OTRS 6 Installation Guide (Community Edition)

Step by step instructions for installing the OTRS 6 (Community Edition) open source help desk system in the latest version for all common Linux distributions (minimal installation).

Note: For the sake of simplicity, all Linux commands are displayed without the additional sudo, which is required for some commands if the installation is not performed as root.

Despite the comments, commands can be copied 1:1 and inserted into the command line.

Linux distribution which OTRS should be installed on:










1. Linux packages

dnf config-manager --set-enabled PowerTools && `# Extends the package management` \
dnf upgrade -y &&                              `# Updates installed packages` \
dnf install -y -d1 \
    epel-release                               `# Repository for additional packages` \
    httpd                                      `# Apache as web server` \
    mariadb mariadb-server                     `# MariaDB as DBMS` \
    cpanminus                                  `# Allows to install the latest Perl modules
subscription-manager repos --enable "codeready-builder-for-rhel-8-$(/bin/arch)-rpms" && `# Extends the package management` \
dnf upgrade -y &&                                                          `# Updates installed packages` \
dnf install -y -d1 \
    https://dl.fedoraproject.org/pub/epel/epel-release-latest-8.noarch.rpm `# Repository for additional packages` \
    httpd                                                                  `# Apache as web server` \
    mariadb mariadb-server                                                 `# MariaDB as DBMS` \
    cpanminus                                                              `# Allows to install the latest Perl modules` \
    tar                                                                    `# To extract files`
apt -y -qq upgrade &&             `# Updates installed packages` \
apt install -y -qq \
    apache2                       `# Apache as web server` \
    mariadb-client mariadb-server `# MariaDB as DBMS` \
    cpanminus                     `# Allows to install the latest Perl modules`
apt -y -qq upgrade &&             `# Updates installed packages` \
apt install -y -qq \
    apache2                       `# Apache as web server` \
    mariadb-client mariadb-server `# MariaDB as DBMS` \
    cpanminus                     `# Allows to install the latest Perl modules` \
    curl                          `# To download files`\
    make                          `# Dependency on installing packages`
zypper addrepo https://download.opensuse.org/repositories/devel:languages:perl/$(hostnamectl | grep -oP 'Operating System: \K.*' | tr ' ' '_')/devel:languages:perl.repo && `# Extends the package management` \
zypper --no-gpg-checks refresh && \
zypper update -y &&                `# Updates installed packages` \
zypper -q -n install \
    perl-Module-Install-Repository `# Repository for additional packages` \
    apache2                        `# Apache as web server` \
    mariadb mariadb-client         `# MariaDB as DBMS` \
    perl-App-cpanminus             `# Allows to install the latest Perl modules` \
    make                           `# Dependency on installing packages`

2. Linux settings

Database

The database configuration /etc/my.cnf.d/mariadb-server.cnf must be adapted.
The changes are added under [mysqld]. This works automatically with the following command:

sed -i '/\[mysqld\]/a max_allowed_packet=64M\nquery_cache_size=32M\ninnodb_log_file_size=256M\ncharacter-set-server=utf8\ncollation-server=utf8_unicode_ci' /etc/my.cnf.d/mariadb-server.cnf

The database configuration /etc/mysql/mariadb.conf.d/50-server.cnf must be adapted
The changes are added under [mysqld]. This works automatically with the following command:

sed -i '/\[mysqld\]/a max_allowed_packet=64M\ninnodb_log_file_size=256M\n' /etc/mysql/mariadb.conf.d/50-server.cnf

The database configuration /etc/my.cnf must be adapted
The changes are added under [mysqld]. This works automatically with the following command:

sed -i '/\[mysqld\]/a max_allowed_packet=64M\nquery_cache_size=32M\ninnodb_log_file_size=256M\ncharacter-set-server=utf8\ncollation-server=utf8_unicode_ci' /etc/my.cnf

[mysqld]
# …
max_allowed_packet=64M
query_cache_size=32M
innodb_log_file_size=256M
character-set-server=utf8
collation-server=utf8_unicode_ci

The basic configuration for the database server is then started. Assistance can be found under the command.

systemctl restart mariadb && `# Start the database server` \
mysql_secure_installation    `# Start basic configuration`
Enter current password for root (enter for none):
# Press enter without input.
Set root password?
# Y
New password:
# Enter new root password (keep it safe)
Re-enter new password:
# Repeat new root password
Remove anonymous users?
# Y
Disallow root login remotely?
# Y
Remove test database and access to it?
# Y
Reload privilege tables now?
# Y

Since MariaDB 10.4.3 logging in as DB user root is only possible in the shell and as superuser (additional information). For this reason the OTRS database has to be created by hand.
Note: Change the CustomPassword in the command mentioned below. The password is saved in clear text. You will be prompted to enter the root password for the database.

