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

Introduction

OTRS, likewise referred to as Open source Ticket Request System, is a help workdesk as well as IT service administration system. It offers a single factor of get in touch with for individuals, consumers, IT workers, IT solutions, and any exterior companies. The program is written in Perl, sustains a selection of data sources (MySQL, PostgreSQL, and so on), as well as can incorporate with LDAP directories.

In this tutorial, you will install OTRS Area Version on an Ubuntu 18.04 web server as well as set up a basic aid desk system, which will permit you to obtain and refine requests from your clients utilizing both the internet user interface and email.

Prerequisites

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

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

  • Apache and MySQL set up on your Ubuntu server. Adhere to action 1 as well as 2 of this guide to set up these.

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

  • Both of the adhering to DNS records set up for your web server. You can adhere to this introduction to DigitalOcean DNS for details on how to add them.Read more HelpDeskZ for Window At website Articles

    • An A document with example.com indicating your web server’ s public IP
    • address. An A record with www.example.com pointing to your server’ s public IP
  • address. A TLS/SSL certification mounted on your Ubuntu 18.04 server for your domain. You can comply with the Let’ s Secure on Ubuntu 18.04 overview to acquire a free TLS/SSL certificate.

  • Postfix mail transfer representative established by following our guide How To Mount and also Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A dedicated Gmail account with IMAP access made it possible for, 2-step verification, as well as an App password generated with the Various other (Custom name) choice. When you generate the Application password, write it down to ensure that you can utilize it in Step 5. You will make use of Gmail to set up inbound mail ticket development in OTRS, with Gmail as your IMAPS mail box. This is simply one technique of setting up incoming mail for OTRS; if you want to check out various other alternatives, take a look at the OTRS documents.

Warning: Do not utilize any one of your own energetic Gmail accounts to set up inbound mail for OTRS. When imap.gmail.com forwards emails to OTRS, all emails in the Gmail account are erased. As a result of this, it is a much better choice to create a new Gmail account to make use of particularly for OTRS.

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

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

. OTRS is available in Ubuntu’ s bundle supervisor, yet the main paperwork recommends installing OTRS from source.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Replicate Then download the source archive with the wget command. For this tutorial, you will certainly download variation 6.0.19; you can locate the most up to date offered 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

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

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

    Due to the fact that OTRS is written in Perl, it uses a number of Perl components. Check

    • for missing components by utilizing the CheckModules.pl manuscript

      consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy You ll see result like this, listing which components you currently have actually downloaded and which you are missing out on:

      • Some components are just needed for optional capability,

        such

        as communication with other data sources or managing mail with certain personality collections; others are essential for the program to work

        . Although the recommended commands to download and install these modules make use of apt-get, this tutorial will certainly set up the missing modules with the appropriate command, which is the recommended ideal method for Ubuntu 18.04.

        Do not hesitate to experience these modules manually, 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 components, rerun the manuscript to ensure that all the needed components have
        been mounted: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate Your outcome will 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) Now that you have

        OTRS and also its

        reliances installed on your web server, you can configure OTRS to utilize Apache and MySQL. Step 2– Setting Up OTRS, Apache, and also MySQL server In this step, you will develop a system customer for OTRS, and after that set up Apache and MySQL web server to work with OTRS. Produce a customer called otrs to run OTRS functions with the useradd command: sudo useradd

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

        the ‘ OTRS individual ‘ remark to explain the individual. Next off, include otrs to the

        webserver team: sudo usermod- G www-data otrs Replicate 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 Copy Now, browse

      to the/ opt/otrs directory site: cd/ opt/otrs Copy From here, run the otrs.SetPermissions.pl manuscript. It will detect the 'right customer and team settings as well as established the documents as well as directory permissions for OTRS. sudo bin/otrs. SetPermissions.pl Replicate This

    • will produce the list below outcome:

    Outcome Establishing permissions on/ opt/otrs The appropriate consents are now set. Next off, trigger the apache2 arrangement data and also make certain it is loaded nevertheless 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 Replicate OTRS calls for
  • a couple of Apache modules

to be

energetic for optimum procedure. You can activate them through the tool a2enmod. Although a few of these have actually already been made it possible for, it is a good concept to examine them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Replicate These components allow Apache to deal with Perl,

    control HTTP

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

    Restart your web server to apply brand-new arrangements: sudo systemctl restart apache2 Duplicate Prior to you most likely to the following step and also run the web installer, change a few of the MySQL configuration settings.

