{"id":13190,"date":"2022-06-16T23:01:05","date_gmt":"2022-06-16T20:01:05","guid":{"rendered":"https:\/\/kifarunix.com\/?p=13190"},"modified":"2024-03-09T15:08:15","modified_gmt":"2024-03-09T12:08:15","slug":"install-otrs-ticketting-system-on-ubuntu","status":"publish","type":"post","link":"https:\/\/kifarunix.com\/install-otrs-ticketting-system-on-ubuntu\/","title":{"rendered":"Install OTRS Ticketting System on Ubuntu 22.04"},"content":{"rendered":"\n<p>Welcome to our tutorial on how to install OTRS ticketting system on Ubuntu 22.04. <a href=\"https:\/\/otrs.com\/product-otrs\/\" target=\"_blank\" rel=\"noreferrer noopener\">OTRS<\/a>, an acronym for Open Source Ticket Request System, is a flexible ticket request and process management system for customer services, Helpdesk, and IT services.<\/p>\n\n\n\n<p>OTRS ships with a comprehensive list of features that you can check them on the <a href=\"https:\/\/otrs.com\/product-otrs\/feature-list\/\" target=\"_blank\" rel=\"noreferrer noopener\">OTRS feature list page<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"install-otrs-ticketting-system-on-ubuntu-22.04\">Install OTRS Ticketting System on Ubuntu 22.04<\/h2>\n\n\n\n<p>OTRS is available as a commercial product as well as a community edition. In this tutorial, however, we will learn how to install OTRS community edition on Ubuntu system by building it from the source.<\/p>\n\n\n\n<p>To begin with;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Create OTRS system user account<\/li>\n<\/ul>\n\n\n\n<pre class=\"wp-block-code\"><code>sudo useradd -r -m -d \/opt\/otrs -c \"OTRS User\" -s \/usr\/sbin\/nologin otrs<\/code><\/pre>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Install Required Build Tools<\/li>\n<\/ul>\n\n\n\n<pre class=\"wp-block-code\"><code>sudo apt install perl libapache2-mod-perl2 libdbd-mysql-perl libtimedate-perl \\\nlibnet-dns-perl libnet-ldap-perl libio-socket-ssl-perl libpdf-api2-perl \\\nlibdbd-mysql-perl libsoap-lite-perl libtext-csv-xs-perl libjson-xs-perl \\\nlibapache-dbi-perl libxml-libxml-perl libxml-libxslt-perl libyaml-perl \\\nlibarchive-zip-perl libcrypt-eksblowfish-perl libencode-hanextra-perl \\\nlibmail-imapclient-perl libtemplate-perl libmoo-perl libauthen-ntlm-perl \\\nlibjavascript-minifier-xs-perl libdbd-odbc-perl  libcss-minifier-xs-perl \\\nlibdbd-pg-perl libdatetime-perl apache2 mariadb-server mariadb-client -y<\/code><\/pre>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Download latest OTRS Source Code from the <a href=\"https:\/\/otrscommunityedition.com\/downloads\/\" target=\"_blank\" rel=\"noreferrer noopener\">download&#8217;s page<\/a> and extract it to \/opt directory.<\/li>\n<\/ul>\n\n\n\n<pre class=\"wp-block-code\"><code>wget -qO- \\\nhttps:\/\/otrscommunityedition.com\/download\/otrs-community-edition-6.0.35.tar.gz \\\n| tar xz -C \/opt\/otrs --strip-components=1<\/code><\/pre>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Next, run the OTRS Perl script to check if all required modules are in place.<\/li>\n<\/ul>\n\n\n\n<pre class=\"wp-block-code\"><code>perl \/opt\/otrs\/bin\/otrs.CheckModules.pl<\/code><\/pre>\n\n\n\n<p>Sample command output;<\/p>\n\n\n\n<pre class=\"scroll-box\"><code>  o Apache::DBI......................ok (v1.12)\n  o Apache2::Reload..................ok (v0.13)\n  o Archive::Tar.....................ok (v2.38)\n  o Archive::Zip.....................ok (v1.68)\n  o Crypt::Eksblowfish::Bcrypt.......ok (v0.009)\n  o CSS::Minifier::XS................ok (v0.13)\n  o Date::Format.....................ok (v2.24)\n  o DateTime.........................ok (v1.55)\n    o DateTime::TimeZone.............ok (v2.51)\n  o DBI..............................ok (v1.643)\n  o DBD::mysql.......................ok (v4.050)\n  o DBD::ODBC........................ok (v1.61)\n  o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)\n  o DBD::Pg..........................ok (v3.15.1)\n  o Digest::SHA......................ok (v6.02)\n  o Encode::HanExtra.................ok (v0.23)\n  o IO::Socket::SSL..................ok (v2.074)\n  o JSON::XS.........................ok (v4.03)\n  o JavaScript::Minifier::XS.........ok (v0.15)\n  o List::Util::XS...................ok (v1.55)\n  o LWP::UserAgent...................ok (v6.64)\n  o Mail::IMAPClient.................ok (v3.43)\n    o IO::Socket::SSL................ok (v2.074)\n    o Authen::SASL...................ok (v2.16)\n    o Authen::NTLM...................ok (v1.09)\n  o