mysql -p -uroot -e "CREATE DATABASE otrs CHARACTER SET utf8; GRANT ALL PRIVILEGES ON otrs.* TO otrs@localhost IDENTIFIED BY 'CustomPassword' WITH GRANT OPTION; FLUSH PRIVILEGES;"

Firewall

The ports for HTTP and HTTPS must be opened so OTRS can be accessed from the browser:

firewall-cmd --zone=public --add-port=80/tcp --permanent &&  `# HTTP` \
firewall-cmd --zone=public --add-port=443/tcp --permanent && `# HTTPS` \
firewall-cmd --reload                                        `# Apply the settings`

SELinux

OTRS requires a deactivated SELinux.
Note: If SELinux has to be used, exceptions are required. Since the status is set to permisse, all rules are logged that have to be added later as exceptions.

setenforce 0 &&                                                       `# Deactivates SElinux for the current session` \
sed -i 's/SELINUX=enforcing/SELINUX=permissive/g' /etc/selinux/config `# Deactivates SElinux completely`

The current status can be showed with the sestatus command. Current mode should now show permissive.

3. OTRS installation

Download and linking

For historical reasons, the installation takes place in the /opt/ directory. In addition, a symbolic link is created to ensure the path always stays the same — even after updates.

cd /opt/ && `# Change the directory` \
curl https://ftp.otrs.org/pub/otrs/otrs-latest-6.0.tar.gz -P ./ | tar xvz > /dev/null 2>&1 && `# Download and extract the latest OTRS version` \
ln -fns $(ls | grep "otrs-6.0*") otrs `# link otrs-6.0.x to otrs`

For historical reasons, the installation takes place in the /opt/ directory.

cd /opt/ && `# Change the directory` \
curl https://ftp.otrs.org/pub/otrs/otrs-latest-6.0.tar.gz -P ./ | tar xvz > /dev/null 2>&1 && `# Download and extract the latest OTRS version` \
mv $(ls | grep "otrs-6.0*") otrs `# link otrs-6.0.x to otrs`

Installation of Perl modules

OTRS needs some additional Perl modules. This command shows all modules that are installed or needs to be installed:

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

You can either install each module by hand or run the following command which will automatically install all dependencies.
Note: It is strongly recommended to install optional modules in order to avoid future error messages and to obtain the best possible performance (with the exception of the Oracle, PostgreSQL and MSSQL connectors which are not required).

dnf install -y --skip-broken -d1 `/opt/otrs/bin/otrs.CheckModules.pl | grep -oP '(?<=").*(?=")'`

Not all modules were installed in the required version. cpanminus helps to catch up on that.

cpanm -n -q DateTime::TimeZone Mail::IMAPClient
apt install -y -qq `/opt/otrs/bin/otrs.CheckModules.pl | grep -oP "(?<=-y ).*(?='\.)"`
apt install -y -qq `/opt/otrs/bin/otrs.CheckModules.pl | grep -oP "(?<=-y ).*(?='\.)"`

Not all modules were installed in the required version. cpanminus helps to catch up on that.

cpanm -n -q IO::Socket::SSL
zypper -q -n -i install `/opt/otrs/bin/otrs.CheckModules.pl | grep -oP "(?<='cpan ).*(?=')" | sed 's/.*/perl(&)/'`

Not all modules were installed in the required version. cpanminus helps to catch up on that.

cpanm -n -q IO::Socket::SSL Net::SMTP Crypt::Random::Source

The output of the CheckModules script should now appear completely in green:

4. OTRS settings

Create Linux user

useradd -M -d /opt/otrs -G $(apachectl -S | grep -oP 'Group: name="\K[^"]+') -c 'OTRS user' otrs `# Create user in the Apache group`

