Just how To Establish an Aid Workdesk System with OTRS on Ubuntu 18.04

Introduction

OTRS, likewise referred to as Open resource Ticket Demand System, is an assistance desk and also IT solution administration system. It supplies a single point of contact for users, consumers, IT employees, IT services, and any kind of external companies. The program is written in Perl, sustains a variety of databases (MySQL, PostgreSQL, etc.), and can incorporate with LDAP directory sites.

In this tutorial, you will set up OTRS Area Edition on an Ubuntu 18.04 server and set up a simple help desk system, which will certainly allow you to receive and also process requests from your clients using both the web interface and email.

Requirements

To complete this tutorial, you will need the following:

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

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

• A totally signed up domain. This tutorial will certainly utilize example.com throughout. You can buy a domain name on Namecheap, obtain one totally free on Freenom, or utilize the domain name registrar of your option.

• Both of the complying with DNS documents set up for your web server. You can adhere to this intro to DigitalOcean DNS for information on just how to add them.

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

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• address. A TLS/SSL certification installed on your Ubuntu 18.04 web server for your domain. You can adhere to the Let’ s Secure on Ubuntu 18.04 guide to acquire a complimentary TLS/SSL certificate.

• Postfix mail transfer representative established by following our tutorial Exactly how To Install as well as Set Up Postfix on Ubuntu 18.04.

• ( Optional) A devoted Gmail account with IMAP gain access to enabled, 2-step confirmation, as well as an App password generated with the Other (Custom-made name) choice. When you produce the Application password, create it down to ensure that you can utilize it symphonious 5. You will certainly use Gmail to set up inbound mail ticket development in OTRS, with Gmail as your IMAPS mailbox. This is just one approach of setting up inbound mail for OTRS; if you would love to explore various other choices, look into the OTRS documentation.

Caution: Do not utilize any of your own energetic Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all e-mails in the Gmail account are removed. Because of this, it is a better option to create a brand-new Gmail account to utilize especially for OTRS.

Step 1 —– Mounting the OTRS Package and Perl Modules

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

. OTRS is readily available in Ubuntu’ s plan manager, but the official documents suggests setting up OTRS from source.

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

• ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download the source archive with the wget command. For this tutorial, you will download variation 6.0.19; you can discover the most up to date readily available variation on the OTRS download web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Replicate Next off , unload the pressed
  • data with tar: tar xzf otrs-6.0.19. tar.gz

  Replicate

  Move the contents of the archive into the/ opt/otrs

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

  Since OTRS is written in Perl, it utilizes a variety of Perl modules. Check

  • for missing modules by utilizing the CheckModules.pl manuscript

    consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy You ll see outcome similar to this, providing which components you already have downloaded and install and which you are missing out on:

    • Some modules are just required for optional capability,
      

      such

      as communication with other databases or managing mail with specific character collections; others are required for the program to work

      . Although the suggested commands to download and install these modules utilize apt-get, this tutorial will certainly mount the missing modules with the proper command, which is the suggested best method for Ubuntu 18.04.

      Feel free to go through these modules manually, or make use of the adhering to command:$ sudo appropriate 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 manuscript to make sure that all the needed components have
      been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your outcome will now show all the installed 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) Since you have

      OTRS and also its

      reliances installed on your server, you can set up OTRS to use Apache and MySQL. Action 2– Setting Up OTRS, Apache, as well as MySQL server In this action, you will certainly create a system user for OTRS, and afterwards set up Apache and also MySQL web server to work with OTRS. Develop a user called otrs to run OTRS features with the useradd command: sudo useradd

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

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

      webserver group: sudo usermod- G www-data otrs Copy OTRS comes with 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 Now, browse

    to the/ opt/otrs directory: cd/ opt/otrs Copy From here, run the otrs.SetPermissions.pl script. It will detect the 'proper customer and team setups and also set the file as well as directory authorizations for OTRS. sudo bin/otrs. SetPermissions.pl Copy This

  • will certainly yield the list below result:

  Outcome Establishing authorizations on/ opt/otrs The appropriate approvals are now set. Next off, activate the apache2 setup data as well as see to it is packed besides 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 requires
• a few Apache modules

to be

energetic for ideal procedure. You can trigger them through the tool a2enmod. Although several of these have actually already been allowed, it is an excellent concept to inspect them all: sudo a2enmod

• perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Copy These modules allow Apache to deal with Perl,

  control HTTP

  headers, press web server output, and also configure result web content filters.

