Introduction

OTRS, also referred to as Open source Ticket Demand System, is an assistance desk and IT solution administration system. It gives a solitary factor of contact for users, consumers, IT workers, IT services, and also any type of exterior organizations. The program is written in Perl, sustains a range of databases (MySQL, PostgreSQL, etc.), and also can incorporate with LDAP directories.

In this tutorial, you will certainly mount OTRS Neighborhood Edition on an Ubuntu 18.04 server and also established an easy help desk system, which will certainly enable you to receive and refine requests from your consumers using both the internet interface and also e-mail.

Requirements

To complete this tutorial, you will certainly require the following:

• An Ubuntu 18.04 server established by following our Initial Server Setup Overview for Ubuntu 18.04, consisting of a non-root user with sudo opportunities and also a firewall software set up with ufw.

• Apache and also MySQL mounted on your Ubuntu server. Adhere to step 1 and also 2 of this overview to configure these.

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

• Both of the complying with DNS documents established for your web server. You can follow this introduction to DigitalOcean DNS for details on how to add them.Read about https://freewindows10download.com/soft/helpdeskz At website

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

• address. A TLS/SSL certification set up on your Ubuntu 18.04 server for your domain. You can follow the Let’ s Secure on Ubuntu 18.04 guide to obtain a complimentary TLS/SSL certification.

• Postfix mail transfer agent established by following our guide How To Install and Configure Postfix on Ubuntu 18.04.

• ( Optional) A dedicated Gmail account with IMAP access allowed, 2-step verification, and also an Application password produced with the Other (Customized name) alternative. When you create the App password, write it down to ensure that you can utilize it symphonious 5. You will utilize Gmail to configure inbound mail ticket development in OTRS, with Gmail as your IMAPS mailbox. This is simply one method of configuring inbound mail for OTRS; if you wish to check out other options, take a look at the OTRS documentation.

Warning: Do not make use of any of your very own active Gmail accounts to set up inbound mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all e-mails in the Gmail account are erased. As a result of this, it is a much better option to create a new Gmail account to make use of particularly for OTRS.

Action 1 —– Mounting the OTRS Package and Perl Modules

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

. OTRS is readily available in Ubuntu’ s bundle manager, yet the official documents suggests mounting OTRS from resource.

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

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

  Replicate

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

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

  Due to the fact that OTRS is written in Perl, it uses a variety of Perl modules. Examine

  • for missing modules by utilizing the CheckModules.pl manuscript

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

    • Some components are just needed for optional functionality,
      

      such

      as interaction with other data sources or dealing with mail with details personality sets; others are required for the program to function

      . Although the suggested commands to download these modules use apt-get, this tutorial will certainly set up the missing modules with the proper command, which is the recommended best method for Ubuntu 18.04.

      Do not hesitate to undergo these components manually, or utilize the complying with 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 mounting these modules, rerun the manuscript to ensure that all the called for components have
      been mounted: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your output will certainly currently reveal all the mounted components: 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

      dependences installed on your server, you can set up OTRS to make use of Apache as well as MySQL. Step 2– Configuring OTRS, Apache, and MySQL web server In this step, you will produce a system customer for OTRS, and afterwards configure Apache as well as MySQL server to deal with OTRS. Create a customer named otrs to run OTRS functions with the useradd command: sudo useradd

      – d/ opt/otrs -c ‘ OTRS individual ‘ otrs Copy- d establishes the individual s residence directory as/ opt/otrs, and also -c sets

      the ‘ OTRS user ‘ remark to describe the individual. Next, include otrs to the

      webserver group: sudo usermod- G www-data otrs Copy OTRS features a default config documents/ opt/otrs/Kernel/ Config.pm.dist. Trigger this by duplicating it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ Config.pm.dist/ opt/otrs/Kernel/ Config.pm Copy Currently, navigate

    to the/ opt/otrs directory: cd/ opt/otrs Replicate From here, run the otrs.SetPermissions.pl script. It will certainly find the 'proper individual as well as team setups and also set the file and also directory site approvals for OTRS. sudo bin/otrs. SetPermissions.pl Copy This

  • will generate the list below result:

  Outcome Setting consents on/ opt/otrs The appropriate authorizations are now established. Next, trigger the apache2 configuration data and also make certain it is loaded 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 Duplicate OTRS requires
• a few Apache modules

to be

active for optimal operation. You can activate them through the device a2enmod. Although some of these have already been made it possible for, it is an excellent concept to examine them all: sudo a2enmod

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

  control HTTP

  headers, press web server output, as well as configure output content filters.

