules

In this action, you will certainly set up OTRS and also a collection of Perl modules that will certainly increase the system’ s performance

. OTRS is offered in Ubuntu’ s plan manager, but the official documentation suggests installing OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download and install the source archive with the wget command. For this tutorial, you will download variation 6.0.19; you can locate the latest available variation on the OTRS download page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Copy Next , unbox the compressed
    • documents 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

    Due to the fact that OTRS is written in Perl, it makes use of a variety of Perl modules. Examine

    • for missing components by using the CheckModules.pl script

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate You ll see outcome such as this, listing which modules you already have downloaded and which you are missing out on:

      • Some components are only required for optional functionality,


        as communication with other data sources or handling mail with particular character collections; others are needed for the program to function

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

        Do not hesitate to experience these modules manually, or make use of the complying with command:$ sudo apt 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 components, rerun the manuscript to ensure that all the needed components have actually
        been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your outcome will currently 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) Since you have

        OTRS and also its

        reliances installed on your server, you can configure OTRS to make use of Apache as well as MySQL. Step 2– Setting Up OTRS, Apache, and also MySQL web server In this action, you will produce a system customer for OTRS, and after that configure Apache as well as MySQL server to collaborate with OTRS. Create a user named otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS individual ‘ otrs Copy- d sets the individual s house directory site as/ opt/otrs, and -c sets

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

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

      to the/ opt/otrs directory site: cd/ opt/otrs Duplicate From here, run the otrs.SetPermissions.pl script. It will certainly discover the 'right individual as well as group setups and set the data and directory site authorizations for OTRS. sudo bin/otrs. SetPermissions.pl Duplicate This

    • will certainly yield the following output:

    Result Establishing approvals on/ opt/otrs The proper consents are currently established. Next off, activate the apache2 arrangement data and also make certain it is packed besides 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 requires
  • a couple of Apache components

to be

energetic for optimal procedure. You can trigger them by means of the device a2enmod. Although several of these have already been made it possible for, it is a great suggestion to examine them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Duplicate These modules allow Apache to work with Perl,

    control HTTP

    headers, press web server result, and also set up output material filters.

    Reboot your internet server to use brand-new arrangements: sudo systemctl reactivate apache2 Copy Prior to you most likely to the following action as well as run the internet installer, change a few of the MySQL setup setups.

  • Open up the MySQL arrangement documents in your preferred full-screen editor. This tutorial utilizes nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Copy Seek the adhering to options 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 replaces

the startup

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

  • query_cache_size= 32M … Duplicate This readjusts the

    maximum allowed packet dimension and also the question cache size to ensure that MySQL can interface with OTRS. Then include the complying with highlighted extra 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 = ‘ COLLECTION NAMES utf8 ‘. character-set-server= utf8 Copy This sets the data source logfile size, determines the personality set and relation

      , and creates an init_connect string to set the

      personality set upon beginning the MySQL web server.
      Conserve and shut mysqld.cnf by pushing CTRL+ X, followed by Y and then ENTER. Then, restart your MySQL
      web server to use the brand-new parameters:
      sudo systemctl reactivate mysql.service Duplicate Now that you have developed the otrs user and also set up
      Apache and also MySQL to work with OTRS
      , you are ready to use the internet installer. Step 3-- Utilizing the Internet Installer In this step, you will certainly set up OTRS

      s data source setups in a web internet browser as well as begin the OTRS daemon process on the command line. Open https://example.com/otrs/installer.pl in your preferred web internet browser, replacing example.com with your domain. You will certainly find a welcome screen with the message Welcome to OTRS 6 and also information concerning the OTRS

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

      to select

      a database kind. The defaults( MySQL and also Produce a new data source for OTRS) are fine for your setup, so click Beside proceed. On the next screen, enter the MySQL credentials

      that you set up during the MySQL web server setup. Use root for the User area, after that go into the password you developed. Leave the default host value. Click Examine data source settings to make sure it

      • works. The installer will certainly generate credentials

      for the brand-new

      data source. There is no requirement to remember this generated password. Click Beside continue. The database will certainly be developed and also you will see the effective outcome: Click Next. Next —, supply the following necessary

      system settings: System FQDN: A totally certified domain. Change example.com with your very own domain. AdminEmail: The email address of your system manager. E-mails concerning errors with OTRS will certainly go right here. Organization: Your organization s name. Leave all various other alternatives at their default worths: Click Following. Currently you will certainly come down on the Mail Configuration page. In order to have the ability to send and get emails, you have to set up a mail account. This tutorial will certainly look after this later in Step 5, so click Miss this step. The OTRS installation is currently total; you will certainly see a Finished web page with a link to the admin panel after Begin page, as well as the credentials

      of the OTRS super user after that. Make certain you list the produced password for the root@localhost user and also the URL for the Start page. The only point left after an effective installment is to start the OTRS daemon as well as activate its cronjob. Bring up the terminal you are making use of to access your Ubuntu 18.04 web server. The OTRS daemon is in charge of dealing with any type of asynchronous and also repeating tasks in OTRS.

      Begin it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl beginning" Replicate You will certainly see the following outcome: Outcome Handle the OTRS daemon process. Daemon began There are

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

      Replicate These cron data are

      used to ensure that the OTRS daemon is running. Trigger them

      • by replicating them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Duplicate To set up these cron work, use the manuscript Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh beginning" Duplicate You have actually now’set up OTRS

      with the internet installer as well as set up its connection

      to the MySQL

      database. You likewise began the OTRS daemon on your server. Next, you will log in to the administrator internet interface and also secure OTRS. Final thought In this tutorial, you established OTRS and created test aid workdesk tickets. Currently you can approve and

      process requests from your individuals utilizing both the web interface and also e-mail. You can learn more concerning OTRS by reading the OTRS Admin Manual. If you intend to learn more concerning exactly how to make use of MySQL, see our An Introduction to Queries in MySQL article, or discover DigitalOcean s Took care of Data sources item.

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