OTRS, also called Open source Ticket Request System, is a help workdesk as well as IT service management system. It offers a solitary factor of call for customers, customers, IT employees, IT services, and also any kind of exterior organizations. The program is written in Perl, sustains a variety of databases (MySQL, PostgreSQL, and so on), as well as can incorporate with LDAP directory sites.

In this tutorial, you will install OTRS Area Version on an Ubuntu 18.04 web server as well as established an easy help workdesk system, which will allow you to obtain and refine requests from your consumers making use of both the internet interface as well as e-mail.


To finish this tutorial, you will need the following:

  • An Ubuntu 18.04 server set up by following our Initial Server Setup Guide for Ubuntu 18.04, including a non-root user with sudo privileges and a firewall configured with ufw.

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

  • A totally signed up domain. This tutorial will use throughout. You can acquire a domain on Namecheap, get one totally free on Freenom, or utilize the domain registrar of your option.

  • Both of the complying with DNS documents set up for your web server. You can comply with this intro to DigitalOcean DNS for information on just how to include them.

    • An A record with pointing to your web server’ s public IP
    • address. An A document with pointing to your web server’ s public IP

    follow the link HelpDeskZ free download At our site

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

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

  • ( Optional) A committed Gmail account with IMAP access enabled, 2-step confirmation, and also an Application password created with the Other (Personalized name) option. When you generate the Application password, create it down to make sure that you can utilize it in Step 5. You will make use of Gmail to configure inbound mail ticket production in OTRS, with Gmail as your IMAPS mail box. This is simply one technique of configuring inbound mail for OTRS; if you want to explore other options, check out the OTRS documents.

Caution: Do not make use of any of your own active Gmail accounts to set up incoming mail for OTRS. When forwards emails to OTRS, all emails in the Gmail account are erased. Due to this, it is a better choice to develop a brand-new Gmail account to make use of especially for OTRS.

Step 1 —– Mounting the OTRS Plan as well as Perl Modules

In this step, you will certainly install OTRS as well as a set of Perl modules that will certainly boost the system’ s capability

. OTRS is offered in Ubuntu’ s plan supervisor, but the official documentation suggests setting up OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy After that download and install the resource archive with the wget command. For this tutorial, you will download and install version 6.0.19; you can discover the latest available variation on the OTRS download page. wget Replicate Next , unpack the pressed
    • documents with tar: tar xzf otrs-6.0.19. tar.gz


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

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

    Because OTRS is written in Perl, it makes use of a variety of Perl components. Examine

    • for missing out on modules by utilizing the manuscript

      included with OTRS: sudo/ opt/otrs/bin/ Duplicate You ll see result such as this, providing which modules you currently have downloaded and which you are missing out on:

      • Some modules are only required for optional capability,


        as communication with other databases or managing mail with certain personality 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 install the missing out on modules with the suitable command, which is the recommended best method for Ubuntu 18.04.

        Feel free to undergo these modules by hand, or make use of the adhering to command:$ sudo apt 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 components, rerun the manuscript to see to it that all the needed components have
        been mounted: sudo/ opt/otrs/bin/ Copy Your outcome will now show all the mounted 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

        dependencies mounted on your web server, you can configure OTRS to use Apache and MySQL. Action 2– Configuring OTRS, Apache, and MySQL web server In this step, you will certainly produce a system user for OTRS, and after that set up Apache and also MySQL web server to deal with OTRS. Create a user called otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS customer ‘ otrs Copy- d establishes the user s house directory as/ opt/otrs, as well as -c establishes

        the ‘ OTRS individual ‘ comment to explain the user. Next off, include otrs to the

        webserver team: sudo usermod- G www-data otrs Duplicate OTRS includes a default config data/ opt/otrs/Kernel/ Trigger this by copying it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Replicate Now, browse

      to the/ opt/otrs directory: cd/ opt/otrs Copy From here, run the script. It will certainly find the 'correct customer as well as team settings and also established the documents and also directory site consents for OTRS. sudo bin/otrs. Duplicate This

    • will generate the following result:

    Output Establishing permissions on/ opt/otrs The right approvals are now established. Next, trigger the apache2 arrangement file as well as ensure it is loaded nevertheless various 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 Copy OTRS requires
  • a few Apache components

to be

energetic for optimal operation. You can activate them by means of the tool a2enmod. Although a few of these have currently been enabled, it is an excellent idea to inspect them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Copy These modules make it possible for Apache to collaborate with Perl,

    control HTTP

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

    Reboot your web server to apply brand-new configurations: sudo systemctl restart apache2 Replicate Prior to you go to the next step and run the web installer, transform some of the MySQL configuration settings.