  Reactivate your internet server to use new setups: sudo systemctl restart apache2 Replicate Prior to you go to the following action as well as run the web installer, transform several of the MySQL setup setups.

• Open up the MySQL configuration data in your favored full-screen editor. This tutorial makes use of nano: sudo nano/ etc/mysql/mysql.

  conf.d/ mysqld.cnf Duplicate Search for the following alternatives under the [mysqld] area. For max_allowed_packet and also 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

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

• query_cache_size= 32M … Replicate This readjusts the

  optimum enabled package size as well as the query cache dimension so that MySQL can interface with OTRS. After that include the adhering to highlighted additional alternatives under the [mysqld] section, at the end of the data:/ 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 Duplicate This sets the data source logfile size, figures out the character collection and relation

    , and creates an init_connect string to set the

    character set upon starting the MySQL web server.
    
    Conserve and also shut mysqld.cnf by pressing CTRL+ X, complied with by Y and then GO INTO. Then, reboot your MySQL
    
    server to use the new parameters:
    
    sudo systemctl reactivate mysql.service Copy Now that you have actually produced the otrs customer and configured
    
    Apache as well as MySQL to collaborate with OTRS
    
    , you are ready to make use of the web installer. Action 3-- Using the Internet Installer In this step, you will certainly configure OTRS
    
     s database setups in an internet browser as well as start the OTRS daemon process on the command line. Open https://example.com/otrs/installer.pl in your favorite web internet browser, changing example.com with your domain. You will certainly discover a welcome screen with the message Welcome to OTRS 6 and details about the OTRS
    offices. Click Next. The following screen will have the
    
    permit for OTRS, which is the GNU Public Certificate common to open resource programs. Approve by clicking Accept license and proceed'after analysis.
    
    On the next screen, you will be motivated
    
    to choose
    a database type. The defaults( MySQL as well as Develop a new data source for OTRS) are fine for your configuration, so click Beside proceed. On the next display, get in the MySQL credentials
    that you established throughout the MySQL web server setup. Use favor the User area, then get in the password you created. Leave the default host value. Click Examine database setups to make sure it
    
    works. The installer will create qualifications
    for the brand-new
    database. There is no requirement to remember this produced password. Click Next to proceed. The data source will be developed and you will see the effective outcome: Click Next. Next off —, give the following necessary
    system settings: System FQDN: A fully certified domain name. Replace example.com with your own domain. AdminEmail: The email address of your system manager. E-mails regarding mistakes with OTRS will certainly go right here. Organization: Your company  s name. Leave all various other alternatives at their default values: Click Following. Currently you will certainly arrive on the Mail Setup web page. In order to be able to send out and also obtain emails, you need to set up a mail account. This tutorial will certainly deal with this later symphonious 5, so click Avoid this step. The OTRS installation is currently total; you will certainly see a Completed web page with a link to the admin panel after Start page, as well as the credentials
    of the OTRS very customer afterwards. Make sure you list the created password for the root@localhost user and also the LINK for the Begin web page. The only point left after an effective installment is to start the OTRS daemon and activate its cronjob. Bring up the terminal you are using to access your Ubuntu 18.04 server. The OTRS daemon is in charge of handling any type of asynchronous and persisting tasks in OTRS.
    Start it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl beginning" Duplicate You will see the following outcome: Output Handle the OTRS daemon procedure. Daemon began There are
    two default cron data in the/ opt/otrs/var/ cron/ directory site. Move into this directory site. cd/ opt/otrs/var/ cron
    Duplicate These cron data are
    utilized to ensure 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 work, make use of the manuscript Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Replicate You have actually now’set up OTRS
    with the web installer and set up its connection
    to the MySQL
    data source. You additionally started the OTRS daemon on your server. Next off, you will visit to the manager web interface and also protected OTRS. Verdict In this tutorial, you set up OTRS and also produced test assistance desk tickets. Currently you can approve and
    process demands from your users making use of both the internet interface as well as email. You can discover more about OTRS by reviewing the OTRS Admin Handbook. If you wish to learn more concerning how to utilize MySQL, see our An Intro to Queries in MySQL article, or explore DigitalOcean  s Handled Databases item.