OTRS, likewise referred to as Open resource Ticket Demand System, is an assistance desk and also IT service monitoring system. It provides a single point of call for individuals, consumers, IT workers, IT solutions, as well as any kind of exterior organizations. The program is written in Perl, sustains a selection of databases (MySQL, PostgreSQL, etc.), and also can integrate with LDAP directories.

In this tutorial, you will certainly set up OTRS Community Edition on an Ubuntu 18.04 web server and set up a basic assistance desk system, which will permit you to obtain and process demands from your customers making use of both the internet interface and email.


To finish this tutorial, you will require the following:

  • An Ubuntu 18.04 server set up by following our Preliminary Web Server Configuration Guide for Ubuntu 18.04, including a non-root individual with sudo opportunities as well as a firewall configured with ufw.

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

  • A totally registered domain. This tutorial will use throughout. You can acquire a domain name on Namecheap, get one totally free on Freenom, or use the domain registrar of your choice.

  • Both of the complying with DNS records established for your server. You can adhere to this intro to DigitalOcean DNS for details on how to include them.

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

    Read about HelpDeskZ free download At website

  • address. A TLS/SSL certification set up on your Ubuntu 18.04 web server for your domain. You can adhere to the Let’ s Encrypt on Ubuntu 18.04 overview to obtain a free TLS/SSL certificate.

  • Postfix mail transfer agent set up by following our guide Exactly how To Install and also Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A specialized Gmail account with IMAP gain access to allowed, 2-step confirmation, and an Application password produced with the Various other (Customized name) choice. When you generate the App password, write it down so that you can utilize it symphonious 5. You will certainly make use of Gmail to set up incoming mail ticket development in OTRS, with Gmail as your IMAPS mail box. This is simply one approach of setting up incoming mail for OTRS; if you would like to explore various other choices, look into the OTRS documentation.

Warning: Do not make use of any of your very own energetic Gmail accounts to set up inbound mail for OTRS. When forwards e-mails to OTRS, all emails in the Gmail account are deleted. Because of this, it is a better choice to develop a new Gmail account to utilize specifically for OTRS.

Step 1 —– Setting Up the OTRS Bundle and Perl Modules

In this action, you will certainly set up OTRS and a set of Perl modules that will boost the system’ s performance

. OTRS is available in Ubuntu’ s package manager, but the official documentation suggests mounting OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download the source archive with the wget command. For this tutorial, you will certainly download version 6.0.19; you can find the latest available variation on the OTRS download page. wget Replicate Next off , unbox the pressed
    • data with tar: tar xzf otrs-6.0.19. tar.gz


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

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

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

    • for missing out on modules by using the script

      consisted of with OTRS: sudo/ opt/otrs/bin/ Copy You ll see outcome like this, listing which components you currently have actually downloaded as well as which you are missing out on:

      • Some components are only required for optional capability,


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

        . Although the suggested commands to download these modules utilize apt-get, this tutorial will certainly set up the missing out on components with the apt command, which is the recommended best practice for Ubuntu 18.04.

        Feel free to go through these components manually, or utilize the adhering to command:$ sudo suitable 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 script to see to it that all the required modules have
        been set up: sudo/ opt/otrs/bin/ Duplicate Your result will certainly currently 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) Since you have

        OTRS and its

        dependencies set up on your server, you can set up OTRS to make use of Apache as well as MySQL. Step 2– Configuring OTRS, Apache, and MySQL server In this step, you will create a system individual for OTRS, and then set up Apache as well as MySQL web server to work with OTRS. Produce an individual named otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS individual ‘ otrs Replicate- d sets the user s home directory site as/ opt/otrs, as well as -c establishes

        the ‘ OTRS individual ‘ comment to describe the customer. Next, add otrs to the

        webserver team: sudo usermod- G www-data otrs Copy OTRS comes with a default config documents/ opt/otrs/Kernel/ Trigger this by replicating it without the. dist filename extension: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Replicate Currently, browse

      to the/ opt/otrs directory: cd/ opt/otrs Replicate From here, run the manuscript. It will detect the 'appropriate user and team setups as well as set the file and also directory site approvals for OTRS. sudo bin/otrs. Copy This

    • will certainly generate the following outcome:

    Outcome Setting consents on/ opt/otrs The correct permissions are currently established. Next off, turn on the apache2 arrangement documents as well as make sure it is filled nevertheless other arrangements. 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 needs
  • a couple of Apache components

to be

active for ideal procedure. You can trigger them via the device a2enmod. Although a few of these have already been enabled, it is a good idea to examine them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Duplicate These components allow Apache to work with Perl,

    control HTTP

    headers, press server output, and configure output content filters.

