Just how To Set Up an Aid Desk System with OTRS on Ubuntu 18.04

Introduction

OTRS, additionally referred to as Open resource Ticket Request System, is an assistance desk as well as IT solution administration system. It provides a solitary factor of call for individuals, customers, IT personnel, IT solutions, and also any external companies. The program is written in Perl, supports a selection of data sources (MySQL, PostgreSQL, etc.), and also can integrate with LDAP directory sites.

In this tutorial, you will mount OTRS Area Version on an Ubuntu 18.04 server as well as established a basic aid workdesk system, which will enable you to get as well as process demands from your consumers utilizing both the internet user interface and e-mail.

Prerequisites

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

  • An Ubuntu 18.04 web server established by following our First Web Server Arrangement Overview for Ubuntu 18.04, including a non-root user with sudo opportunities and a firewall program configured with ufw.

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

  • A completely signed up domain. This tutorial will make use of example.com throughout. You can acquire a domain on Namecheap, get one free of charge on Freenom, or use the domain name registrar of your choice.

  • Both of the adhering to DNS records established for your web server. You can comply with this intro to DigitalOcean DNS for details on how to include them.Read more free HelpDeskZ download At website Articles

    • An A document with example.com indicating your web server’ s public IP
    • address. An A record with www.example.com indicating your web server’ s public IP
  • address. A TLS/SSL certification installed on your Ubuntu 18.04 server for your domain name. You can adhere to the Let’ s Secure on Ubuntu 18.04 overview to obtain a complimentary TLS/SSL certification.

  • Postfix mail transfer representative established by following our tutorial Exactly how To Mount and Configure Postfix on Ubuntu 18.04.

  • ( Optional) A committed Gmail account with IMAP gain access to enabled, 2-step verification, and an Application password created with the Other (Customized name) alternative. When you produce the Application password, create it down to make sure that you can utilize it in Step 5. You will utilize Gmail to set up incoming mail ticket creation in OTRS, with Gmail as your IMAPS mailbox. This is just one technique of setting up inbound mail for OTRS; if you would like to explore other alternatives, take a look at the OTRS documentation.

Warning: Do not use any one of your own active Gmail accounts to configure inbound mail for OTRS. When imap.gmail.com forwards emails to OTRS, all emails in the Gmail account are deleted. As a result of this, it is a far better option to develop a new Gmail account to utilize especially for OTRS.

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

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

. OTRS is offered in Ubuntu’ s bundle supervisor, but the official paperwork suggests setting up OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy After that download and install the source archive with the wget command. For this tutorial, you will download version 6.0.19; you can discover the latest available version on the OTRS download page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Replicate Next , unbox the pressed
    • file with tar: tar xzf otrs-6.0.19. tar.gz

    Replicate

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

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

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

    • for missing modules by utilizing the CheckModules.pl script

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate You ll see result such as this, detailing which components you currently have downloaded as well as which you are missing:

      • Some modules are just needed for optional functionality,

        such

        as interaction with other databases or taking care of mail with details character sets; others are necessary for the program to work

        . Although the recommended commands to download these components make use of apt-get, this tutorial will mount the missing out on modules with the proper command, which is the suggested ideal method for Ubuntu 18.04.

        Feel free to go through these components by hand, or utilize the complying with command:$ sudo proper 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 modules, rerun the script to see to it that all the needed components have
        been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate Your result will now show all the mounted modules: 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 also its

        dependencies installed on your server, you can set up OTRS to make use of Apache and MySQL. Action 2– Configuring OTRS, Apache, and also MySQL server In this action, you will certainly produce a system customer for OTRS, and after that configure Apache and MySQL web server to collaborate with OTRS. Produce a customer called otrs to run OTRS functions with the useradd command: sudo useradd

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

        the ‘ OTRS user ‘ comment to define the customer. Next off, add otrs to the

        webserver team: sudo usermod- G www-data otrs Copy OTRS includes a default config file/ opt/otrs/Kernel/ Config.pm.dist. Trigger this by replicating 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: cd/ opt/otrs Duplicate From here, run the otrs.SetPermissions.pl manuscript. It will certainly spot the 'proper customer as well as group settings and established the documents and directory site consents for OTRS. sudo bin/otrs. SetPermissions.pl Replicate This

    • will yield the following result:

    Outcome Setting permissions on/ opt/otrs The appropriate consents are now established. Next off, trigger the apache2 arrangement file as well as make sure it is packed after all various 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 needs
  • a couple of Apache components

to be

energetic for ideal procedure. You can trigger them through the tool a2enmod. Although some of these have already been enabled, it is a great 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, compress server result, as well as configure result material filters.

