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

Introduction

OTRS, additionally called Open resource Ticket Request System, is a help desk and also IT solution monitoring system. It offers a solitary point of call for users, clients, IT personnel, IT services, as well as any type of external organizations. The program is written in Perl, sustains a variety of data sources (MySQL, PostgreSQL, etc.), and can integrate with LDAP directory sites.

In this tutorial, you will mount OTRS Area Edition on an Ubuntu 18.04 web server as well as established a basic help workdesk system, which will enable you to obtain and refine demands from your customers using both the internet interface as well as email.

Prerequisites

To complete this tutorial, you will need the following:

  • An Ubuntu 18.04 web server set up by following our Initial Server Configuration Overview for Ubuntu 18.04, including a non-root customer with sudo benefits and a firewall software set up with ufw.

  • Apache as well as MySQL set up on your Ubuntu web server. Follow step 1 as well as 2 of this guide to set up these.

  • A fully registered domain name. This tutorial will make use of example.com throughout. You can acquire a domain on Namecheap, get one absolutely free on Freenom, or use the domain registrar of your selection.

  • Both of the following DNS documents established for your web server. You can adhere to this introduction to DigitalOcean DNS for details on just how to add them.Join Us HelpDeskZ for Window website

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

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

  • ( Optional) A specialized Gmail account with IMAP access enabled, 2-step verification, as well as an Application password created with the Various other (Custom name) choice. When you generate the App password, compose it down to ensure that you can utilize it symphonious 5. You will utilize Gmail to configure incoming mail ticket production in OTRS, with Gmail as your IMAPS mailbox. This is just one technique of configuring incoming mail for OTRS; if you wish to check out various other alternatives, check out the OTRS documentation.

Caution: Do not make use of any one of your own energetic Gmail accounts to set up incoming mail for OTRS. When imap.gmail.com forwards e-mails to OTRS, all emails in the Gmail account are removed. As a result of this, it is a better option to develop a new Gmail account to use specifically for OTRS.

Step 1 —– Mounting the OTRS Bundle and also Perl Modules

In this action, you will certainly install OTRS and a set of Perl modules that will certainly boost the system’ s functionality

. OTRS is available in Ubuntu’ s plan manager, however the main paperwork suggests mounting OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Copy After that download the source archive with the wget command. For this tutorial, you will download and install version 6.0.19; you can locate the current readily available variation on the OTRS download and install page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Copy Next off , unbox the compressed
    • documents with tar: tar xzf otrs-6.0.19. tar.gz

    Duplicate

    Move the materials of the archive right into the/ opt/otrs

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

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

    • for missing out on components by using the CheckModules.pl manuscript

      consisted of with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy You ll see output such as this, listing which components you currently have downloaded and install and which you are missing:

      • Some modules are just required for optional performance,

        such

        as communication with other data sources or handling mail with particular personality collections; others are essential for the program to function

        . Although the recommended commands to download these components make use of apt-get, this tutorial will certainly set up the missing out on components with the apt command, which is the suggested best method for Ubuntu 18.04.

        Feel free to go through these modules by hand, or use 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 modules, rerun the script to make sure that all the called for modules have actually
        been set up: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your result will now reveal all the installed components: Output … 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

        dependences installed on your web server, you can set up OTRS to make use of Apache and MySQL. Step 2– Configuring OTRS, Apache, and MySQL server In this step, you will produce a system individual for OTRS, and then configure Apache and also MySQL server to collaborate with OTRS. Develop a customer named otrs to run OTRS functions with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS individual ‘ otrs Duplicate- d establishes the user s residence directory as/ opt/otrs, and also -c establishes

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

        webserver team: sudo usermod- G www-data otrs Replicate OTRS comes with a default config documents/ opt/otrs/Kernel/ Config.pm.dist. Activate this by duplicating it without the. dist filename extension: sudo cp/ opt/otrs/Kernel/ Config.pm.dist/ opt/otrs/Kernel/ Config.pm Duplicate Currently, browse

      to the/ opt/otrs directory site: cd/ opt/otrs Copy From here, run the otrs.SetPermissions.pl script. It will find the 'appropriate customer as well as team settings as well as set the file and directory site approvals for OTRS. sudo bin/otrs. SetPermissions.pl Duplicate This

    • will certainly generate the following output:

    Output Setting approvals on/ opt/otrs The right consents are now established. Next, trigger the apache2 setup documents and also make certain it is packed besides 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 needs
  • a couple of Apache modules

to be

energetic for ideal operation. You can trigger them via the device a2enmod. Although some of these have actually currently been made it possible for, it is an excellent suggestion to examine them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Copy These modules make it possible for Apache to collaborate with Perl,

    control HTTP

    headers, press web server output, as well as configure result content filters.