    Reboot your internet server to apply brand-new configurations: sudo systemctl reboot apache2 Duplicate Before you go to the next action and also run the web installer, transform a few of the MySQL configuration setups.

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

    conf.d/ mysqld.cnf Replicate Look for the adhering to options under the [mysqld] area. For max_allowed_packet and query_cache_size, change the worths to 64M and 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 changes

the startup

manuscript 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 # # * Inquiry Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This adjusts the

    optimum enabled packet size and also the question cache size so that MySQL can interface with OTRS. Then add the complying with 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Copy This sets the database logfile size, determines the personality set and also relation

      , and produces an init_connect string to establish the

      personality set upon starting the MySQL server.
      Conserve and also close mysqld.cnf by pushing CTRL+ X, adhered to by Y and afterwards GET IN. Then, reactivate your MySQL
      web server to use the new parameters:
      sudo systemctl reactivate mysql.service Duplicate Since you have developed the otrs customer and set up
      Apache as well as MySQL to work with OTRS
      , you prepare to use the internet installer. Step 3-- Making Use Of the Web Installer In this step, you will configure OTRS

      s data source setups in a web browser and also start the OTRS daemon process on the command line. Open in your preferred internet browser, replacing with your domain name. You will discover a welcome screen with the message Welcome to OTRS 6 and also info about the OTRS

      workplaces. Click Next. The next display will have the
      certificate for OTRS, which is the GNU Public License common to open source programs. Approve by clicking Accept permit as well as continue'after analysis.
      On the next screen, you will certainly be prompted

      to pick

      a database kind. The defaults( MySQL and also Produce a new database for OTRS) are great for your setup, so click Alongside proceed. On the next screen, go into the MySQL qualifications

      that you set up during the MySQL server installation. Use favor the Individual field, after that go into the password you produced. Leave the default host worth. Click Examine database settings to ensure it

      • functions. The installer will certainly create credentials

      for the new

      database. There is no demand to keep in mind this created password. Click Beside continue. The database will be developed as well as you will certainly see the effective result: Click Following. Next —, supply the complying with required

      system setups: System FQDN: A totally qualified domain name. Change with your very own domain. AdminEmail: The e-mail address of your system administrator. E-mails about mistakes with OTRS will certainly go below. Organization: Your company s name. Leave all various other alternatives at their default worths: Click Next. Now you will come down on the Mail Configuration page. In order to be able to send and obtain emails, you need to configure a mail account. This tutorial will certainly deal with this later symphonious 5, so click Skip this step. The OTRS installation is now complete; you will see a Finished page with a link to the admin panel after Start web page, as well as the credentials

      of the OTRS incredibly user afterwards. Make certain you jot down the created password for the root@localhost user as well as the LINK for the Begin web page. The only thing left after a successful setup is to start the OTRS daemon as well as trigger its cronjob. Bring up the incurable you are making use of to access your Ubuntu 18.04 server. The OTRS daemon is responsible for taking care of any type of asynchronous and also repeating jobs in OTRS.

      Begin it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ start" Copy You will certainly see the following result: Outcome Manage the OTRS daemon process. Daemon started There are

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

      Copy These cron data are

      made use of to make certain that the OTRS daemon is running. Activate them

      • by replicating them without the. dist filename expansion. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Duplicate To schedule these cron tasks, use the manuscript with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ begin" Copy You have actually now’installed OTRS

      with the internet installer and established its connection

      to the MySQL

      database. You also started the OTRS daemon on your server. Next off, you will certainly visit to the manager web interface and also safe OTRS. Verdict In this tutorial, you set up OTRS as well as developed examination aid workdesk tickets. Currently you can accept as well as

      refine requests from your individuals making use of both the web interface and also email. You can discover more concerning OTRS by reading the OTRS Admin Guidebook. If you intend to learn more regarding exactly how to use MySQL, see our An Introduction to Queries in MySQL short article, or check out DigitalOcean s Took care of Data sources item.