Install OTRS Ticketting System on Rocky Linux

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Welcome to our tutorial on how to install OTRS ticketting system on Rocky Linux. OTRS, an acronym for Open Source Ticket Request System, is a flexible ticket request and process management system for customer services, Helpdesk, and IT services.

OTRS ships with a comprehensive list of features that you can check them on the OTRS feature list page.

Install OTRS Ticketting System on Rocky Linux

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 Rocky Linux system.

We will install OTRS ticketting system on Rocky Linux by building it from the source.

To begin with;

  • Create OTRS system user account
sudo useradd -r -m -d /opt/otrs -c "OTRS User" otrs
  • Install and enable additional repositories;
dnf install epel-release
dnf config-manager --set-enabled powertools
  • Install Required Build Tools
dnf install perl mod_perl mariadb-server perl-DBD-MySQL \
perl-TimeDate perl-Net-DNS perl-LDAP perl-IO-Socket-SSL perl-SOAP-Lite \
perl-Text-CSV_XS perl-JSON-XS perl-Apache-DBI perl-XML-LibXML \
perl-XML-LibXSLT perl-YAML perl-Archive-Zip perl-Crypt-Eksblowfish \
perl-Encode-HanExtra perl-Mail-IMAPClient perl-Template-Toolkit \
perl-Moo perl-NTLM perl-DBD-ODBC perl-DBD-Pg httpd expat-devel \
policycoreutils-python-utils -y
  • Download latest OTRS Source Code from the download’s page and extract it to /opt directory.
wget -qO- \
https://otrscommunityedition.com/download/otrs-community-edition-6.0.35.tar.gz \
| tar xz -C /opt/otrs --strip-components=1
  • Next, run the OTRS Perl script to check if all required modules are in place.
perl /opt/otrs/bin/otrs.CheckModules.pl

Sample command output;

  o Apache::DBI......................ok (v1.12)
  o Apache2::Reload..................ok (v0.13)
  o Archive::Tar.....................ok (v2.30)
  o Archive::Zip.....................ok (v1.60)
  o Crypt::Eksblowfish::Bcrypt.......ok (v0.009)
  o CSS::Minifier::XS................Not installed! To install, you can use: 'cpan CSS::Minifier::XS'. (optional - CSS::Minifier::XS - XS based CSS minifier, faster than pure Perl CSS::Minifier)
  o Date::Format.....................ok (v2.24)
  o DateTime.........................Not installed! To install, you can use: 'cpan DateTime'. (required)
    o DateTime::TimeZone.............Not installed! To install, you can use: 'cpan DateTime::TimeZone'. (optional - Olson time zone database, required for correct time calculations.)
  o DBI..............................ok (v1.641)
  o DBD::mysql.......................ok (v4.046)
  o DBD::ODBC........................ok (v1.61)
  o DBD::Oracle......................Not installed! To install, you can use: 'cpan DBD::Oracle'. (optional - Required to connect to a Oracle database.)
  o DBD::Pg..........................ok (v3.7.4)
  o Digest::SHA......................ok (v6.02)
  o Encode::HanExtra.................ok (v0.23)
  o IO::Socket::SSL..................ok (v2.066)
  o JSON::XS.........................ok (v3.04)
  o JavaScript::Minifier::XS.........Not installed! To install, you can use: 'cpan JavaScript::Minifier::XS'. (optional - JavaScript::Minifier::XS - XS based JavaScript minifier, faster than pure Perl JavaScript::Minifier)
  o List::Util::XS...................ok (v1.49)
  o LWP::UserAgent...................ok (v6.64)
  o Mail::IMAPClient.................ok (v3.42)
    o IO::Socket::SSL................ok (v2.066)
    o Authen::SASL...................ok (v2.16)
    o Authen::NTLM...................ok (v1.09)
  o ModPerl::Util....................ok (v2.000012)
  o Moo..............................ok (v2.003004)
  o Net::DNS.........................ok (v1.15)
  o Net::LDAP........................ok (v0.66)
  o Net::SMTP........................ok (v3.11)
  o Template.........................ok (v2.29)
  o Template::Stash::XS..............ok (undef)
  o Text::CSV_XS.....................ok (v1.40)
  o Time::HiRes......................ok (v1.9758)
  o XML::LibXML......................ok (v2.0132)
  o XML::LibXSLT.....................ok (v1.96)
  o XML::Parser......................ok (v2.44)
  o YAML::XS.........................Not installed! To install, you can use: 'cpan YAML::XS'. (required - Required for fast YAML processing.)

If any Perl module is missing, install using the package manager or CPAN.

For example, from the output above, the following Perl Modules were not installed;

CSS::Minifier::XS DateTime DateTime::TimeZone JavaScript::Minifier::XS YAML::XS

You can install them using CPAN;

cpan CSS::Minifier::XS DateTime DateTime::TimeZone JavaScript::Minifier::XS YAML::XS

Enter yes and proceed.

