OTRS, likewise referred to as Open source Ticket Request System, is an assistance workdesk and IT service administration system. It supplies a single point of contact for individuals, customers, IT workers, IT solutions, and also any external organizations. The program is written in Perl, supports a selection of databases (MySQL, PostgreSQL, and so on), and also can incorporate with LDAP directory sites.

In this tutorial, you will mount OTRS Neighborhood Version on an Ubuntu 18.04 web server as well as established a basic assistance desk system, which will enable you to obtain and refine demands from your customers utilizing both the web interface and also email.


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

  • An Ubuntu 18.04 server set up by following our Preliminary Server Configuration Guide for Ubuntu 18.04, including a non-root individual with sudo benefits and also a firewall software set up with ufw.

  • Apache as well as MySQL mounted on your Ubuntu web server. Follow action 1 as well as 2 of this guide to set up these.

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

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

    • An A document with indicating your web server’ s public IP
    • address. An A record with pointing to your web server’ s public IP
  • address. A TLS/SSL certification installed on your Ubuntu 18.04 server for your domain. You can comply with the Let’ s Secure on Ubuntu 18.04 guide to obtain a cost-free TLS/SSL certification.

  • Postfix mail transfer agent set up by following our tutorial Just how To Set Up as well as Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A committed Gmail account with IMAP gain access to allowed, 2-step confirmation, and also an Application password generated with the Various other (Custom name) choice. When you create the Application password, write it down to ensure that you can use it in Step 5. You will certainly make use of Gmail to configure inbound mail ticket development in OTRS, with Gmail as your IMAPS mailbox. This is simply one approach of configuring incoming mail for OTRS; if you would love to check out various other options, check out the OTRS documentation.

Warning: Do not make use of any of your very 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 deleted. Because of this, it is a better option to create a new Gmail account to use especially for OTRS.

Step 1 —– Setting Up the OTRS Bundle as well as Perl Modules

In this action, you will certainly install OTRS as well as a collection of Perl modules that will certainly raise the system’ s capability

. OTRS is offered in Ubuntu’ s plan manager, yet the official documentation recommends installing OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy Then download the source archive with the wget command. For this tutorial, you will download version 6.0.19; you can find the most recent offered variation on the OTRS download web page. wget Replicate Next , unbox the pressed
    • data with tar: tar xzf otrs-6.0.19. tar.gz


    Move the components of the archive 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 manuscript

      consisted of with OTRS: sudo/ opt/otrs/bin/ Copy You ll see outcome similar to this, detailing which modules you already have actually downloaded as well as which you are missing out on:

      • Some components are just needed for optional performance,


        as communication with other data sources or managing mail with details character sets; others are necessary for the program to work

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

        Feel free to undergo these components manually, or utilize the adhering to 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 setting up these components, rerun the manuscript to make certain that all the called for components have
        been installed: sudo/ opt/otrs/bin/ Duplicate Your output will certainly currently reveal all the set up components: Output … 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 mounted on your server, you can configure OTRS to utilize Apache and also MySQL. Action 2– Configuring OTRS, Apache, and also MySQL web server In this step, you will create a system customer for OTRS, and after that set up Apache and MySQL web server to collaborate with OTRS. Develop a user named otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS user ‘ otrs Replicate- d establishes the individual s residence directory site as/ opt/otrs, and also -c establishes

        the ‘ OTRS user ‘ remark to define the user. Next off, include otrs to the

        webserver team: sudo usermod- G www-data otrs Replicate 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/ Duplicate Currently, browse

      to the/ opt/otrs directory: cd/ opt/otrs Replicate From here, run the manuscript. It will certainly discover the 'proper customer and team setups as well as established the file and also directory permissions for OTRS. sudo bin/otrs. Replicate This

    • will yield the list below result:

    Output Setting consents on/ opt/otrs The correct consents are currently established. Next, activate the apache2 setup documents and also make certain it is loaded nevertheless 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 Replicate OTRS calls for
  • a few Apache components

to be

energetic for optimum operation. You can trigger them through the tool a2enmod. Although some of these have already been allowed, it is a good idea to examine them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Copy These components allow Apache to collaborate with Perl,

    control HTTP

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

    Restart your internet server to apply new setups: sudo systemctl reboot apache2 Copy Prior to you go to the next action and also run the internet installer, change a few of the MySQL arrangement setups.

