You are on page 1of 3

OTRS - Community Help Wiki

Ubuntu.com

Official Documentation
Page History

Community Help Wiki

Community

Support

Contribute

Login to edit

Search

OTRS
Contents
1. Introduction

Introduction
OTRS (Open-source Ticket Request System) is a free and open-source trouble ticket
system software package that a company, organization, or other entity can use to
assign tickets to incoming queries and track further communications about them. It is
a means of managing incoming inquiries, complaints, support requests, defect
reports, and other communications.

Helpdesk System
Installation

2. Helpdesk System
1. Installation
1. Prerequisites
2. Source
3. Users and Permissions
4. Perl Modules
5. Cron Jobs
2. Configuration
1. Apache2
3. Finalization
3. ITSM
1. Installation
1. Prerequisites
2. Source

Ubuntu already has a package for OTRS in the repositories. The problem is that often times some of OTRS' built-in features don't work with the
provided package or the OTRS software itself is outdated. The following steps will enable you to download and install OTRS on an Ubuntu server
using the files provided by OTRS and Perl modules from within Ubuntu's repositories.

Prerequisites
The following conditions must be met before proceeding with the installation of OTRS
1. Basic Ubuntu 12.04 LTS server / 13.04 server, fully updated
sudo aptitude update
sudo aptitude dist-upgrade

2. OpenSSH server
3. LAMP Server
sudo tasksel

4. Fetchmail Package
sudo aptitude install fetchmail

Source
Obtain a copy of a recent version of OTRS from the OTRS site (http://www.otrs.com/en/open-source).
wget http://ftp.otrs.org/pub/otrs/otrs-3.2.5.tar.gz
Extract the archive
tar -xzf otrs-3.2.5.tar.gz
Move the extracted directory to its permanent location
sudo mv otrs-3.2.5 /opt/otrs

Users and Permissions
OTRS needs to run as its own user. This presents an interesting situation as, by default, Apache2 runs as the user www-data. The following

https://help.ubuntu.com/community/OTRS[16-01-2015 12:18:31]

Partners

include./otrs. you'll need to load http://192.CheckModules.168. PDF functionality. all required modules are listed as "ok" There are a number of optional moduels that should prove to be useful (i. For instance.com/community/OTRS[16-01-2015 12:18:31] .50. The following steps/commands will enable you to setup the cron jobs for the OTRS user cd /opt/otrs/var/cron sudu su for foo in *. done sudo su otrs cd /opt/otrs/bin .pl https://help.conf cd /etc/apache2/sites-available/ sudo chown root:root otrs. at the very least.SetPermissions. you're ready to finalize everything. etc. do cp $foo `basename $foo . sudo aptitude install liblwp-useragent-determined-perl libapache2-reload-perl libnet-smtp-ssl-perl libnet-smtp-tls-butmaintained-perl You can/should verify that.1.pl --otrs-user=otrs --otrs-group=otrs --web-user=www-data --web-group=www-data /opt/otrs Perl Modules There are many features in OTRS./otrs.dist`. some of which require the installation of additional Perl modules.sh start While still logged in as the 'otrs' user.Community Help Wiki commands will add an OTRS service account/user and correct permissions for directories and files.dist.1. To do so. sudo useradd -r -d /opt/otrs/ -c 'OTRS user' otrs sudo usermod -g www-data otrs cd /opt/otrs/bin sudo .conf sudo a2ensite otrs sudo service apache2 reload Finalization At this point. you need to access OTRS' web interface isntaller. The commands below make a copy of that conf file and includes it into the working Apache configuration sudo cp -va /opt/otrs/scripts/apache2-httpd.168. You'll need to load your web browser with the URL for your OTRS instal.) The following command will install Perl modules that will enable many useful features in OTRS. verify that the cron jobs are in place with the following command crontab -l Configuration Apache2 The OTRS source files include a conf file specifically for Apache. LDAP connectivity./Cron.ubuntu. Cron Jobs The cron jobs for OTRS must be run as the OTRS user you created previously. sudo aptitude install libgd-gd2-perl libgd-graph-perl libgd-text-perl libjson-xs-perl libnet-dns-perl libyaml-libyaml-perl libpdf-api2-simple-perl libtext-csv-xs-perl libxml-parser-perl libmail-imapclientperl libnet-ldap-perl *Please note that this does not install ALL optional modules. The base Ubuntu server install will leave your OTRS implementation with some broken requirements.pl The following command should fix the failed Perl modules.50/otrs/installer. if it's going to be on host 192. You can check to see which Perl modules have failed by running the following: cd /opt/otrs/bin sudo .conf /etc/apache2/sites-available/otrs.e.OTRS .

/opm -a install -p /tmp/ITSM-3. The following steps allow you to install the ITSM module into OTRS from the command line. you must first have the OTRS Helpdesk/Ticketing system up and running. Prerequisites In order to install the ITSM module.opm CategorySoftware OTRS (last edited 2014-06-21 16:18:46 by bryangrim) The material on this wiki is available under a free license.opm sudo mv ITSM-3.2. You don't have to install the complete ITSM package.com/community/OTRS[16-01-2015 12:18:31] . If there are only certain pieces of ITSM you'd like to install.otrs.ubuntu.2.otrs.OTRS . see Copyright / License for details You can contribute to this wiki. please feel free to download and install only those packages. http://ftp. Source Obtain a copy of the ITSM module from the OTRS site (http://www.2. see Wiki Guide for details https://help.3.3.3.Community Help Wiki ITSM Installation Installation of the ITSM module can be performed using the web interface for OTRS.com/en/open-source) and move it to a location that youc an remember (i. This can be problematic if your connectivity to the server is interrupted or your browser is interrupted.org/pub/otrs/itsm/bundle32/ITSM-3.e /tmp).opm /tmp/ Change into the /opt/otrs/bin directory and run the install command for the OPM file cd ~otrs/bin sudo -u otrs .