Exactly how To Establish an Assistance Desk System with OTRS on Ubuntu 18.04

Intro

OTRS, likewise known as Open resource Ticket Request System, is an aid workdesk and also IT solution administration system. It gives a solitary point of contact for individuals, consumers, IT workers, IT solutions, and also any kind of exterior organizations. The program is written in Perl, supports a variety of databases (MySQL, PostgreSQL, and so on), and also can incorporate with LDAP directories.

In this tutorial, you will set up OTRS Neighborhood Version on an Ubuntu 18.04 server as well as set up a straightforward aid workdesk system, which will certainly permit you to get and process requests from your clients utilizing both the internet interface as well as e-mail.

Requirements

To finish this tutorial, you will require the following:

• An Ubuntu 18.04 web server set up by following our First Server Arrangement Guide for Ubuntu 18.04, consisting of a non-root individual with sudo advantages and also a firewall program set up with ufw.

• Apache and MySQL installed on your Ubuntu web server. Comply with 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 buy a domain on Namecheap, get one absolutely free on Freenom, or utilize the domain registrar of your selection.

• Both of the adhering to DNS records established for your web server. You can adhere to this introduction to DigitalOcean DNS for details on exactly how to add them.read about it https://freewindows10download.com/soft/helpdeskz from Our Articles

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

• address. A TLS/SSL certificate installed on your Ubuntu 18.04 web server for your domain name. You can comply with the Let’ s Secure on Ubuntu 18.04 overview to get a cost-free TLS/SSL certification.

• Postfix mail transfer agent established by following our guide Just how To Set Up and also Set Up Postfix on Ubuntu 18.04.

• ( Optional) A specialized Gmail account with IMAP access made it possible for, 2-step verification, and also an Application password produced with the Various other (Custom-made name) choice. When you generate the App password, write it down to make sure that you can utilize it in Step 5. You will certainly make use of Gmail to set up incoming mail ticket development in OTRS, with Gmail as your IMAPS mail box. This is just one method of configuring inbound mail for OTRS; if you want to check out other alternatives, check out the OTRS documents.

Warning: Do not utilize any of your very own energetic Gmail accounts to configure 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 better option to create a brand-new Gmail account to utilize especially for OTRS.

Action 1 —– Mounting the OTRS Plan as well as Perl Modules

In this action, you will set up OTRS as well as a set of Perl modules that will certainly enhance the system’ s performance

. OTRS is offered in Ubuntu’ s plan manager, however the main documentation suggests installing OTRS from resource.

To do this, 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 certainly download variation 6.0.19; you can discover the most recent readily available variation on the OTRS download page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Duplicate Next , unbox the compressed
  • data with tar: tar xzf otrs-6.0.19. tar.gz

  Copy

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

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

  Since OTRS is written in Perl, it makes use of a number of Perl modules. Inspect

  • for missing out on modules 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, detailing which modules you currently have actually downloaded and install as well as which you are missing out on:

    • Some components are just needed for optional performance,
      

      such

      as communication with various other data sources or taking care of mail with particular character sets; others are needed for the program to function

      . Although the suggested commands to download these components use apt-get, this tutorial will set up the missing modules with the suitable command, which is the suggested ideal practice for Ubuntu 18.04.

      Do not hesitate to experience these components manually, or make use of 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 setting up these modules, rerun the script to ensure that all the needed components have actually
      been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate Your result will certainly currently show 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 and its

      reliances set up on your server, you can configure OTRS to use Apache as well as MySQL. Step 2– Configuring OTRS, Apache, and MySQL server In this step, you will certainly create a system customer for OTRS, and after that set up Apache and also MySQL server to deal with OTRS. Develop an individual named otrs to run OTRS features with the useradd command: sudo useradd

      – d/ opt/otrs -c ‘ OTRS customer ‘ otrs Replicate- d sets the individual s house directory site as/ opt/otrs, and -c sets

      the ‘ OTRS user ‘ comment to explain the individual. Next off, add otrs to the

      webserver team: sudo usermod- G www-data otrs Replicate OTRS includes a default config data/ opt/otrs/Kernel/ Config.pm.dist. Activate 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 site: cd/ opt/otrs Copy From here, run the otrs.SetPermissions.pl script. It will find the 'correct individual as well as team settings and also set the data as well as directory permissions for OTRS. sudo bin/otrs. SetPermissions.pl Duplicate This

  • will generate the list below output:

  Output Setting authorizations on/ opt/otrs The proper consents are currently established. Next off, trigger the apache2 configuration documents and also ensure it is packed nevertheless other configurations. 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 few Apache modules

to be

active for optimum procedure. You can activate them through the device a2enmod. Although some of these have currently been enabled, it is an excellent concept to check them all: sudo a2enmod

• perl sudo a2enmod headers sudo a2enmod deflate sudo a2enmod filter Duplicate These components allow Apache to deal with Perl,

  control HTTP

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

  Reactivate your internet server to use brand-new setups: sudo systemctl reactivate apache2 Replicate Before you most likely to the next step as well as run the web installer, change several of the MySQL arrangement settings.