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

    conf.d/ mysqld.cnf Replicate Look for the following options under the [mysqld] area. For max_allowed_packet and also query_cache_size, transform the worths to 64M and also 32M respectively, as highlighted in the adhering to code block:/ etc/mysql/mysql. conf.d/

  • mysqld.cnf … max_allowed_packet= 64M thread_stack= 192K thread_cache_size= 8 # This replaces

the start-up

script as well as checks MyISAM tables if needed # the very first time they are touched myisam-recover-options= BACKUP #max _ links= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Inquiry Cache Setup # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This readjusts the

    maximum permitted package size as well as the question cache size to ensure that MySQL can interface with OTRS. After that include the adhering to highlighted extra 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 Replicate This sets the database logfile dimension, identifies the character collection and collation

      , and also creates an init_connect string to set the

      personality set upon beginning the MySQL web server.
      Conserve as well as close mysqld.cnf by pushing CTRL+ X, followed by Y and after that GET IN. Then, reboot your MySQL
      server to use the new parameters:
      sudo systemctl reactivate mysql.service Duplicate Now that you have actually created the otrs individual and configured
      Apache and also MySQL to collaborate with OTRS
      , you are ready to use the web installer. Action 3-- Using the Internet Installer In this action, you will configure OTRS

      s data source setups in a web internet browser as well as begin the OTRS daemon process on the command line. Open up https://example.com/otrs/installer.pl in your favorite internet browser, replacing example.com with your domain. You will find a welcome display with the message Welcome to OTRS 6 as well as information regarding the OTRS

      offices. Click Next. The next display will have the
      certificate for OTRS, which is the GNU General Public Certificate common to open up source programs. Accept by clicking Accept license as well as continue'after reading.
      On the next screen, you will be prompted

      to select

      a data source type. The defaults( MySQL and Develop a new database for OTRS) are fine for your arrangement, so click Beside proceed. On the following display, get in the MySQL credentials

      that you established during the MySQL web server installment. Use favor the User field, then enter the password you produced. Leave the default host worth. Click Check database setups to ensure it

      • functions. The installer will certainly generate qualifications

      for the brand-new

      database. There is no requirement to remember this generated password. Click Next to continue. The database will be developed and also you will see the effective outcome: Click Next. Next off —, offer the adhering to required

      system settings: System FQDN: A fully certified domain. Change example.com with your very own domain. AdminEmail: The e-mail address of your system manager. E-mails regarding mistakes with OTRS will go here. Organization: Your company s name. Leave all other choices at their default values: Click Following. Currently you will certainly arrive at the Mail Arrangement web page. In order to have the ability to send out and receive e-mails, you need to configure a mail account. This tutorial will deal with this later in Step 5, so click Skip this step. The OTRS setup is now total; you will see a Completed page with a web link to the admin panel after Beginning page, and the credentials

      of the OTRS extremely customer after that. Make certain you write down the generated password for the root@localhost user and the URL for the Beginning page. The only point left after an effective setup is to begin the OTRS daemon and also activate its cronjob. Bring up the terminal you are utilizing to access your Ubuntu 18.04 server. The OTRS daemon is in charge of dealing with any kind of asynchronous as well as recurring tasks in OTRS.

      Beginning it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl beginning" Copy You will see the list below result: Output Take care of the OTRS daemon procedure. Daemon started There are

      two default cron documents in the/ opt/otrs/var/ cron/ directory. Move into this directory site. cd/ opt/otrs/var/ cron

      Duplicate These cron data are

      utilized to ensure that the OTRS daemon is running. Activate them

      • by duplicating them without the. dist filename expansion. 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 customer: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh beginning" Copy You have currently’set up OTRS

      with the internet installer and also set up its link

      to the MySQL

      database. You likewise began the OTRS daemon on your web server. Next off, you will certainly visit to the manager web interface and also protected OTRS. Conclusion In this tutorial, you set up OTRS as well as created test assistance workdesk tickets. Now you can approve and

      process demands from your customers making use of both the web user interface as well as e-mail. You can learn more about OTRS by checking out the OTRS Admin Manual. If you wish to find out more about just how to use MySQL, see our An Intro to Queries in MySQL article, or explore DigitalOcean s Handled Databases item.

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