  • Open the MySQL setup file in your preferred text editor. This tutorial uses nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Replicate Look for the following alternatives under the [mysqld] area. For max_allowed_packet as well as query_cache_size, transform the values to 64M and 32M respectively, 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 changes

the start-up

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

  • query_cache_size= 32M … Duplicate This readjusts the

    maximum permitted package dimension and also the inquiry cache dimension so that MySQL can user interface with OTRS. Then include the following highlighted extra options 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 Duplicate This sets the database logfile dimension, establishes the personality set and relation

      , and develops an init_connect string to set the

      character set upon beginning the MySQL server.
      Save and also shut mysqld.cnf by pushing CTRL+ X, followed by Y and afterwards ENTER. After that, restart your MySQL
      web server to use the brand-new parameters:
      sudo systemctl reactivate mysql.service Replicate Now that you have actually created the otrs customer and set up
      Apache and also MySQL to collaborate with OTRS
      , you are ready to use the internet installer. Step 3-- Using the Web Installer In this step, you will set up OTRS

      s database settings in an internet browser and start the OTRS daemon process on the command line. Open up in your preferred web browser, changing with your domain name. You will certainly discover a welcome screen with the message Welcome to OTRS 6 as well as information concerning the OTRS

      workplaces. Click Next. The next screen will have the
      permit for OTRS, which is the GNU Public Permit usual to open resource programs. Approve by clicking Accept certificate and proceed'after reading.
      On the next screen, you will certainly be prompted

      to select

      a data source kind. The defaults( MySQL and also Develop a brand-new data source for OTRS) are fine for your arrangement, so click Next to proceed. On the next screen, enter the MySQL qualifications

      that you established throughout the MySQL web server installment. Usage favor the User field, after that get in the password you created. Leave the default host worth. Click Check data source settings to ensure it

      • functions. The installer will generate credentials

      for the new

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

      system setups: System FQDN: A fully qualified domain name. Replace with your own domain name. AdminEmail: The e-mail address of your system manager. E-mails about errors with OTRS will go here. Company: Your company s name. Leave all other options at their default values: Click Next. Currently you will certainly land on the Mail Setup web page. In order to be able to send and get emails, you have to set up a mail account. This tutorial will deal with this later on in Step 5, so click Skip this action. The OTRS installment is currently complete; you will see a Completed web page with a link to the admin panel after Begin page, and the qualifications

      of the OTRS extremely individual after that. Make sure you make a note of the generated password for the root@localhost user and also the URL for the Start page. The only thing left after a successful setup is to start the OTRS daemon and also activate its cronjob. Raise the incurable you are making use of to access your Ubuntu 18.04 web server. The OTRS daemon is accountable for handling any asynchronous and also recurring tasks in OTRS.

      Beginning it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ begin" Duplicate You will see the list below result: Outcome Take care of the OTRS daemon process. Daemon began There are

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

      Replicate These cron documents are

      utilized to make certain that the OTRS daemon is running. Trigger them

      • by replicating them without the. dist filename expansion. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Copy To schedule these cron jobs, use the manuscript with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ begin" Copy You have currently’mounted OTRS

      with the internet installer and set up its link

      to the MySQL

      data source. You also began the OTRS daemon on your server. Next, you will visit to the manager web interface and also secure OTRS. Final thought In this tutorial, you established OTRS and also produced test aid workdesk tickets. Now you can approve as well as

      process requests from your customers using both the web user interface and email. You can discover more concerning OTRS by reviewing the OTRS Admin Handbook. If you wish to learn more regarding how to make use of MySQL, see our An Intro to Queries in MySQL article, or explore DigitalOcean s Handled Data sources item.