OTRS, additionally referred to as Open resource Ticket Demand System, is an aid desk as well as IT service management system. It offers a single factor of get in touch with for users, clients, IT personnel, IT services, and any kind of outside companies. The program is written in Perl, supports a range of data sources (MySQL, PostgreSQL, etc.), as well as can integrate with LDAP directory sites.

In this tutorial, you will certainly install OTRS Community Edition on an Ubuntu 18.04 web server and established a straightforward help desk system, which will certainly enable you to receive and process requests from your customers utilizing both the internet user interface as well as email.


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

  • An Ubuntu 18.04 server established by following our Preliminary Server Arrangement Overview for Ubuntu 18.04, including a non-root customer with sudo opportunities and also a firewall software configured with ufw.

  • Apache as well as MySQL mounted on your Ubuntu server. Comply with step 1 as well as 2 of this guide to set up these.

  • A fully registered domain. This tutorial will certainly use throughout. You can purchase a domain on Namecheap, obtain one for free on Freenom, or use the domain registrar of your choice.

  • Both of the following DNS records set up for your web server. You can follow this introduction to DigitalOcean DNS for details on just how to add can find more here HelpDeskZ for Window from Our Articles

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

  • Postfix mail transfer representative established by following our tutorial Exactly how To Install and also Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A dedicated Gmail account with IMAP gain access to enabled, 2-step confirmation, and also an Application password created with the Various other (Custom name) alternative. When you create the App password, compose it down to ensure that you can utilize it in Step 5. You will use Gmail to configure inbound mail ticket creation in OTRS, with Gmail as your IMAPS mailbox. This is just one approach of setting up incoming mail for OTRS; if you want to explore other options, have a look at the OTRS paperwork.

Warning: Do not make use of any one of your very own active Gmail accounts to set up inbound mail for OTRS. When forwards emails to OTRS, all emails in the Gmail account are deleted. As a result of this, it is a better alternative to develop a new Gmail account to make use of specifically for OTRS.

Step 1 —– Setting Up the OTRS Plan and also Perl Modules

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

. OTRS is readily available in Ubuntu’ s plan supervisor, but the main documents recommends installing OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy Then download and install the source archive with the wget command. For this tutorial, you will download and install version 6.0.19; you can locate the latest readily available version on the OTRS download web page. wget Duplicate Next off , unload the compressed
    • file 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 Duplicate

    Since OTRS is written in Perl, it makes use of a number of Perl components. Check

    • for missing components by using the script

      included with OTRS: sudo/ opt/otrs/bin/ Copy You ll see result like this, noting which components you currently have actually downloaded and install as well as which you are missing:

      • Some components are only required for optional performance,


        as interaction with various other data sources or dealing with mail with particular personality collections; others are needed for the program to work

        . Although the suggested commands to download these modules use apt-get, this tutorial will set up the missing modules with the appropriate command, which is the suggested finest technique for Ubuntu 18.04.

        Do not hesitate to go through these modules manually, or make use of the adhering to 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 installing these components, rerun the manuscript to make certain that all the required components have
        been installed: sudo/ opt/otrs/bin/ Replicate Your result will now reveal all the set up 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) Since you have

        OTRS as well as its

        dependencies installed on your server, you can set up OTRS to utilize Apache as well as MySQL. Action 2– Setting Up OTRS, Apache, as well as MySQL web server In this action, you will create a system individual for OTRS, and after that set up Apache and also MySQL web server to deal with OTRS. Create a customer called otrs to run OTRS features with the useradd command: sudo useradd

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

        the ‘ OTRS user ‘ remark to define the user. Next, 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 duplicating it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Replicate Currently, browse

      to the/ opt/otrs directory: cd/ opt/otrs Replicate From here, run the script. It will certainly spot the 'right customer and team settings as well as set the documents as well as directory site consents for OTRS. sudo bin/otrs. Duplicate This

    • will produce the list below result:

    Result Establishing permissions on/ opt/otrs The appropriate permissions are currently established. Next off, turn on the apache2 setup documents and also make certain it is packed after all 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 calls for
  • a few Apache modules

to be

active for ideal operation. You can trigger them using the device a2enmod. Although a few of these have actually already been allowed, it is a good idea to inspect them all: sudo a2enmod

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

    control HTTP

    headers, press web server output, as well as configure result web content filters.