ModPerl::Util....................ok (v2.000012)\n  o Moo..............................ok (v2.005004)\n  o Net::DNS.........................ok (v1.33)\n  o Net::LDAP........................ok (v0.68)\n  o Net::SMTP........................ok (v3.13)\n  o Template.........................ok (v2.27)\n  o Template::Stash::XS..............ok (undef)\n  o Text::CSV_XS.....................ok (v1.47)\n  o Time::HiRes......................ok (v1.9767)\n  o XML::LibXML......................ok (v2.0134)\n  o XML::LibXSLT.....................ok (v1.99)\n  o XML::Parser......................ok (v2.46)\n  o YAML::XS.........................ok (v0.83)\n<\/code><\/pre>\n\n\n\n<p>If any Perl module is missing, install using the package manager or CPAN.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Activate the default OTRS configuration, <code>\/opt\/otrs\/Kernel\/Config.pm.dist<\/code>, by renaming it to remove the <strong><code>.dist<\/code><\/strong> extension;<\/li>\n<\/ul>\n\n\n\n<pre class=\"wp-block-code\"><code>cp \/opt\/otrs\/Kernel\/Config.pm{.dist,}<\/code><\/pre>\n\n\n\n<p>Once you activate the configuration file, check if other required modules are okay;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>for i in cgi-bin\/index.pl cgi-bin\/customer.pl otrs.Console.pl; do \\\nperl -cw \/opt\/otrs\/bin\/$i; done<\/code><\/pre>\n\n\n\n<p>Sample Output;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>\/opt\/otrs\/bin\/cgi-bin\/index.pl syntax OK\n\/opt\/otrs\/bin\/cgi-bin\/customer.pl syntax OK\n\/opt\/otrs\/bin\/otrs.Console.pl syntax OK<\/code><\/pre>\n\n\n\n<p>Ensure everything is Okay before you can proceed.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Run MySQL initial security script;<\/li>\n<\/ul>\n\n\n\n<pre class=\"wp-block-code\"><code>mysql_secure_installation<\/code><\/pre>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Create OTRS Database and Database User<\/li>\n<\/ul>\n\n\n\n<pre class=\"wp-block-code\"><code>mysql -u root -p -e \"create database otrsdb character set utf8 collate utf8_general_ci;\"<\/code><\/pre>\n\n\n\n<pre class=\"wp-block-code\"><code>mysql -u root -p -e \"grant all on otrsdb.* to otrsadmin@localhost identified by '<strong>ChangeME<\/strong>';\"<\/code><\/pre>\n\n\n\n<pre class=\"wp-block-code\"><code>mysql -u root -p -e \"flush privileges;\"<\/code><\/pre>\n\n\n\n<p>Update the database configuration with the settings below;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>max_allowed_packet   = 64M\nquery_cache_size     = 32M\ninnodb_log_file_size = 256M<\/code><\/pre>\n\n\n\n<p>Please these lines within the <code>[mysqld]<\/code> section. Use the command below;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>sed -i.bak -e \\\n'\/\\&#91;mysqld\\]\/amax_allowed_packet   = 64M\\nquery_cache_size     = 32M\\ninnodb_log_file_size = 256M' \\\n\/etc\/mysql\/mariadb.conf.d\/50-server.cnf<\/code><\/pre>\n\n\n\n<p>Restart the database service;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>systemctl restart mariadb<\/code><\/pre>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Setup Apache OTRS Site Configuration<\/li>\n<\/ul>\n\n\n\n<p>By default, OTRS ships with default Apache configuration, <code>\/opt\/otrs\/scripts\/apache2-httpd.include.conf<\/code>.<\/p>\n\n\n\n<p>Thus, instead of re-inventing the wheel, just link this configuration file to Apache sites-enabled directory to use it to serve OTRS.<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>ln -s \/opt\/otrs\/scripts\/apache2-httpd.include.conf \/etc\/apache2\/sites-enabled\/<\/code><\/pre>\n\n\n\n<p>Disable the default Apache site configuration;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>a2dissite 000-default.conf<\/code><\/pre>\n\n\n\n<p>Next, enable the required Apache modules;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>a2enmod perl version deflate filter headers<\/code><\/pre>\n\n\n\n<p>Set the ownership of the \/opt\/otrs;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>chown -R otrs: \/opt\/otrs\/<\/code><\/pre>\n\n\n\n<pre class=\"wp-block-code\"><code>usermod -aG www-data otrs<\/code><\/pre>\n\n\n\n<p>Update OTRS Files Permissions<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>\/opt\/otrs\/bin\/otrs.SetPermissions.pl --web-group=www-data<\/code><\/pre>\n\n\n\n<p>Check Apache configuration for any error and restart Apache Web Server;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>apachectl -t<\/code><\/pre>\n\n\n\n<pre class=\"wp-block-code\"><code>systemctl restart apache2<\/code><\/pre>\n\n\n\n<h3 class=\"wp-block-heading\">Finalize Setup of OTRS on Browser<\/h3>\n\n\n\n<p>Allow external access to Apache service;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>ufw allow 80\/tcp<\/code><\/pre>\n\n\n\n<p>Next, access the OTRS installer via the <code><strong>http:\/\/HOST_IP_OR_DOMAIN\/otrs\/installer.pl<\/strong><\/code>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>On the first step, you need to Accept End User License Agreement. Thus click Next and scroll down and accept the license.