Just how To Set Up an Assistance Workdesk System with OTRS on Ubuntu 18.04

Intro

OTRS, also called Open resource Ticket Request System, is a help workdesk and also IT solution management system. It offers a solitary point of get in touch with for customers, clients, IT workers, IT services, as well as any kind of exterior companies. The program is written in Perl, supports a variety of databases (MySQL, PostgreSQL, and so on), as well as can incorporate with LDAP directories.

In this tutorial, you will install OTRS Community Edition on an Ubuntu 18.04 server and also set up an easy aid workdesk system, which will enable you to get as well as process demands from your customers making use of both the internet user interface as well as email.

Requirements

To complete this tutorial, you will need the following:

• An Ubuntu 18.04 server established by following our Initial Web Server Arrangement Overview for Ubuntu 18.04, including a non-root customer with sudo privileges and also a firewall program 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 certainly utilize example.com throughout. You can purchase a domain on Namecheap, obtain one completely free on Freenom, or make use of the domain name registrar of your choice.

• Both of the complying with DNS documents set up for your web server. You can follow this intro to DigitalOcean DNS for details on exactly how to include them.Read about free HelpDeskZ download At website

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

• address. A TLS/SSL certificate mounted on your Ubuntu 18.04 server for your domain name. You can follow the Let’ s Encrypt on Ubuntu 18.04 overview to obtain 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 dedicated Gmail account with IMAP accessibility made it possible for, 2-step confirmation, and also an App password generated with the Various other (Custom-made name) alternative. When you generate the App password, write it down to ensure that you can use it symphonious 5. You will certainly make use of Gmail to configure inbound mail ticket creation in OTRS, with Gmail as your IMAPS mailbox. This is simply one technique of configuring incoming mail for OTRS; if you would love to explore other choices, look into the OTRS documentation.

Caution: Do not utilize any of your very own energetic Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards emails to OTRS, all e-mails in the Gmail account are erased. Because of this, it is a far better alternative to create a new Gmail account to use particularly for OTRS.

Action 1 —– Installing the OTRS Package and also Perl Modules

In this step, you will set up OTRS as well as a set of Perl components that will raise the system’ s capability

. OTRS is offered in Ubuntu’ s plan manager, yet the main paperwork suggests setting up OTRS from resource.

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

• ssh sammy@Ubuntu_Server_IP!.?.! Duplicate Then download and install the resource archive with the wget command. For this tutorial, you will download and install variation 6.0.19; you can discover the most recent available version on the OTRS download page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Copy Next off , unpack the pressed
  • documents with tar: tar xzf otrs-6.0.19. tar.gz

  Copy

  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 uses a variety of Perl components. Examine

  • for missing out on modules by using the CheckModules.pl manuscript

    consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate You ll see output such as this, noting which modules you currently have actually downloaded as well as which you are missing out on:

    • Some components are just needed for optional capability,
      

      such

      as communication with various other databases or managing mail with details character collections; others are needed for the program to work

      . Although the suggested commands to download and install these components make use of 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.

      Do not hesitate to go through these modules by hand, or make use of the adhering to command:$ sudo appropriate 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 installing these modules, rerun the manuscript to make sure that all the required components have
      been mounted: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your outcome will certainly currently show 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) Now that you have

      OTRS and its

      dependences set up on your web server, you can set up OTRS to use Apache as well as MySQL. Action 2– Configuring OTRS, Apache, and also MySQL web server In this step, you will certainly create a system individual for OTRS, and after that set up Apache as well as MySQL web server to work with OTRS. Produce a customer called otrs to run OTRS features with the useradd command: sudo useradd

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

      the ‘ OTRS customer ‘ 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 file/ opt/otrs/Kernel/ Config.pm.dist. Activate this by replicating it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ Config.pm.dist/ opt/otrs/Kernel/ Config.pm Copy Now, navigate

    to the/ opt/otrs directory site: cd/ opt/otrs Replicate From here, run the otrs.SetPermissions.pl manuscript. It will detect the 'right user as well as team settings and set the data and directory authorizations for OTRS. sudo bin/otrs. SetPermissions.pl Replicate This

  • will certainly generate the following outcome:

  Result Setting consents on/ opt/otrs The proper consents are now set. Next, turn on the apache2 setup data and also see to it is loaded nevertheless various 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

energetic for ideal operation. You can activate them by means of the device a2enmod. Although several of these have already been enabled, it is a great idea to examine them all: sudo a2enmod

• perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Copy These modules enable Apache to collaborate with Perl,

  control HTTP

  headers, press server outcome, as well as set up result web content filters.

