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

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


OTRS, also known as Open resource Ticket Demand System, is an aid workdesk as well as IT solution administration system. It gives a solitary point of contact for customers, consumers, IT personnel, IT services, and any type of outside organizations. The program is written in Perl, sustains a range of databases (MySQL, PostgreSQL, and so on), and can integrate with LDAP directory sites.

In this tutorial, you will mount OTRS Area Version on an Ubuntu 18.04 web server and also established an easy aid desk system, which will enable you to receive and refine requests from your customers using both the web interface and email.


To complete this tutorial, you will need the following:

  • An Ubuntu 18.04 web server established 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 set up with ufw.

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

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

  • Both of the following DNS records established for your server. You can follow this introduction to DigitalOcean DNS for details on how to add them.

    • An A record with example.com pointing to your server’ s public IP
    • address. An A record with www.example.com pointing to your server’ s public IP

    More Here free HelpDeskZ download At our site

  • address. A TLS/SSL certificate mounted on your Ubuntu 18.04 web server for your domain name. You can comply with the Let’ s Secure on Ubuntu 18.04 guide to obtain a free TLS/SSL certificate.

  • Postfix mail transfer agent set up by following our tutorial How To Mount as well as Configure Postfix on Ubuntu 18.04.

  • ( Optional) A committed Gmail account with IMAP accessibility allowed, 2-step verification, and also an Application password produced with the Various other (Personalized name) option. When you generate the App password, compose it down to ensure that you can utilize it in Step 5. You will use Gmail to set up inbound mail ticket creation in OTRS, with Gmail as your IMAPS mail box. This is simply one technique of setting up inbound mail for OTRS; if you would love to check out various other options, look into the OTRS documents.

Caution: Do not make use of any one of your own energetic Gmail accounts to configure inbound mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all emails in the Gmail account are erased. Because of this, it is a much better option to create a brand-new Gmail account to utilize especially for OTRS.

Step 1 —– Mounting the OTRS Package and also Perl Modules

In this step, you will certainly install OTRS and a set of Perl modules that will certainly increase the system’ s functionality

. OTRS is offered in Ubuntu’ s bundle manager, yet the official paperwork suggests installing OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate Then download the source archive with the wget command. For this tutorial, you will download variation 6.0.19; you can locate the current available version on the OTRS download page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Duplicate Next off , unpack the pressed
    • documents with tar: tar xzf otrs-6.0.19. tar.gz


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

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

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

    • for missing out on components by using the CheckModules.pl script

      consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy You ll see outcome such as this, noting which components you already have actually downloaded as well as which you are missing:

      • Some modules are just needed for optional capability,


        as communication with other data sources or managing mail with certain character sets; others are essential for the program to function

        . Although the recommended commands to download and install these components use apt-get, this tutorial will certainly install the missing components with the suitable command, which is the suggested best technique for Ubuntu 18.04.

        Do not hesitate to experience these components by hand, or utilize the following command:$ sudo proper 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 components, rerun the script to ensure that all the called for components have
        been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your outcome will certainly currently show all the installed modules: 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 and also its

        reliances installed on your server, you can configure OTRS to make use of Apache and also MySQL. Step 2– Setting Up OTRS, Apache, as well as MySQL server In this action, you will certainly produce a system customer for OTRS, and afterwards set up Apache and MySQL server to deal with OTRS. Develop a user called otrs to run OTRS functions with the useradd command: sudo useradd

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

        the ‘ OTRS customer ‘ remark to explain the individual. Next, add otrs to the

        webserver team: sudo usermod- G www-data otrs Copy OTRS features a default config documents/ opt/otrs/Kernel/ Config.pm.dist. Trigger this by copying it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ Config.pm.dist/ opt/otrs/Kernel/ Config.pm Copy Now, navigate

      to the/ opt/otrs directory site: cd/ opt/otrs Duplicate From here, run the otrs.SetPermissions.pl manuscript. It will spot the 'appropriate user as well as team setups as well as set the documents as well as directory approvals for OTRS. sudo bin/otrs. SetPermissions.pl Copy This

    • will certainly generate the following output:

    Output Setting consents on/ opt/otrs The correct authorizations are now set. Next off, trigger the apache2 setup documents and also make sure it is packed nevertheless other configurations. 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 Duplicate OTRS requires
  • a couple of Apache components

to be

energetic for optimum operation. You can activate them by means of the tool a2enmod. Although some of these have currently been allowed, it is an excellent suggestion 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 work with Perl,

    control HTTP

    headers, compress server result, and also set up outcome web content filters.