    Reactivate your web server to apply brand-new configurations: sudo systemctl reboot apache2 Duplicate Before you most likely to the following step and run the internet installer, transform several of the MySQL arrangement settings.

  • Open the MySQL arrangement documents in your recommended text editor. This tutorial uses nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Replicate Seek the adhering to options under the [mysqld] area. For max_allowed_packet and also query_cache_size, transform the values to 64M and also 32M specifically, 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 replaces

the start-up

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

  • query_cache_size= 32M … Duplicate This adjusts the

    maximum enabled packet dimension as well as the inquiry cache size to make sure that MySQL can interface with OTRS. After that include the following highlighted added 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 Replicate This sets the data source logfile dimension, figures out the character collection and relation

      , as well as produces an init_connect string to set the

      character set upon beginning the MySQL server.
      Save as well as shut mysqld.cnf by pressing CTRL+ X, adhered to by Y and after that GO INTO. Then, reboot your MySQL
      server to apply the new specifications:
      sudo systemctl restart mysql.service Duplicate Since you have produced the otrs individual and also configured
      Apache and also MySQL to deal with OTRS
      , you prepare to use the web installer. Action 3-- Utilizing the Internet Installer In this action, you will configure OTRS

      s database settings in an internet browser and start the OTRS daemon procedure on the command line. Open in your favorite web browser, changing with your domain name. You will certainly discover a welcome display with the message Invite to OTRS 6 and information concerning the OTRS

      offices. Click Next. The following display will have the
      certificate for OTRS, which is the GNU General Public Certificate common to open up resource programs. Accept by clicking Accept certificate as well as proceed'after analysis.
      On the next display, you will be motivated

      to pick

      a data source type. The defaults( MySQL and Create a brand-new database for OTRS) are great for your configuration, so click Alongside proceed. On the following screen, go into the MySQL credentials

      that you set up during the MySQL server setup. Usage root for the User area, after that go into the password you produced. Leave the default host worth. Click Inspect database settings to make sure it

      • works. The installer will generate credentials

      for the new

      data source. There is no need to keep in mind this produced password. Click Next to continue. The database will be developed as well as you will see the successful outcome: Click Following. Next off —, give the adhering to necessary

      system setups: System FQDN: A totally qualified domain. Replace with your own domain. AdminEmail: The e-mail address of your system administrator. E-mails concerning errors with OTRS will go below. Organization: Your company s name. Leave all various other options at their default worths: Click Following. Now you will certainly arrive on the Mail Setup page. In order to have the ability to send and obtain e-mails, you have to configure a mail account. This tutorial will take care of this later in Step 5, so click Miss this step. The OTRS setup is currently total; you will certainly see a Finished page with a web link to the admin panel after Beginning page, and the qualifications

      of the OTRS incredibly customer after that. Make certain you list the created password for the root@localhost user and the LINK for the Begin web page. The only thing left after an effective setup is to start the OTRS daemon and also activate its cronjob. Bring up the incurable you are utilizing to access your Ubuntu 18.04 web server. The OTRS daemon is accountable for taking care of any asynchronous and also repeating jobs in OTRS.

      Start it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ start" Copy You will see the following outcome: Output Take care of the OTRS daemon process. Daemon started There are

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

      Duplicate These cron documents are

      used to see to it 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 arrange these cron tasks, use the manuscript with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ begin" Duplicate You have currently’set up OTRS

      with the web installer as well as established its link

      to the MySQL

      data source. You likewise started the OTRS daemon on your server. Next, you will certainly visit to the manager web user interface and also secure OTRS. Conclusion In this tutorial, you established OTRS as well as created examination aid workdesk tickets. Now you can approve and also

      refine demands from your users making use of both the web user interface as well as e-mail. You can find out more regarding OTRS by reading the OTRS Admin Manual. If you intend to find out more regarding exactly how to use MySQL, see our An Introduction to Queries in MySQL article, or discover DigitalOcean s Took care of Data sources product.