  Restart your internet server to use new configurations: sudo systemctl reactivate apache2 Copy Prior to you go to the next step and also run the web installer, alter a few of the MySQL arrangement setups.

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

  conf.d/ mysqld.cnf Replicate Look for the adhering to alternatives under the [mysqld] section. For max_allowed_packet as well as query_cache_size, transform the values to 64M and also 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 needed # the initial time they are touched myisam-recover-options= BACKUP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Question Cache Arrangement # query_cache_limit= 1M

• query_cache_size= 32M … Copy This adjusts the

  maximum permitted packet dimension as well as the question cache dimension to ensure that MySQL can user interface with OTRS. After that add the complying with highlighted additional choices 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Duplicate This sets the data source logfile size, determines the character set as well as relation

    , as well as creates an init_connect string to set the

    personality set upon beginning the MySQL server.
    
    Save and shut mysqld.cnf by pressing CTRL+ X, adhered to by Y and afterwards GET IN. After that, reactivate your MySQL
    
    web server to apply the brand-new parameters:
    
    sudo systemctl restart mysql.service Replicate Now that you have actually produced the otrs individual as well as configured
    
    Apache and also MySQL to work with OTRS
    
    , you are ready to use the internet installer. Action 3-- Using the Web Installer In this action, you will set up OTRS
    
     s data source setups in a web internet browser and also start the OTRS daemon procedure on the command line. Open https://example.com/otrs/installer.pl in your favorite web internet 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 regarding the OTRS
    workplaces. Click Next. The next display will have the
    
    license for OTRS, which is the GNU Public Certificate typical to open source programs. Approve by clicking Accept license and proceed'after analysis.
    
    On the next display, you will certainly be prompted
    
    to select
    a data source type. The defaults( MySQL and Develop a brand-new database for OTRS) are fine for your configuration, so click Alongside proceed. On the following display, get in the MySQL credentials
    that you set up throughout the MySQL server setup. Use root for the User field, then go into the password you developed. Leave the default host value. Click Inspect database setups to ensure it
    
    works. The installer will certainly produce credentials
    for the new
    data source. There is no demand to remember this produced password. Click Beside proceed. The data source will certainly be created and you will certainly see the successful result: Click Next. Next off —, supply the adhering to required
    system settings: System FQDN: A totally qualified domain name. Replace example.com with your own domain name. AdminEmail: The email address of your system administrator. Emails concerning mistakes with OTRS will go right here. Organization: Your organization  s name. Leave all various other alternatives at their default values: Click Following. Now you will arrive at the Mail Configuration web page. In order to have the ability to send out as well as get e-mails, you have to set up a mail account. This tutorial will take care of this later in Step 5, so click Miss this step. The OTRS setup is now complete; you will see a Completed web page with a web link to the admin panel after Start web page, as well as the credentials
    of the OTRS very customer after that. Ensure you jot down the generated password for the root@localhost user as well as the URL for the Begin web page. The only thing left after an effective installation is to begin the OTRS daemon and also trigger its cronjob. Raise the incurable you are using to access your Ubuntu 18.04 web server. The OTRS daemon is responsible for handling any type of asynchronous and recurring tasks in OTRS.
    Begin it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl begin" Copy You will certainly see the list below output: Result Take care of the OTRS daemon procedure. Daemon started There are
    2 default cron files in the/ opt/otrs/var/ cron/ directory site. Relocate into this directory site. cd/ opt/otrs/var/ cron
    Replicate These cron documents are
    made use of to make certain 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 Copy To arrange these cron work, use the script Cron.sh with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh beginning" Duplicate You have currently’mounted OTRS
    with the web installer and also set up its link
    to the MySQL
    database. You also began the OTRS daemon on your web server. Next, you will log in to the manager web interface and safe and secure OTRS. Final thought In this tutorial, you established OTRS as well as created test aid workdesk tickets. Currently you can accept and also
    process requests from your customers using both the internet interface as well as email. You can find out more concerning OTRS by checking out the OTRS Admin Handbook. If you want to read more about exactly how to make use of MySQL, see our An Introduction to Queries in MySQL article, or discover DigitalOcean  s Managed Data sources product.