<\/li>\n<\/ul>\n\n\n\n<div><a href=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/accept-otrs-eula.png\" class=\"td-modal-image\"><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1589\" height=\"678\" src=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/accept-otrs-eula.png\" alt=\"Install OTRS Ticketting System on Ubuntu 22.04\" class=\"wp-image-13180\" title=\"\" srcset=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/accept-otrs-eula.png?v=1655390463 1589w, https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/accept-otrs-eula-768x328.png?v=1655390463 768w, https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/accept-otrs-eula-1536x655.png?v=1655390463 1536w\" sizes=\"(max-width: 1589px) 100vw, 1589px\" \/><\/figure><\/a><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Define OTRS database connections details created above. If you have not already created the database, you can choose to create a new one.<\/li>\n<\/ul>\n\n\n\n<p>Thus select &#8220;<strong>Use an existing database for OTRS<\/strong>&#8221; and proceed to define the database connection details.<\/p>\n\n\n\n<div><a href=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/create-otrs-database.png\" class=\"td-modal-image\"><div class=\"wp-block-image\"><figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1557\" height=\"671\" src=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/create-otrs-database.png\" alt=\"Install OTRS Ticketting System on Ubuntu 22.04\" class=\"wp-image-13181\" title=\"\" srcset=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/create-otrs-database.png?v=1655390514 1557w, https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/create-otrs-database-768x331.png?v=1655390514 768w, https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/create-otrs-database-1536x662.png?v=1655390514 1536w\" sizes=\"(max-width: 1557px) 100vw, 1557px\" \/><\/figure><\/div><\/a><\/div>\n\n\n\n<p>Once you enter the database connection settings, verify the connection before you can proceed.<\/p>\n\n\n\n<div><a href=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/check-otrs-database-connection.png\" class=\"td-modal-image\"><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1262\" height=\"628\" src=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/check-otrs-database-connection.png\" alt=\"Install OTRS Ticketting System on Ubuntu 22.04\" class=\"wp-image-13182\" title=\"\" srcset=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/check-otrs-database-connection.png?v=1655390536 1262w, https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/check-otrs-database-connection-768x382.png?v=1655390536 768w\" sizes=\"(max-width: 1262px) 100vw, 1262px\" \/><\/figure><\/a><\/div>\n\n\n\n<p>The database setup will proceed when you click Next.<\/p>\n\n\n\n<div><a href=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-database-setup.png\" class=\"td-modal-image\"><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1264\" height=\"548\" src=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-database-setup.png\" alt=\"\" class=\"wp-image-13183\" title=\"\" srcset=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-database-setup.png?v=1655390574 1264w, https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-database-setup-768x333.png?v=1655390574 768w\" sizes=\"(max-width: 1264px) 100vw, 1264px\" \/><\/figure><\/a><\/div>\n\n\n\n<p>Once it is done, click Next.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>OTRS general and Mail settings;<\/li>\n<\/ul>\n\n\n\n<div><a href=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-general-setting-mail.png\" class=\"td-modal-image\"><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1274\" height=\"794\" src=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-general-setting-mail.png\" alt=\"Install OTRS Ticketting System on Ubuntu 22.04\" class=\"wp-image-13184\" title=\"\" srcset=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-general-setting-mail.png?v=1655390601 1274w, https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-general-setting-mail-768x479.png?v=1655390601 768w\" sizes=\"(max-width: 1274px) 100vw, 1274px\" \/><\/figure><\/a><\/div>\n\n\n\n<p>Click Next to configure your email settings.