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How To Establish an Aid Workdesk System with OTRS on Ubuntu 18.04

Introduction

OTRS, likewise known as Open resource Ticket Demand System, is an aid desk and also IT service monitoring system. It gives a solitary factor of contact for customers, consumers, IT workers, IT services, and also any kind of external organizations. The program is written in Perl, sustains a range of data sources (MySQL, PostgreSQL, and so on), and also can integrate with LDAP directory sites.

In this tutorial, you will install OTRS Area Version on an Ubuntu 18.04 web server as well as set up a simple assistance desk system, which will enable you to obtain as well as refine demands from your customers utilizing both the web user interface as well as email.

Requirements

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

  • An Ubuntu 18.04 web server set up by following our Preliminary 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 as well as 2 of this overview to configure these.

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

  • 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 include them.by link helpdeskz website

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

  • Postfix mail transfer agent set up by following our guide How To Install and Configure Postfix on Ubuntu 18.04.

  • ( Optional) A specialized Gmail account with IMAP access made it possible for, 2-step verification, as well as an Application password generated with the Other (Personalized name) alternative. When you create the App password, compose it down to ensure that you can use it symphonious 5. You will use Gmail to configure inbound 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 want to explore various other choices, have a look at the OTRS paperwork.

Warning: Do not utilize any one of your very own active Gmail accounts to set up inbound mail for OTRS. When imap.gmail.com forwards emails to OTRS, all emails in the Gmail account are removed. Because of this, it is a much better alternative to produce a new Gmail account to make use of specifically for OTRS.

Action 1 —– Setting Up the OTRS Plan and also Perl Modules

In this action, you will mount OTRS and a set of Perl components that will certainly enhance the system’ s performance

. OTRS is available in Ubuntu’ s package supervisor, yet the official documentation recommends setting up OTRS from resource.

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

  • ssh sammy@Ubuntu_Server_IP!.?.! Replicate Then download the resource archive with the wget command. For this tutorial, you will download and install variation 6.0.19; you can find the latest offered variation on the OTRS download page. wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz Copy Next , unload the compressed
    • data with tar: tar xzf otrs-6.0.19. tar.gz

    Copy

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

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

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

    • for missing out on modules by utilizing the CheckModules.pl manuscript

      included with OTRS: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Duplicate You ll see outcome such as this, providing which modules you already have actually downloaded and also which you are missing:

      • Some components are just needed for optional performance,

        such

        as communication with other databases or managing mail with particular character collections; others are required for the program to function

        . Although the recommended commands to download these components utilize apt-get, this tutorial will certainly set up the missing modules with the proper command, which is the recommended finest technique for Ubuntu 18.04.

        Feel free to experience these components manually, or make use of the adhering to command:$ sudo suitable mount 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 components, rerun the manuscript to make sure that all the required modules have actually
        been installed: sudo/ opt/otrs/bin/ otrs.CheckModules.pl Copy Your outcome will certainly now show all the mounted components: 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 as well as its

        reliances installed on your web server, you can configure OTRS to utilize Apache and also MySQL. Step 2– Configuring OTRS, Apache, and MySQL server In this step, you will certainly produce a system user for OTRS, and afterwards set up Apache and MySQL server to deal with OTRS. Create a user called otrs to run OTRS functions with the useradd command: sudo useradd

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

        the ‘ OTRS individual ‘ comment to define the customer. Next off, include otrs to the

        webserver group: sudo usermod- G www-data otrs Copy OTRS features a default config data/ opt/otrs/Kernel/ Config.pm.dist. Activate this by copying it without the. dist filename extension: sudo cp/ opt/otrs/Kernel/ Config.pm.dist/ opt/otrs/Kernel/ Config.pm Copy Now, navigate

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

    • will certainly yield the list below result:

    Output Establishing authorizations on/ opt/otrs The right consents are now set. Next off, turn on the apache2 setup documents and ensure it is packed after all various other setups. To

  • 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 Replicate OTRS needs
  • a couple of Apache modules

to be

active for optimum operation. You can activate them using the device a2enmod. Although a few of these have currently been made it possible for, it is a great idea to examine them all: sudo a2enmod

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

    control HTTP

    headers, compress server output, as well as set up outcome material filters.