    Reboot your internet server to use brand-new setups: sudo systemctl reboot apache2 Copy Prior to you most likely to the following action and also run the internet installer, transform several of the MySQL arrangement setups.

  • Open up the MySQL configuration file in your recommended text editor. This tutorial uses nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Replicate Search for the adhering to alternatives under the [mysqld] section. For max_allowed_packet and query_cache_size, transform the values to 64M and also 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 start-up

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

  • query_cache_size= 32M … Copy This changes the

    maximum enabled package size as well as the inquiry cache size to ensure that MySQL can user interface with OTRS. After that add the complying with highlighted extra options 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 Duplicate This establishes the database logfile size, figures out the personality collection and also relation

      , and develops 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, adhered to by Y and then GET IN. Then, reboot your MySQL
      server to use the brand-new criteria:
      sudo systemctl reactivate mysql.service Replicate Since you have created the otrs customer and configured
      Apache and also MySQL to work with OTRS
      , you prepare to utilize the internet installer. Step 3-- Using the Internet Installer In this step, you will certainly set up OTRS

      s data source setups in a web internet browser and also start the OTRS daemon procedure on the command line. Open up https://example.com/otrs/installer.pl in your favorite internet browser, changing example.com with your domain. You will certainly locate a welcome display with the message Welcome to OTRS 6 as well as details regarding the OTRS

      workplaces. Click Next. The following display will have the
      certificate for OTRS, which is the GNU Public License typical to open resource programs. Accept by clicking Accept certificate and also continue'after analysis.
      On the next display, you will certainly be prompted

      to select

      a database type. The defaults( MySQL as well as Produce a brand-new database for OTRS) are great for your setup, so click Next to continue. On the next screen, go into the MySQL qualifications

      that you established during the MySQL server installment. Usage root for the Customer field, after that enter the password you created. Leave the default host value. Click Inspect data source settings to make certain it

      • works. The installer will certainly generate credentials

      for the new

      database. There is no demand to remember this produced password. Click Next to proceed. The data source will certainly be developed and you will see the effective outcome: Click Next. Next —, supply the adhering to required

      system settings: System FQDN: A completely certified domain. Change example.com with your own domain name. AdminEmail: The e-mail address of your system manager. Emails about errors with OTRS will certainly go below. Company: Your company s name. Leave all various other options at their default values: Click Following. Currently you will certainly land on the Mail Arrangement web page. In order to be able to send out as well as receive emails, you need to set up a mail account. This tutorial will certainly look after this later on in Step 5, so click Skip this step. The OTRS installment is now complete; you will see a Completed page with a link to the admin panel after Begin page, and also the credentials

      of the OTRS very customer afterwards. Ensure you jot down the generated password for the root@localhost user as well as the LINK for the Start page. The only point left after a successful installation is to begin the OTRS daemon and activate its cronjob. Bring up the incurable you are using to access your Ubuntu 18.04 web server. The OTRS daemon is responsible for handling any kind of asynchronous and persisting tasks in OTRS.

      Begin it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl begin" Replicate You will see the list below output: Outcome Manage the OTRS daemon procedure. Daemon started There are

      two default cron documents in the/ opt/otrs/var/ cron/ directory. Relocate right into this directory. 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 replicating them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Replicate To arrange these cron work, utilize the manuscript Cron.sh with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh beginning" Copy You have now’set up OTRS

      with the internet installer as well as set up its link

      to the MySQL

      data source. You additionally began the OTRS daemon on your web server. Next, you will visit to the administrator web interface and also protected OTRS. Conclusion In this tutorial, you established OTRS and developed examination assistance desk tickets. Currently you can approve and also

      process demands from your users utilizing both the web user interface and also e-mail. You can learn more about OTRS by checking out the OTRS Admin Manual. If you want to find out more regarding how to make use of MySQL, see our An Intro to Queries in MySQL short article, or explore DigitalOcean s Managed Data sources product.

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