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

  conf.d/ mysqld.cnf Replicate Seek the following options under the [mysqld] section. For max_allowed_packet and query_cache_size, transform the worths to 64M as well as 32M specifically, 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

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

• query_cache_size= 32M … Duplicate This changes the

  optimum permitted package dimension as well as the inquiry cache dimension to make sure that MySQL can interface with OTRS. Then add the complying with highlighted extra options under the [mysqld] area, 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 sets the data source logfile dimension, determines the personality set and relation

    , and also develops an init_connect string to establish the

    character set upon starting the MySQL server.
    
    Conserve and also close mysqld.cnf by pressing CTRL+ X, followed by Y and then ENTER. Then, restart your MySQL
    
    server to apply the brand-new specifications:
    
    sudo systemctl reboot mysql.service Replicate Since you have actually produced the otrs individual as well as configured
    
    Apache as well as MySQL to deal with OTRS
    
    , you are ready to utilize the web installer. Action 3-- Utilizing the Internet 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 up https://example.com/otrs/installer.pl in your favored web browser, replacing example.com with your domain name. You will certainly discover a welcome display with the message Welcome to OTRS 6 and also info about the OTRS
    workplaces. Click Next. The next display will certainly have the
    
    permit for OTRS, which is the GNU Public Certificate usual to open up resource programs. Approve by clicking Accept certificate and continue'after reading.
    
    On the next screen, you will certainly be prompted
    
    to choose
    a database type. The defaults( MySQL as well as Develop a new data source for OTRS) are great for your configuration, so click Next to proceed. On the following display, get in the MySQL qualifications
    that you set up during the MySQL server installation. Use favor the Individual field, after that enter the password you produced. Leave the default host worth. Click Examine database setups to make sure it
    
    works. The installer will generate credentials
    for the new
    data source. There is no need to remember this produced password. Click Alongside proceed. The database will be produced and you will certainly see the successful outcome: Click Following. Next —, supply the adhering to necessary
    system setups: System FQDN: A completely certified domain name. Change example.com with your very own domain. 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 choices at their default worths: Click Following. Currently you will come down on the Mail Arrangement page. In order to be able to send and also get emails, you have to set up a mail account. This tutorial will take care of this later on in Step 5, so click Skip this step. The OTRS setup is now complete; you will see a Completed web page with a link to the admin panel after Begin web page, and the qualifications
    of the OTRS extremely customer afterwards. Ensure you document the produced password for the root@localhost user as well as the URL for the Begin web page. The only point left after a successful setup is to begin the OTRS daemon and also activate its cronjob. Raise the terminal you are using to access your Ubuntu 18.04 web server. The OTRS daemon is accountable for handling any kind of asynchronous and reoccuring tasks in OTRS.
    Beginning it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl start" Replicate You will certainly see the list below output: Outcome Take care of the OTRS daemon procedure. Daemon began There are
    2 default cron documents in the/ opt/otrs/var/ cron/ directory. Move right into this directory. cd/ opt/otrs/var/ cron
    Copy These cron documents are
    used to make sure that the OTRS daemon is running. Trigger them
    
    by duplicating them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
    dist otrs_daemon Copy To set up these cron tasks, use the manuscript Cron.sh with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Copy You have actually currently’set up OTRS
    with the web installer and also set up its connection
    to the MySQL
    data source. You likewise began the OTRS daemon on your server. Next, you will certainly visit to the administrator web user interface and protected OTRS. Conclusion In this tutorial, you established OTRS as well as created examination help desk tickets. Currently you can accept and
    refine demands from your customers utilizing both the internet interface and e-mail. You can learn more concerning OTRS by reading the OTRS Admin Manual. If you want to find out more about how to utilize MySQL, see our An Intro to Queries in MySQL post, or check out DigitalOcean  s Took care of Data sources item.