Intro
OTRS, also known as Open source Ticket Request System, is a help workdesk as well as IT solution monitoring system. It supplies a single point of call for individuals, clients, IT workers, IT solutions, as well as any kind of exterior organizations. The program is written in Perl, sustains a selection of databases (MySQL, PostgreSQL, and so on), and can integrate with LDAP directories.
In this tutorial, you will certainly mount OTRS Neighborhood Version on an Ubuntu 18.04 server and also established a straightforward assistance desk system, which will certainly enable you to obtain and process requests from your consumers using both the internet user interface and also e-mail.
Prerequisites
To complete this tutorial, you will require the following:
-
An Ubuntu 18.04 web server established by following our Preliminary Server Arrangement Overview for Ubuntu 18.04, consisting of a non-root individual with sudo benefits and a firewall software set up with ufw.
-
Apache and MySQL set up on your Ubuntu web server. Adhere to action 1 and 2 of this overview to set up these.
-
A fully registered domain. This tutorial will certainly make use of example.com throughout. You can purchase a domain on Namecheap, get one completely free on Freenom, or make use of the domain name registrar of your option.
-
Both of the adhering to DNS records set up for your server. You can follow this introduction to DigitalOcean DNS for information on how to add them.Read here freewindows10download.com At our site
- An A record 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 installed on your Ubuntu 18.04 server for your domain name. You can comply with the Let’ s Secure on Ubuntu 18.04 guide to acquire a totally free TLS/SSL certificate.
-
Postfix mail transfer agent set up by following our tutorial How To Install as well as Configure Postfix on Ubuntu 18.04.
-
( Optional) A specialized Gmail account with IMAP gain access to enabled, 2-step verification, and also an Application password produced with the Other (Custom-made name) alternative. When you create the Application password, compose it down to ensure that you can use it symphonious 5. You will use Gmail to set up incoming mail ticket development in OTRS, with Gmail as your IMAPS mailbox. This is simply one technique of setting up inbound mail for OTRS; if you wish to check out various other alternatives, check out the OTRS paperwork.
Warning: Do not use any one of your very own active 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 much better option to develop a new Gmail account to utilize particularly for OTRS.
Action 1 —- Mounting the OTRS Plan as well as Perl Modules
In this action, you will certainly mount OTRS and a collection of Perl components that will certainly increase the system’ s functionality
. OTRS is readily available in Ubuntu’ s plan supervisor, yet the main documents suggests setting up OTRS from source.
To do this, first log into your Ubuntu web server as your non-root customer:
- ssh sammy@Ubuntu_Server_IP!.?.! Duplicate Then download 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 web page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Replicate Next , unload the pressed
- documents with tar: tar xzf otrs-6.0.19. tar.gz
Duplicate
Relocate the materials of the archive 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 makes use of a variety of Perl components. Check
- for missing components by using the CheckModules.pl manuscript
consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Replicate You ll see outcome such as this, noting which components you currently have downloaded and install and also which you are missing:
- Some modules are just needed for optional performance,
such
as communication with other data sources or managing mail with certain character sets; others are required 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 modules with the apt command, which is the suggested finest practice for Ubuntu 18.04.
Feel free to undergo these components manually, or utilize the complying with 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 setting up these modules, rerun the manuscript to make sure that all the called for components have
been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your result will now reveal 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) Since you have
OTRS as well as its
dependences set up on your server, you can configure OTRS to utilize Apache as well as MySQL. Step 2- Setting Up OTRS, Apache, and MySQL web server In this action, you will produce a system user for OTRS, and after that configure Apache and also MySQL web server to collaborate with OTRS. Develop an individual called otrs to run OTRS functions with the useradd command: sudo useradd
- d/ opt/otrs -c ‘ OTRS customer ‘ otrs Copy- d establishes the user s residence directory site as/ opt/otrs, and also -c establishes
the ‘ OTRS customer ‘ comment to describe the customer. Next off, add otrs to the
webserver team: 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 Replicate Now, browse
to the/ opt/otrs directory: cd/ opt/otrs Duplicate From here, run the otrs.SetPermissions.pl script. It will certainly identify the 'proper individual and group settings as well as set the documents and also directory site approvals for OTRS. sudo bin/otrs. SetPermissions.pl Copy This
- Some modules are just needed for optional performance,
- will certainly produce the list below result:
Outcome Establishing authorizations on/ opt/otrs The right approvals are now established. Next, turn on the apache2 configuration documents and also ensure it is loaded after all various other setups. To
- for missing components by using the CheckModules.pl manuscript
- 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 Duplicate OTRS needs
- a couple of Apache modules
to be
active for optimal procedure. You can activate them using the tool a2enmod. Although some of these have already been enabled, it is an excellent idea to check them all: sudo a2enmod
- perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Copy These components enable Apache to collaborate with Perl,
control HTTP
headers, press web server outcome, and configure result material filters.
