Data Management

Install the powerful OTRS help desk ticketing system

Follow instructions on how to install and run the open source help desk ticketing system OTRS on a LAMP server with a Ubuntu base.

None of the help desk solutions I have used are quite as powerful, flexible, and reliable as OTRS. The open source system has a user list that's a veritable who's who: NASA, Philips, Nokia, Fujitsu, Fedora, Boeing, and Porsche to name a few. With a list like that, you can be sure OTRS is up to the task.

Features

The OTRS feature set includes the following and much more:

  • Ticket management
  • Knowledge management
  • Self service
  • Service catalog
  • Time accounting
  • Reporting
  • Surveys
  • iPhone app
  • Access management
  • Master/slave
  • Integration into existing environment
  • System monitoring
  • Plugin system

OTRS is fine-tuned to run on the Linux operating system, although it will run on multiple platforms. In this tutorial, I show how to install OTRS on a LAMP server with a Ubuntu base and get it up and running.

System requirements

Hardware
  • Minimum 2 GHz Xeon or comparable CPU, 2 GB RAM, and a 160 GB hard drive
Platforms
  • Red Hat Enterprise Linux (RHEL)
  • SUSE Linux Enterprise Server (SLES)
  • UNIX derivates like OpenBSD or FreeBSD
  • Microsoft Windows
  • Mac OSX
Databases
  • MySQL 4.1 or higher (recommended)
  • Oracle 10g or higher
  • Microsoft SQL Server 2005 or higher
  • PostgreSQL 8.0 or higher
  • DB2 8 or higher
Web server
  • Apache2 + mod_perl2 or higher (recommended)
  • Webserver with CGI support (CGI is not recommended)
  • Microsoft Internet Information Server (IIS) 6 or higher
Perl
  • Perl 5.8.8 or higher (required additional modules)

Installation

Step 1: Install the necessary files

Open a terminal window, or just log in to the machine if you have a GUI-less server install. Then issue the command sudo apt-get install otrs2, which will begin the installation; it will pick up all of the requirements and install the packages. Once the packages are installed, you will be prompted to configure the database.

Step 2: Configure the database

This section of the installation is driven by an ncurses interface. I will walk you through the process of configuring either a PostgreSQL or a MySQL database.

The first screen asks you if you want to proceed with the installation. Use the Tab key to select Yes and then hit [Enter]. The next screen  requires you to select the database you want to use (Figure A). Figure A

Use the arrow keys to select your database and then use the Tab key to select OK.
Now we'll move on to the database user authentication part of the installation. You will be required to enter the password for the database administrator and then tab down to OK and hit [Enter]. In the final screen you must enter a password for the otrs2 to register the database on the server (Figure B). Tab to OK and hit [Enter] -- you will be prompted to confirm the password you just entered. When you complete that step, the terminal portion of the installation is complete. Figure B
This password is for the MySQL or PostgreSQL database admin user.
Step 3: Web-based installation The rest of the installation is handled via web browser. Open a web browser on any machine that can reach the server housing the OTRS installation and point it to http://ADDRESS_OF_SERVER/otrs/index.pl. You will be prompted for login credentials (Figure C). Figure C

If you've lost your password or want to change languages, here's the place to do it.

The default credentials for logging in are:

user: root@localhost

pass: root

It would be wise to immediately create a new admin user as soon as you log in; you do not want to use OTRS as this user. To create a new admin user, follow these steps:

  1. Log in to OTRS.
  2. Click the Admin button.
  3. In the Admin area, click the Users section.
  4. Click the Add button under Add User (Figure D).
  5. Fill out the necessary information for the user.
  6. Click the Submit button.
  7. In the next screen, check the boxes for: move_into, create, note, owner, priority, rw.
  8. Click the Submit button.
Figure D

You can even control if a user is out of office from this screen. (Click the image to enlarge.)

Once the new user is created, log out of the root@localhost user and log in with the new admin user; you can now safely begin to set up your OTRS help system. You should go back to the admin section and walk through the various sections of the core setup. You need to finish the user/group administration and set up the following:

  • Queue and Responses: Set up automated responses to various actions, as well as the different types of ticket queues necessary for your business.
  • System: Set up various email addresses for the system, as well as various notifications, services, types, and more.
  • Misc: Set up the postmaster mail account, admin notifications, session management, and more.

Summary

OTRS is an incredibly powerful help desk/ticket system that can be used by small and large companies in almost any industry; it's also flexible and reliable enough to serve all of your help desk needs. The good news keeps getting better: OTRS is open source, so it won't set your IT budget back.

About

Jack Wallen is an award-winning writer for TechRepublic and Linux.com. He’s an avid promoter of open source and the voice of The Android Expert. For more news about Jack Wallen, visit his website getjackd.net.

8 comments
bonduu
bonduu

Lovely, just installed it, Can facebook, twitter be integrated with it?

gorman.mi
gorman.mi

Hey guys, speaking of 'free' HelpDesk solutions, has anyone tried using the Spiceworks platform; I signed up recently and set it all up. It provides a ticket system you can link with your own hosted emmail and website, plus has a community backend to refer and confer with. From this point it looks quite sweet for small operations, one man IT support businesses and webdesign freelancers. I often think Techrepublic should set somethng similar up. Cheers

michiel.beijen
michiel.beijen

Mr Wallen shows how to install a version of OTRS 2.4; I think because he uses Ubuntu 10.04 which ships this old version. November 2010 we released OTRS 3.0 which has a completely reworked UI and this February we released OTRS 3.1 with new web service support and lots of other goodies. If you want to try out a current version of OTRS please try the demo system on the OTRS.com web site and/or install your own - but please do not use the old version bundled in Ubuntu 10.04.

eleffler
eleffler

I think it would be great if I could simply download an appliance and import it into my VMware environment and be up and running.

ceso_softdev
ceso_softdev

I implemented this system for my tech support organization. Its awesome!, but the lack of documentation turns the installation and configuration process into an absolute nightmare. If the OTRS organization invests time in producing good documentation this can change easily, gaining more users. I can totally see how many have tried to install it and gave up on it. I was about to do the same... but being as stubborn as a mule... I kept at it and eventually ended up with a working system. Now I don't see myself using anything else. Users on the other hand have a very relaxed experience. To them its like sending an email so the learning curve its very short. Undertaking the setup of OTRS its not for the weak of hearth. But totally worth it at the end.

tbmay
tbmay

Installed it numerous times. Pegged it to backend ldap....plugins with change management...etc etc. You can run it just fine on relatively modest hardware and serve quite a few users. You don't have to run it on a dedicated server...but you will need to have some minimal amount of skill with apache and mysql. The agents will have a bit of a learning curve. The "customers" have a very simple interface.

zladuric
zladuric

This looks excellent...for Nasa, Fedora and other named users. But for smallish opensource groups who would use such software, the hardware specs look staggering. I mean, you need a dedicated server for an app that runs on shared LAMP hosting? This is definitely something enterprizey.

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