Copy files and Apache settings

cp /opt/otrs/Kernel/Config.pm.dist /opt/otrs/Kernel/Config.pm &&                      `# File for general OTRS settings` \
mv /opt/otrs/var/cron/aaa_base.dist /opt/otrs/var/cron/aaa_base &&                    `# Crontab file` \
mv /opt/otrs/var/cron/otrs_daemon.dist /opt/otrs/var/cron/otrs_daemon &&              `# Crontab file` \
ln -s /opt/otrs/scripts/apache2-httpd.include.conf /etc/httpd/conf.d/zzz_otrs.conf && `# Links the Apache setting to the correct directory` \
sed -i '/^LoadModule mpm_event_module modules\/mod_mpm_event.so/s/^/#/' /etc/httpd/conf.modules.d/00-mpm.conf &&      `# Disable Apache MPM event` \
sed -i '/^#LoadModule mpm_prefork_module modules\/mod_mpm_prefork.so/s/^#//' /etc/httpd/conf.modules.d/00-mpm.conf && `# Activate Apache MPM prefork` \
systemctl restart httpd  &&                                                           `# Restart the web server` \
systemctl enable httpd mariadb crond                                                  `# Enable autostart of all relevant services`
cp /opt/otrs/Kernel/Config.pm.dist /opt/otrs/Kernel/Config.pm &&                                                  `# File for general OTRS settings` \
mv /opt/otrs/var/cron/aaa_base.dist /opt/otrs/var/cron/aaa_base &&                                                `# Crontab file` \
mv /opt/otrs/var/cron/otrs_daemon.dist /opt/otrs/var/cron/otrs_daemon &&                                          `# Crontab file` \
ln -s /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/sites-available/zzz_otrs.conf &&                  `# Links the Apache setting to the correct directory` \
a2ensite zzz_otrs && a2dismod mpm_event && a2enmod mpm_prefork && a2enmod headers && systemctl restart apache2 && `# Enable required modules` \
systemctl enable apache2 mariadb cron                                                                             `# Enable autostart of all relevant services`
cp /opt/otrs/Kernel/Config.pm.dist /opt/otrs/Kernel/Config.pm &&                        `# File for general OTRS settings` \
mv /opt/otrs/var/cron/aaa_base.dist /opt/otrs/var/cron/aaa_base &&                      `# Crontab file` \
mv /opt/otrs/var/cron/otrs_daemon.dist /opt/otrs/var/cron/otrs_daemon &&                `# Crontab file` \
ln -s /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/conf.d/zzz_otrs.conf && `# Links the Apache setting to the correct directory` \
a2enmod access_compat && a2enmod headers && a2enmod perl && a2enmod deflate && a2enmod filter && systemctl restart apache2 && `# Enable required modules` \
systemctl enable apache2 mariadb cron                                                   `# Enable autostart of all relevant services`

Permissions and daemon

/opt/otrs/bin/otrs.SetPermissions.pl &&                                           `# Sets the Linux permissions` \
su -c "/opt/otrs/bin/otrs.Daemon.pl start > /dev/null 2>&1" -s /bin/bash otrs &&  `# Starts the OTRS daemon` \
su -c "/opt/otrs/bin/Cron.sh start" -s /bin/bash otrs                             `# Creates crontabs in Linux`
/opt/otrs/bin/otrs.SetPermissions.pl --web-group=www &&                           `# Sets the Linux permissions` \
su -c "/opt/otrs/bin/otrs.Daemon.pl start > /dev/null 2>&1" -s /bin/bash otrs &&  `# Starts the OTRS daemon` \
su -c "/opt/otrs/bin/Cron.sh start" -s /bin/bash otrs                             `# Creates crontabs in Linux`

5. OTRS in the web interface

The rest of the installation is carried out in the web interface. Call up your domain with the addition /otrs/installer.pl.
For example, http://localhost/otrs/installer.pl, https://support.efflux.de/otrs/installer.pl or https://1.1.1.1/otrs/installer.pl.

Assistance can be found under the pictures.

Start the installation

Step 1: Accept the license

Step 2: Database Settings

Type
MySQL (also applies to MariaDB)
Installation type
Create a new database for OTRS
Type
MySQL (also applies to MariaDB)
Installation type
Use an existing database for OTRS
User
DB user who can create databases (root by default)
Password
Password of the DB user
Host
127.0.0.1, localhost or address of a remote server
User
Name of the new DB user
Password
Password of the new DB user; the generated password can be changed (stored as plain text)
Database
Name of the new database
User
otrs
Password
Password of the DB user
Host
127.0.0.1, localhost or address of a remote server
Database name
otrs

Step 3: General Specifications and Mail Settings

SystemID
Unique ID of the system; important when multiple OTRS systems communicate with each other
System FQDN
FQDN under which the page should be accessed
Organization
Your organization
LogModule
When writing to a file: make sure the OTRS user has write permissions (e.g. if outside of /opt/otrs/var/)
Default Language
Of the users
CheckMXRecord
See displayed information

These settings can be changed in the admin area.

Step 4: Finish

The installation is complete. Save the password for the root@localhost user.

Restart

A restart ensures that all services start correctly.

reboot

6. User settings in OTRS

In future, you will use the ending /otrs/index.pl to log in (we will show you how to change this in another blog entry).

After you have logged in with root@localhost, you should change the generated password. You can do this by clicking on the user icon in the top left corner, Personal preferences and then User Profile.

You should no longer work with this user in the future. Write down the password carefully and create your own agent with full RW (Read and Write) permissions in the admin area and log in with your new account.

Congratulations, your OTRS system has been successfully installed and is ready for use.

If you have any questions or suggestions, please feel free to leave a comment.
If you need support with configuration, development or hosting, you can contact us.

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