    Reboot your web server to apply new setups: sudo systemctl reactivate apache2 Replicate Before you go to the following step as well as run the web installer, change a few of the MySQL setup setups.

  • Open up the MySQL arrangement file in your preferred text editor. This tutorial uses nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Copy Try to find the adhering to alternatives under the [mysqld] section. For max_allowed_packet and also query_cache_size, transform the worths to 64M and also 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 also checks MyISAM tables if required # the very first time they are touched myisam-recover-options= BACKUP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Question Cache Setup # query_cache_limit= 1M

  • query_cache_size= 32M … Replicate This changes the

    optimum enabled package size and the query cache size to ensure that MySQL can interface with OTRS. After that add the following highlighted extra alternatives 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 = ‘ COLLECTION NAMES utf8 ‘. character-set-server= utf8 Duplicate This establishes the database logfile size, identifies the personality set and relation

      , and also produces an init_connect string to set the

      character set upon starting the MySQL web server.
      Conserve and also close mysqld.cnf by pushing CTRL+ X, adhered to by Y and then GET IN. Then, reboot your MySQL
      web server to use the new parameters:
      sudo systemctl reactivate mysql.service Duplicate Now that you have developed the otrs individual as well as set up
      Apache and also MySQL to deal with OTRS
      , you prepare to make use of the internet installer. Step 3-- Making Use Of the Internet Installer In this step, you will set up OTRS

      s database settings in an internet browser and start the OTRS daemon process on the command line. Open up https://example.com/otrs/installer.pl in your favored web internet browser, changing example.com with your domain name. You will discover a welcome screen with the message Invite to OTRS 6 and also details about the OTRS

      workplaces. Click Next. The next screen will certainly have the
      license for OTRS, which is the GNU General Public License usual to open up source programs. Accept by clicking Accept license as well as continue'after reading.
      On the following screen, you will be triggered

      to pick

      a data source kind. The defaults( MySQL and Develop a brand-new database for OTRS) are great for your setup, so click Next to continue. On the next display, enter the MySQL credentials

      that you established during the MySQL server setup. Use root for the Customer area, then get in the password you created. Leave the default host value. Click Examine database setups to make certain it

      • functions. The installer will certainly create qualifications

      for the brand-new

      database. There is no requirement to bear in mind this produced password. Click Alongside proceed. The database will certainly be created and also you will certainly see the effective result: Click Next. Next off —, offer the complying with needed

      system setups: System FQDN: A totally certified domain. Replace example.com with your very own domain name. AdminEmail: The e-mail address of your system manager. Emails concerning mistakes with OTRS will go below. Company: Your organization s name. Leave all various other options at their default worths: Click Next. Now you will certainly arrive at the Mail Configuration web page. In order to be able to send out and receive emails, you need to configure a mail account. This tutorial will certainly take care of this later on in Step 5, so click Miss this step. The OTRS setup is now complete; you will see a Finished web page with a web link to the admin panel after Beginning page, and also the credentials

      of the OTRS incredibly individual after that. See to it you list the generated password for the root@localhost user and the LINK for the Begin web page. The only thing left after an effective setup is to start the OTRS daemon and also trigger its cronjob. Bring up the incurable you are using to access your Ubuntu 18.04 server. The OTRS daemon is responsible for taking care of any kind of asynchronous and also reoccuring tasks in OTRS.

      Begin it with the otrs individual: sudo su- otrs -c"/ opt/otrs/bin/ otrs.Daemon.pl begin" Duplicate You will certainly see the list below result: Output Take care of the OTRS daemon procedure. Daemon began There are

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

      Copy These cron files are

      utilized to make certain 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 Replicate To schedule these cron jobs, use the manuscript Cron.sh with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh begin" Duplicate You have currently’mounted OTRS

      with the web installer as well as established its link

      to the MySQL

      data source. You likewise began the OTRS daemon on your web server. Next off, you will log in to the manager internet interface and safe OTRS. Verdict In this tutorial, you set up OTRS and developed examination help desk tickets. Now you can accept and also

      process requests from your users utilizing both the internet user interface and e-mail. You can discover more about OTRS by reading the OTRS Admin Guidebook. If you intend to learn more concerning exactly how to make use of MySQL, see our An Introduction to Queries in MySQL short article, or discover DigitalOcean s Handled Databases product.

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