    Reboot your web server to apply brand-new setups: sudo systemctl reboot apache2 Duplicate Before you go to the next action and also run the web installer, change several of the MySQL arrangement settings.

  • Open the MySQL setup file in your favored text editor. This tutorial makes use of nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Duplicate Try to find the adhering to options under the [mysqld] section. For max_allowed_packet and query_cache_size, change the worths to 64M as well as 32M respectively, 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 start-up

script and checks MyISAM tables if required # the initial time they are touched myisam-recover-options= BACK-UP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Inquiry Cache Arrangement # query_cache_limit= 1M

  • query_cache_size= 32M … Copy This changes the

    maximum allowed packet size and also the question cache size so that MySQL can interface with OTRS. After that add 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 = ‘ COLLECTION NAMES utf8 ‘. character-set-server= utf8 Copy This establishes the data source logfile dimension, determines the personality collection and also relation

      , and also creates an init_connect string to set the

      character set upon starting the MySQL web server.
      Save as well as close mysqld.cnf by pressing CTRL+ X, adhered to by Y and then GO INTO. Then, restart your MySQL
      server to use the brand-new criteria:
      sudo systemctl restart mysql.service Replicate Since you have produced the otrs individual as well as set up
      Apache and MySQL to deal with OTRS
      , you prepare to make use of the web installer. Step 3-- Using the Web Installer In this action, you will certainly configure OTRS

      s data source settings in a web internet browser as well as start the OTRS daemon procedure on the command line. Open up https://example.com/otrs/installer.pl in your favorite web internet browser, replacing example.com with your domain. You will find a welcome screen with the message Invite to OTRS 6 and details regarding the OTRS

      workplaces. Click Next. The following screen will certainly have the
      certificate for OTRS, which is the GNU Public License common to open up source programs. Accept by clicking Accept license and proceed'after reading.
      On the next screen, you will certainly be prompted

      to choose

      a data source type. The defaults( MySQL and Produce a brand-new database for OTRS) are great for your configuration, so click Next to continue. On the following screen, go into the MySQL qualifications

      that you established during the MySQL web server installation. Usage favor the User area, then get in the password you developed. Leave the default host worth. Click Examine database settings to ensure it

      • functions. The installer will certainly create credentials

      for the brand-new

      data source. There is no need to keep in mind this produced password. Click Alongside proceed. The database will be developed and you will certainly see the successful result: Click Following. Next —, supply the adhering to needed

      system settings: System FQDN: A fully certified domain name. Replace example.com with your own domain name. AdminEmail: The email address of your system administrator. Emails about mistakes with OTRS will go below. Company: Your organization s name. Leave all other alternatives at their default worths: Click Following. Now you will land on the Mail Arrangement web page. In order to have the ability to send out and obtain e-mails, you need to set up a mail account. This tutorial will deal with this later symphonious 5, so click Miss this step. The OTRS installation is now complete; you will see a Finished web page with a link to the admin panel after Begin page, as well as the credentials

      of the OTRS very customer afterwards. Ensure you jot down the produced password for the root@localhost user and also the LINK for the Start web page. The only thing left after a successful installation is to begin the OTRS daemon as well as trigger its cronjob. Raise the incurable you are making use of to access your Ubuntu 18.04 web server. The OTRS daemon is responsible for taking care of any type of asynchronous and persisting tasks in OTRS.

      Begin it with the otrs customer: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl beginning" Duplicate You will see the list below outcome: Result Manage the OTRS daemon process. Daemon began There are

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

      Replicate These cron data are

      used to make certain that the OTRS daemon is running. Trigger them

      • by replicating them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Replicate To arrange these cron work, use the manuscript Cron.sh with the otrs user: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Duplicate You have actually now’installed OTRS

      with the web installer and also established its link

      to the MySQL

      database. You additionally started the OTRS daemon on your server. Next, you will certainly visit to the manager web interface and also secure OTRS. Conclusion In this tutorial, you established OTRS and created test assistance workdesk tickets. Now you can accept and also

      refine requests from your individuals making use of both the internet user interface as well as email. You can find out more concerning OTRS by reviewing the OTRS Admin Guidebook. If you want to read more about exactly how to make use of MySQL, see our An Introduction to Queries in MySQL short article, or check out DigitalOcean s Managed Databases product.

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