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

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OTRS, additionally known as Open resource Ticket Demand System, is an assistance workdesk and IT service administration system. It offers a solitary point of get in touch with for users, consumers, IT workers, IT solutions, and also any type of outside companies. The program is written in Perl, sustains a selection of data sources (MySQL, PostgreSQL, and so on), as well as can integrate with LDAP directories.

In this tutorial, you will certainly install OTRS Community Edition on an Ubuntu 18.04 web server and established a straightforward help workdesk system, which will permit you to obtain and refine demands from your customers using both the web user interface and also e-mail.


To finish this tutorial, you will require the following:

  • An Ubuntu 18.04 server set up by following our Preliminary Web Server Setup Overview for Ubuntu 18.04, consisting of a non-root individual with sudo privileges and a firewall software set up with ufw.

  • Apache and MySQL mounted on your Ubuntu web server. Follow action 1 and also 2 of this guide to configure these.

  • A totally registered domain. This tutorial will use example.com throughout. You can purchase a domain on Namecheap, get one free of charge on Freenom, or make use of the domain registrar of your option.

  • Both of the following DNS records established for your web server. You can adhere to this intro to DigitalOcean DNS for information on how to include them.Read about https://freewindows10download.com/soft/helpdeskz At website

    • An A document with example.com pointing to your web server’ s public IP
    • address. An A record with www.example.com indicating your server’ s public IP
  • address. A TLS/SSL certification installed on your Ubuntu 18.04 server for your domain name. You can comply with the Let’ s Encrypt on Ubuntu 18.04 guide to get a totally free TLS/SSL certification.

  • Postfix mail transfer agent established by following our guide Exactly how To Install as well as Configure Postfix on Ubuntu 18.04.

  • ( Optional) A dedicated Gmail account with IMAP gain access to made it possible for, 2-step confirmation, and an Application password created with the Various other (Customized name) alternative. When you produce the App password, compose it down so that you can use it in Step 5. You will make use of Gmail to set up inbound mail ticket production in OTRS, with Gmail as your IMAPS mailbox. This is simply one technique of configuring inbound mail for OTRS; if you want to discover other alternatives, check out the OTRS paperwork.

Warning: 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. Due to this, it is a better choice to create a new Gmail account to make use of especially for OTRS.

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

In this action, you will certainly set up OTRS and a collection of Perl components that will raise the system’ s functionality

. OTRS is offered in Ubuntu’ s package manager, yet the official documentation suggests setting up OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Replicate Then download the source archive with the wget command. For this tutorial, you will download variation 6.0.19; you can locate the current offered version on the OTRS download and install page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Copy Next , unpack the compressed
    • data with tar: tar xzf otrs-6.0.19. tar.gz


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

  • directory site: sudo mv otrs-6.0.19/ opt/otrs Copy

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

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

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate You ll see output like this, detailing which components you already have actually downloaded as well as which you are missing:

      • Some modules are only needed for optional capability,


        as communication with various other data sources or taking care of mail with certain character collections; others are needed for the program to function

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

        Do not hesitate to experience these components manually, or use the complying with command:$ sudo appropriate 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 installing these modules, rerun the script to make certain that all the required modules have actually
        been installed: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your output will certainly now show all the mounted 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 and its

        dependences installed on your web server, you can configure OTRS to use Apache as well as MySQL. Action 2– Configuring OTRS, Apache, and also MySQL server In this action, you will create a system customer for OTRS, and afterwards set up Apache and MySQL server to work with OTRS. Develop a customer named otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS customer ‘ otrs Duplicate- d sets the customer s home directory site as/ opt/otrs, and -c sets

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

        webserver group: sudo usermod- G www-data otrs Replicate OTRS includes 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 Replicate Now, browse

      to the/ opt/otrs directory site: cd/ opt/otrs Copy From here, run the otrs.SetPermissions.pl manuscript. It will find the 'appropriate individual and also group settings and set the file as well as directory site authorizations for OTRS. sudo bin/otrs. SetPermissions.pl Replicate This

    • will yield the list below output:

    Outcome Establishing authorizations on/ opt/otrs The right permissions are now set. Next, trigger the apache2 arrangement data and also ensure it is loaded besides various 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 Replicate OTRS calls for
  • a few Apache modules

to be

active for optimal procedure. You can activate them using the tool a2enmod. Although a few of these have already been made it possible for, it is a great suggestion to check them all: sudo a2enmod

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

    control HTTP

    headers, compress web server outcome, and configure output material filters.