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>OTRS Login Credentials<\/li>\n<\/ul>\n\n\n\n<p>At the finish, you will see the OTRS login details.<\/p>\n\n\n\n<div><a href=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-login-credentials.png\" class=\"td-modal-image\"><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1279\" height=\"430\" src=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-login-credentials.png\" alt=\"\" class=\"wp-image-13185\" title=\"\" srcset=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-login-credentials.png?v=1655390632 1279w, https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-login-credentials-768x258.png?v=1655390632 768w\" sizes=\"(max-width: 1279px) 100vw, 1279px\" \/><\/figure><\/a><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>OTRS Dashboard<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1895\" height=\"897\" src=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-dashboard.png\" alt=\"\" class=\"wp-image-13186\" title=\"\" srcset=\"https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-dashboard.png?v=1655390755 1895w, https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-dashboard-768x364.png?v=1655390755 768w, https:\/\/kifarunix.com\/wp-content\/uploads\/2022\/06\/otrs-dashboard-1536x727.png?v=1655390755 1536w\" sizes=\"(max-width: 1895px) 100vw, 1895px\" \/><\/figure>\n\n\n\n<p>If you see that the OTRS Daemon is not running, start the OTRS Daemon;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>sudo -Hiu otrs \/opt\/otrs\/bin\/otrs.Daemon.pl start<\/code><\/pre>\n\n\n\n<p>Next, ensure that the OTRS cron jobs under <code>\/opt\/otrs\/var\/cron\/<\/code> exists without the <strong>.dist<\/strong> extension and start them;<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>sudo -Hiu otrs cp \/opt\/otrs\/var\/cron\/aaa_base{.dist,}<\/code><\/pre>\n\n\n\n<pre class=\"wp-block-code\"><code>sudo -Hiu otrs cp \/opt\/otrs\/var\/cron\/otrs_daemon{.dist,}<\/code><\/pre>\n\n\n\n<pre class=\"wp-block-code\"><code>sudo -Hiu otrs \/opt\/otrs\/bin\/Cron.sh start<\/code><\/pre>\n\n\n\n<p>OTRS Ticketting System is now installed on Ubuntu 22.04.<\/p>\n\n\n\n<p>Read more on the <a href=\"https:\/\/doc.otrs.com\/doc\/manual\/admin\/6.0\/en\/html\/administration.html\" target=\"_blank\" rel=\"noreferrer noopener\">administration page<\/a>.<\/p>\n\n\n\n<p>Other Tutorials<\/p>\n\n\n\n<p><a href=\"https:\/\/kifarunix.com\/install-request-tracker-rt-with-mariadb-on-centos-8\/\" target=\"_blank\" rel=\"noreferrer noopener\">Install Request Tracker (RT) with MariaDB on CentOS 8<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Welcome to our tutorial on how to install OTRS ticketting system on Ubuntu 22.04. OTRS, an acronym for Open Source Ticket Request System, is a<\/p>\n","protected":false},"author":1,"featured_media":13188,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[121,1322],"tags":[5403,5408,5405,5406,5404],"class_list":["post-13190","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-howtos","category-ticketing-systems","tag-install-otrs-on-ubuntu-22-04","tag-otrs-helpdesk-system","tag-otrs-install-ubuntu","tag-otrs-ticket-system","tag-ubuntu-22-04-install-otrs","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-50","resize-featured-image"],"_links":{"self":[{"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/posts\/13190"}],"collection":[{"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/comments?post=13190"}],"version-history":[{"count":5,"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/posts\/13190\/revisions"}],"predecessor-version":[{"id":20561,"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/posts\/13190\/revisions\/20561"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/media\/13188"}],"wp:attachment":[{"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/media?parent=13190"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/categories?post=13190"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/kifarunix.com\/wp-json\/wp\/v2\/tags?post=13190"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}