    Restart your web server to use brand-new arrangements: sudo systemctl reactivate apache2 Copy Before you go to the next step as well as run the web installer, transform some of the MySQL setup settings.

  • Open up the MySQL setup data in your recommended full-screen editor. This tutorial utilizes nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Copy Try to find the adhering to choices under the [mysqld] area. For max_allowed_packet and query_cache_size, alter 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 replaces

the startup

script as well as 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 # # * Query Cache Arrangement # query_cache_limit= 1M

  • query_cache_size= 32M … Copy This changes the

    maximum allowed packet dimension and the inquiry cache dimension to make sure that MySQL can interface with OTRS. Then include 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 = ‘ SET NAMES utf8 ‘. character-set-server= utf8 Copy This sets the database logfile size, figures out the personality set and collation

      , as well as produces an init_connect string to establish the

      personality set upon beginning the MySQL server.
      Save and close mysqld.cnf by pushing CTRL+ X, adhered to by Y and afterwards ENTER. After that, restart your MySQL
      server to use the new parameters:
      sudo systemctl reboot mysql.service Duplicate Now that you have created the otrs individual and configured
      Apache as well as MySQL to deal with OTRS
      , you prepare to utilize the internet installer. Action 3-- Utilizing the Web Installer In this action, you will set up OTRS

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

      workplaces. Click Next. The following screen will have the
      license for OTRS, which is the GNU Public Certificate common to open up source programs. Approve by clicking Accept certificate and also proceed'after analysis.
      On the following display, you will be triggered

      to pick

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

      that you established throughout the MySQL server installation. Use favor the Individual field, after that go into the password you created. Leave the default host value. Click Examine database setups to see to it it

      • functions. The installer will certainly generate qualifications

      for the new

      database. There is no requirement to remember this created password. Click Beside proceed. The database will certainly be created and also you will see the effective result: Click Next. Next —, provide the complying with needed

      system setups: System FQDN: A fully certified domain name. Change example.com with your own domain. AdminEmail: The e-mail address of your system manager. Emails about errors with OTRS will certainly go below. Organization: Your organization s name. Leave all various other choices at their default worths: Click Next. Now you will certainly arrive on the Mail Arrangement page. In order to have the ability to send out as well as receive emails, you have to configure a mail account. This tutorial will deal with this later on symphonious 5, so click Avoid this step. The OTRS installation is currently complete; you will see a Completed web page with a link to the admin panel after Beginning web page, and the credentials

      of the OTRS very customer afterwards. Make sure you make a note of the produced password for the root@localhost user and also the URL for the Beginning page. The only point left after an effective installation is to begin the OTRS daemon and trigger its cronjob. Raise the terminal you are using to access your Ubuntu 18.04 server. The OTRS daemon is responsible for dealing with any kind of asynchronous as well as recurring jobs 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 outcome: Result Handle the OTRS daemon procedure. Daemon started There are

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

      Copy These cron data are

      used to make sure 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 Copy To arrange these cron tasks, make use of the manuscript Cron.sh with the otrs customer: sudo su- otrs- c"/ opt/otrs/bin/ Cron.sh beginning" Copy You have currently’installed OTRS

      with the internet installer and set up its connection

      to the MySQL

      data source. You also began the OTRS daemon on your server. Next off, you will certainly log in to the administrator internet user interface as well as protected OTRS. Conclusion In this tutorial, you set up OTRS and also created examination assistance desk tickets. Currently you can accept and

      refine requests from your users using both the internet user interface and also e-mail. You can find out more regarding OTRS by reviewing the OTRS Admin Manual. If you intend to find out more regarding just how to utilize MySQL, see our An Intro to Queries in MySQL article, or check out DigitalOcean s Managed Data sources product.

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