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How to Install OTRS Ticketing System on Ubuntu

Table of Contents

If you’re looking for a robust and reliable ticketing system for your business or support team, OTRS (Open Ticket Request System) is a fantastic choice. In this guide, I’ll walk you through the steps to install OTRS on Ubuntu, making the process straightforward and manageable. Whether you’re handling customer inquiries or internal support requests, OTRS will help you streamline your workflow and keep everything organized. So, let’s dive in and get your ticketing system up and running in no time!

 

 

To start, make sure you’ve created a VPSie account if you haven’t already. Next, proceed by deploying an Ubuntu 22.04 server configured to meet your specific needs.

Once the server is deployed, SSH into the command line interface. Before installing any packages, it’s essential to update your system’s package list to ensure you have access to the latest versions. Open a terminal and run the following command:

sudo apt-get update -y

Install Dependencies

OTRS is written in Perl, so you need to install all the Perl dependencies on your server. You can do this by running the following command:

sudo apt install perl libapache2-mod-perl2 libdbd-mysql-perl libtimedate-perl libnet-dns-perl libnet-ldap-perl libio-socket-ssl-perl libpdf-api2-perl libdbd-mysql-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 libmoo-perl libauthen-ntlm-perl libjavascript-minifier-xs-perl libdbd-odbc-perl libcss-minifier-xs-perl libdbd-pg-perl libdatetime-perl -y
 

Install Apache and MariaDB Server

First, you’ll need to install Apache and MariaDB servers on your system. Run the following command to install both packages:

sudo apt install apache2 mariadb-server mariadb-client -y

 

Once installed, start the Apache and MariaDB services and enable them to start automatically after system reboot:

sudo systemctl start apache2 mariadb
sudo systemctl enable apache2 mariadb

 

Now, ensure the MariaDB installation is secured by executing the command:

mysql_secure_installation

 

Follow the prompts as shown below:

Enter current password for root (enter for none):
Set root password? [Y/n]: N
Remove anonymous users? [Y/n]: Y
Disallow root login remotely? [Y/n]: Y
Remove test database and access to it? [Y/n]: Y
Reload privilege tables now? [Y/n]: Y

 

Next, adjust the MariaDB configuration by editing the file:

nano /etc/mysql/mariadb.conf.d/50-server.cnf

 

Include the following lines within the [mysqld] section:

max_allowed_packet=256M
character-set-server=utf8
collation-server=utf8_general_ci
innodb_buffer_pool_size=5G
innodb_log_file_size=1G

 

Save and exit the file. Finally, restart the MariaDB service to apply the changes:

systemctl restart mariadb

Install ORTS

Create a dedicated user, “otrs,” to run OTRS:

useradd -r -m -d /opt/otrs -c "OTRS User" -s /usr/sbin/nologin otrs

 

Add the OTRS user to the www-data group:

sudo usermod -aG www-data otrs

 

First, download the latest OTRS version from their official website by executing this command:

wget https://otrscommunityedition.com/download/otrs-community-edition-6.0.40.tar.gz

 

Once the download is complete, extract the downloaded file into the OTRS directory:

tar xvfz otrs-community-edition-6.0.40.tar.gz -C /opt/otrs --strip-components=1

 

Next, change the ownership of the OTRS directory to the user and group otrs:

chown -R otrs:otrs /opt/otrs

 

Finally, verify all required Perl modules by running the following command:

perl /opt/otrs/bin/otrs.CheckModules.pl

 

Now rename the OTRS configuration file:

cp /opt/otrs/Kernel/Config.pm{.dist,} 

 

Next, install the required dependencies:

perl -cw /opt/otrs/bin/cgi-bin/index.pl
perl -cw /opt/otrs/bin/cgi-bin/customer.pl
perl -cw /opt/otrs/bin/otrs.Console.pl
perl /opt/otrs/bin/otrs.SetPermissions.pl

Configure Apache for OTRS

First, create a symbolic link to the OTRS Apache configuration file in the Apache web root directory:

ln -s /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/sites-enabled/

 

Next, disable the default Apache site configuration:

a2dissite 000-default.conf

 

Then, enable the required Apache modules:

a2enmod perl version deflate filter headers

 

Adjust Apache permissions for OTRS using:

/opt/otrs/bin/otrs.SetPermissions.pl --web-group=www-data

 

Finally, restart the Apache service to apply the changes:

systemctl restart apache2

 

To verify Apache’s status and ensure everything is running smoothly, use:

systemctl status apache2

 

These steps will ensure OTRS is properly configured and accessible via Apache.

Access ORTS Web UI

 

Open your web browser and navigate to http://server-ip-or-domain/otrs/installer.pl to access the OTRS web installation wizard. You’ll be greeted by the OTRS installation page.

Click the “Next” button to proceed to the OTRS License screen. Once there, accept the license terms to continue.

Next, choose your database and click “Next” again. This will bring up the MySQL configuration screen. Enter your MySQL root password and click “Check database settings.”

 

You have the option to use the auto-generated credentials or provide your own new database username and password, then click the Next button.

Please configure your system settings and proceed by clicking on Next.

Specify your SMTP server if you have or leave it empty, then click the “Skip this step” button.

After completing the installation, you will find the server URL along with a login username and password. Click on the URL provided to be redirected to the OTRS login screen.

 

Please input your login credentials and then click on the Login button.



In conclusion, setting up OTRS on Ubuntu 22.04 offers a robust solution for efficiently managing customer support tickets. By following these steps, you can swiftly deploy OTRS and begin streamlining your support processes, leading to improved customer satisfaction and enhanced organizational efficiency.

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