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

    conf.d/ mysqld.cnf Copy Search for the adhering to choices under the [mysqld] section. For max_allowed_packet as well as query_cache_size, alter the worths to 64M as well as 32M respectively, as highlighted in the adhering to code block:/ etc/mysql/mysql. conf.d/

  • mysqld.cnf … max_allowed_packet= 64M thread_stack= 192K thread_cache_size= 8 # This replaces

the startup

manuscript and checks MyISAM tables if required # the initial time they are touched myisam-recover-options= BACK-UP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Inquiry Cache Setup # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This adjusts the

    maximum permitted package size as well as the query cache size to ensure that MySQL can interface with OTRS. After that add the following highlighted extra choices 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 data source logfile dimension, determines the character collection and also collation

      , as well as develops an init_connect string to set the

      personality set upon starting the MySQL web server.
      Conserve and also close mysqld.cnf by pushing CTRL+ X, complied with by Y and then GET IN. Then, restart your MySQL
      server to use the brand-new parameters:
      sudo systemctl reboot mysql.service Replicate Now that you have created the otrs customer and configured
      Apache and also MySQL to collaborate with OTRS
      , you prepare to make use of the internet installer. Action 3-- Making Use Of the Web Installer In this step, you will set up OTRS

      s data source settings in a web browser and also start the OTRS daemon procedure on the command line. Open in your preferred internet browser, replacing with your domain. You will certainly discover a welcome screen with the message Welcome to OTRS 6 as well as details regarding the OTRS

      workplaces. Click Next. The following screen will have the
      certificate for OTRS, which is the GNU General Public Permit usual to open source programs. Accept by clicking Accept license and also continue'after analysis.
      On the following screen, you will be motivated

      to select

      a data source kind. The defaults( MySQL and also Produce a brand-new database for OTRS) are great for your setup, so click Alongside continue. On the next display, go into the MySQL credentials

      that you established throughout the MySQL web server installation. Usage root for the Customer field, then get in the password you created. Leave the default host value. Click Check data source setups to ensure it

      • functions. The installer will certainly generate credentials

      for the brand-new

      data source. There is no demand to remember this created password. Click Beside proceed. The database will be created and you will certainly see the effective outcome: Click Following. Next off —, offer the complying with required

      system setups: System FQDN: A totally qualified domain. Change with your own domain name. AdminEmail: The e-mail address of your system manager. Emails concerning mistakes with OTRS will certainly go here. Organization: Your company s name. Leave all various other alternatives at their default worths: Click Next. Currently you will land on the Mail Arrangement page. In order to be able to send out and also get e-mails, you need to set up a mail account. This tutorial will care for this later on in Step 5, so click Avoid this action. The OTRS installation is currently full; you will see a Completed web page with a web link to the admin panel after Begin page, and also the qualifications

      of the OTRS super user afterwards. Make certain you write down the generated password for the root@localhost user and also the LINK for the Beginning web page. The only thing left after a successful setup is to begin the OTRS daemon and activate its cronjob. Raise the terminal you are making use of to access your Ubuntu 18.04 server. The OTRS daemon is accountable for handling any asynchronous as well as persisting tasks in OTRS.

      Beginning it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ beginning" Replicate You will see the following output: Result Handle the OTRS daemon procedure. Daemon began There are

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

      Duplicate These cron documents are

      used to make certain 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 Copy To set up these cron tasks, use the script with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ start" Copy You have actually currently’installed OTRS

      with the web installer as well as set up its connection

      to the MySQL

      data source. You likewise began the OTRS daemon on your web server. Next, you will certainly visit to the administrator web interface and also safe and secure OTRS. Conclusion In this tutorial, you established OTRS and also created examination aid desk tickets. Now you can accept and

      refine requests from your individuals making use of both the web interface as well as email. You can learn more regarding OTRS by reading the OTRS Admin Manual. If you wish to learn more about how to utilize MySQL, see our An Intro to Queries in MySQL short article, or check out DigitalOcean s Took care of Databases product.