  Restart your internet server to use brand-new arrangements: sudo systemctl reboot apache2 Copy Prior to you go to the next step and also run the web installer, alter a few of the MySQL arrangement settings.

• Open up the MySQL configuration documents in your preferred text editor. This tutorial utilizes nano: sudo nano/ etc/mysql/mysql.

  conf.d/ mysqld.cnf Duplicate Search for the following choices under the [mysqld] section. For max_allowed_packet as well as query_cache_size, transform the values to 64M and also 32M specifically, as highlighted in the following 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 and also checks MyISAM tables if needed # the very first time they are touched myisam-recover-options= BACK-UP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Query Cache Setup # query_cache_limit= 1M

• query_cache_size= 32M … Copy This readjusts the

  optimum permitted package size and the question cache dimension to make sure that MySQL can user interface with OTRS. After that include the complying with highlighted additional alternatives under the [mysqld] area, 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 Copy This establishes the database logfile size, figures out the character set and relation

    , and develops an init_connect string to establish the

    personality set upon beginning the MySQL server.
    
    Save as well as close mysqld.cnf by pushing CTRL+ X, adhered to by Y and afterwards ENTER. Then, restart your MySQL
    
    web server to apply the brand-new criteria:
    
    sudo systemctl reactivate mysql.service Replicate Since you have produced the otrs individual and also set up
    
    Apache and MySQL to collaborate with OTRS
    
    , you prepare to use the internet installer. Step 3-- Using the Web Installer In this step, you will certainly set up OTRS
    
     s data source settings in a web internet browser and begin the OTRS daemon process on the command line. Open up https://example.com/otrs/installer.pl in your favorite web browser, replacing example.com with your domain name. You will certainly locate a welcome display with the message Welcome to OTRS 6 as well as details about the OTRS
    offices. Click Next. The following display will certainly have the
    
    license for OTRS, which is the GNU Public Permit common to open up source programs. Approve by clicking Accept permit and also continue'after analysis.
    
    On the next screen, you will certainly be prompted
    
    to choose
    a data source type. The defaults( MySQL as well as Create a new data source for OTRS) are great for your configuration, so click Beside continue. On the following screen, get in the MySQL qualifications
    that you set up during the MySQL web server installation. Usage favor the User area, after that enter the password you created. Leave the default host worth. Click Inspect database setups to make certain it
    
    works. The installer will generate qualifications
    for the new
    database. There is no need to bear in mind this generated password. Click Alongside continue. The database will be developed and also you will see the successful result: Click Following. Next —, provide the adhering to needed
    system setups: System FQDN: A totally qualified domain. Replace example.com with your very own domain name. AdminEmail: The email address of your system administrator. E-mails concerning errors with OTRS will certainly go below. Organization: Your organization  s name. Leave all other options at their default worths: Click Next. Now you will certainly come down on the Mail Configuration web page. In order to have the ability to send and get e-mails, you need to configure a mail account. This tutorial will certainly take care of this later in Step 5, so click Avoid this action. The OTRS installment is now total; you will certainly see a Finished web page with a web link to the admin panel after Begin page, and the credentials
    of the OTRS extremely customer afterwards. Ensure you document the created password for the root@localhost user and the LINK for the Beginning web page. The only thing left after a successful installment is to begin the OTRS daemon and also trigger its cronjob. Bring up the terminal you are utilizing to access your Ubuntu 18.04 server. The OTRS daemon is responsible for handling any kind of asynchronous and reoccuring jobs in OTRS.
    Begin it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Replicate You will certainly see the list below output: Output Take care of the OTRS daemon procedure. Daemon started There are
    2 default cron data in the/ opt/otrs/var/ cron/ directory site. Move into this directory site. cd/ opt/otrs/var/ cron
    Replicate These cron files are
    used to see to it that the OTRS daemon is running. Trigger them
    
    by copying them without the. dist filename expansion. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
    dist otrs_daemon Replicate To schedule these cron tasks, use the script Cron.sh with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Replicate You have actually now’mounted OTRS
    with the internet installer and also established its link
    to the MySQL
    data source. You additionally began the OTRS daemon on your server. Next off, you will certainly log in to the administrator web user interface as well as protected OTRS. Verdict In this tutorial, you established OTRS and also created examination assistance desk tickets. Currently you can approve as well as
    process demands from your customers making use of both the web user interface and email. You can discover more about OTRS by reviewing the OTRS Admin Handbook. If you wish to read more concerning just how to make use of MySQL, see our An Introduction to Queries in MySQL post, or discover DigitalOcean  s Handled Databases product.