Restart your web server to apply new setups: sudo systemctl reboot apache2 Copy Before you go to the next action and run the internet installer, change some of the MySQL arrangement settings.
- Open up the MySQL arrangement documents in your favored text editor. This tutorial makes use of nano: sudo nano/ etc/mysql/mysql.
conf.d/ mysqld.cnf Duplicate Look for the following alternatives under the [mysqld] area. For max_allowed_packet and also query_cache_size, change the values to 64M as well as 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 startup
manuscript and 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 Configuration # query_cache_limit= 1M
- query_cache_size= 32M … Copy This changes the
maximum permitted package dimension as well as the query cache dimension to make sure that MySQL can user interface with OTRS. After that include the complying with highlighted added options under the [mysqld] section, at the end of the documents:/ 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 Copy This establishes the data source logfile size, identifies the character set and also collation
, and also develops an init_connect string to establish the
personality set upon beginning the MySQL server.
Conserve and also shut mysqld.cnf by pressing CTRL+ X, adhered to by Y and then GET IN. Then, restart your MySQL
server to apply the brand-new criteria:
sudo systemctl restart mysql.service Duplicate Since you have actually created the otrs user as well as configured
Apache and MySQL to collaborate with OTRS
, you are ready to use the internet installer. Step 3-- Utilizing the Web Installer In this step, you will certainly set up OTRSs data source settings in an internet browser as well as begin the OTRS daemon process on the command line. Open up https://example.com/otrs/installer.pl in your favored internet browser, replacing example.com with your domain name. You will certainly locate a welcome display with the message Invite to OTRS 6 and info about the OTRS
workplaces. Click Next. The following screen will have the
certificate for OTRS, which is the GNU General Public Permit usual to open up resource programs. Accept by clicking Accept certificate and also continue'after reading.
On the next screen, you will be triggeredto select
a database kind. The defaults( MySQL as well as Produce a brand-new database for OTRS) are great for your arrangement, so click Next to proceed. On the following display, get in the MySQL credentials
that you set up throughout the MySQL server setup. Use favor the Customer area, then go into the password you produced. Leave the default host value. Click Examine database setups to make sure it
- works. The installer will produce qualifications
for the new
data source. There is no demand to remember this generated password. Click Alongside proceed. The data source will be developed and also you will see the effective result: Click Next. Next —, provide the adhering to required
system settings: System FQDN: A completely qualified domain. Replace example.com with your own domain name. AdminEmail: The email address of your system administrator. E-mails concerning mistakes with OTRS will go right here. Organization: Your company s name. Leave all other alternatives at their default worths: Click Next. Now you will land on the Mail Setup page. In order to be able to send out as well as get e-mails, you have to set up a mail account. This tutorial will look after this later on symphonious 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 Start web page, as well as the credentials
of the OTRS super user after that. Ensure you document the created password for the root@localhost user as well as the LINK for the Begin web page. The only thing left after an effective installation is to start the OTRS daemon as well as activate its cronjob. Raise the incurable you are utilizing to access your Ubuntu 18.04 server. The OTRS daemon is accountable for taking care of any type of asynchronous and repeating jobs in OTRS.
Beginning it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl beginning" Copy You will see the following output: Output Take care of the OTRS daemon procedure. Daemon began There are
two default cron documents in the/ opt/otrs/var/ cron/ directory site. Move into this directory site. cd/ opt/otrs/var/ cron
Duplicate These cron files are
used to make certain that the OTRS daemon is running. Trigger them
- by replicating 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 jobs, use the script Cron.sh with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Replicate You have actually now’set up OTRS
with the web installer as well as set up its connection
to the MySQL
database. You also began the OTRS daemon on your server. Next, you will visit to the administrator internet interface and secure OTRS. Final thought In this tutorial, you set up OTRS and produced examination assistance desk tickets. Currently you can accept and
process demands from your customers utilizing both the internet interface and also email. You can discover more about OTRS by reviewing the OTRS Admin Guidebook. If you intend to learn more about exactly how to use MySQL, see our An Introduction to Queries in MySQL short article, or explore DigitalOcean s Took care of Databases product.
- / mysqld.cnf … # ssl-cert=/ etc/mysql/server-cert.