    Reactivate your internet server to apply new arrangements: sudo systemctl reboot apache2 Copy Before you most likely to the next action and also run the internet installer, change some of the MySQL setup setups.

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

    conf.d/ mysqld.cnf Copy Look for the complying with choices under the [mysqld] area. For max_allowed_packet and query_cache_size, change 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 startup

manuscript and 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 # # * Query Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Copy This adjusts the

    maximum enabled package size and the question cache dimension to make sure that MySQL can interface with OTRS. Then add the following 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Copy This sets the database logfile size, identifies the personality set and also relation

      , as well as creates an init_connect string to establish the

      character set upon beginning the MySQL web server.
      Conserve as well as shut mysqld.cnf by pushing CTRL+ X, complied with by Y and then GO INTO. After that, restart your MySQL
      server to apply the new criteria:
      sudo systemctl restart mysql.service Replicate Now that you have actually developed the otrs user and set up
      Apache and MySQL to deal with OTRS
      , you are ready to make use of the web installer. Action 3-- Utilizing the Web Installer In this step, you will set up OTRS

      s database setups in an internet browser and start the OTRS daemon process on the command line. Open up https://example.com/otrs/installer.pl in your favorite web internet browser, changing example.com with your domain. You will locate a welcome display with the message Invite to OTRS 6 and information about the OTRS

      offices. Click Next. The next screen will have the
      certificate for OTRS, which is the GNU General Public Certificate usual to open up source programs. Approve by clicking Accept permit and continue'after reading.
      On the following display, you will certainly be motivated

      to choose

      a data source kind. The defaults( MySQL as well as Create a brand-new data source for OTRS) are fine for your arrangement, so click Next to continue. On the next display, get in the MySQL qualifications

      that you set up throughout the MySQL web server installation. Use favor the Customer area, after that enter the password you created. Leave the default host worth. Click Inspect data source setups to make sure it

      • functions. The installer will generate qualifications

      for the new

      database. There is no requirement to remember this created password. Click Next to continue. The database will certainly be developed as well as you will certainly see the successful result: Click Following. Next off —, supply the following necessary

      system setups: System FQDN: A completely certified domain name. Change example.com with your own domain. AdminEmail: The e-mail address of your system administrator. E-mails about errors with OTRS will go here. Organization: Your company s name. Leave all other alternatives at their default worths: Click Following. Now you will arrive on the Mail Configuration web page. In order to have the ability to send and get e-mails, you need to set up a mail account. This tutorial will look after this later symphonious 5, so click Miss this action. The OTRS installation is currently complete; you will see a Completed web page with a link to the admin panel after Beginning web page, and the credentials

      of the OTRS super user after that. See to it you list the generated password for the root@localhost user and the LINK for the Begin web page. The only point left after a successful installment is to start the OTRS daemon and activate its cronjob. Raise the terminal you are utilizing to access your Ubuntu 18.04 web server. The OTRS daemon is responsible for dealing with any kind of asynchronous and also persisting jobs in OTRS.

      Begin it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Replicate You will see the list below result: Outcome Take care of the OTRS daemon procedure. Daemon began There are

      2 default cron documents in the/ opt/otrs/var/ cron/ directory. Move right into this directory. cd/ opt/otrs/var/ cron

      Copy These cron documents are

      made use of to see to it that the OTRS daemon is running. Activate them

      • by duplicating 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 work, use the manuscript Cron.sh with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh start" Replicate You have now’set up OTRS

      with the internet installer and established its connection

      to the MySQL

      data source. You additionally started the OTRS daemon on your server. Next, you will visit to the administrator internet interface and protected OTRS. Conclusion In this tutorial, you established OTRS and also developed test assistance workdesk tickets. Now you can approve and

      refine demands from your individuals making use of both the web interface as well as email. You can discover more regarding OTRS by checking out the OTRS Admin Handbook. If you want to find out more concerning how to use MySQL, see our An Intro to Queries in MySQL article, or check out DigitalOcean s Took care of Databases product.

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