Next, rerun the modules check command to see if any required perl module is missing;

perl /opt/otrs/bin/otrs.CheckModules.pl
  o Apache::DBI......................ok (v1.12)
  o Apache2::Reload..................ok (v0.13)
  o Archive::Tar.....................ok (v2.30)
  o Archive::Zip.....................ok (v1.60)
  o Crypt::Eksblowfish::Bcrypt.......ok (v0.009)
  o CSS::Minifier::XS................ok (v0.13)
  o Date::Format.....................ok (v2.24)
  o DateTime.........................ok (v1.58)
    o DateTime::TimeZone.............ok (v2.52)
  o DBI..............................ok (v1.641)
  o DBD::mysql.......................ok (v4.046)
  o DBD::ODBC........................ok (v1.61)
  o DBD::Oracle......................Not installed! To install, you can use: 'cpan DBD::Oracle'. (optional - Required to connect to a Oracle database.)
  o DBD::Pg..........................ok (v3.7.4)
  o Digest::SHA......................ok (v6.02)
  o Encode::HanExtra.................ok (v0.23)
  o IO::Socket::SSL..................ok (v2.066)
  o JSON::XS.........................ok (v3.04)
  o JavaScript::Minifier::XS.........ok (v0.15)
  o List::Util::XS...................ok (v1.49)
  o LWP::UserAgent...................ok (v6.64)
  o Mail::IMAPClient.................ok (v3.42)
    o IO::Socket::SSL................ok (v2.066)
    o Authen::SASL...................ok (v2.16)
    o Authen::NTLM...................ok (v1.09)
  o ModPerl::Util....................ok (v2.000012)
  o Moo..............................ok (v2.003004)
  o Net::DNS.........................ok (v1.15)
  o Net::LDAP........................ok (v0.66)
  o Net::SMTP........................ok (v3.11)
  o Template.........................ok (v2.29)
  o Template::Stash::XS..............ok (undef)
  o Text::CSV_XS.....................ok (v1.40)
  o Time::HiRes......................ok (v1.9758)
  o XML::LibXML......................ok (v2.0132)
  o XML::LibXSLT.....................ok (v1.96)
  o XML::Parser......................ok (v2.44)
  o YAML::XS.........................ok (v0.83)

  • Activate the default OTRS configuration, /opt/otrs/Kernel/Config.pm.dist, by renaming it to remove the .dist extension;
cp /opt/otrs/Kernel/Config.pm{.dist,}

Once you activate the configuration file, check if other required modules are okay;

for i in cgi-bin/index.pl cgi-bin/customer.pl otrs.Console.pl; do \
perl -cw /opt/otrs/bin/$i; done

Sample Output;

/opt/otrs/bin/cgi-bin/index.pl syntax OK
/opt/otrs/bin/cgi-bin/customer.pl syntax OK
/opt/otrs/bin/otrs.Console.pl syntax OK

Ensure everything is Okay before you can proceed.

  • Run MySQL initial security script;
systemctl enable --now mariadb
mysql_secure_installation
  • Create OTRS Database and Database User
mysql -u root -p -e "create database otrsdb character set utf8 collate utf8_general_ci;"
mysql -u root -p -e "grant all on otrsdb.* to [email protected] identified by 'ChangeME';"
mysql -u root -p -e "flush privileges;"

Update the database configuration with the settings below;

max_allowed_packet   = 64M
query_cache_size     = 32M
innodb_log_file_size = 256M

Please these lines within the [mysqld] section. Use the command below;

sed -i.bak -e \
'/\[mysqld\]/amax_allowed_packet   = 64M\nquery_cache_size     = 32M\ninnodb_log_file_size = 256M' \
/etc/my.cnf.d/mariadb-server.cnf

Restart the database service;

systemctl restart mariadb
  • Setup Apache OTRS Site Configuration

By default, OTRS ships with default Apache configuration, /opt/otrs/scripts/apache2-httpd.include.conf.

Thus, instead of re-inventing the wheel, just link this configuration file to Apache sites-enabled directory to use it to serve OTRS.

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

Set the ownership of the /opt/otrs;

chown -R apache: /opt/otrs/
usermod -aG apache otrs

Update OTRS Files Permissions

/opt/otrs/bin/otrs.SetPermissions.pl --web-group=apache

Check Apache configuration for any error and restart Apache Web Server;

httpd -t
systemctl restart httpd
  • Update SELinux Policies

Allow httpd to can network connect;

setsebool -P httpd_can_network_connect 1

Allow httpd to can network connect db;

setsebool -P httpd_can_network_connect_db 1

Allow Apache to write to OTRS directory.

chcon -R -t httpd_sys_rw_content_t /opt/otrs/

Finalize Setup of OTRS on Browser

Allow external access to Apache service;

firewall-cmd --add-port=80/tcp --permanent
firewall-cmd --reload

Next, access the OTRS installer via the http://HOST_IP_OR_DOMAIN/otrs/installer.pl.

  • On the first step, you need to Accept End User License Agreement. Thus click Next and scroll down and accept the license.
Install OTRS Ticketting System on Rocky Linux
  • Define OTRS database connections details created above. If you have not already created the database, you can choose to create a new one.

Thus select “Use an existing database for OTRS” and proceed to define the database connection details.

Install OTRS Ticketting System on Rocky Linux

Once you enter the database connection settings, verify the connection before you can proceed.

Install OTRS Ticketting System on Rocky Linux

The database setup will proceed when you click Next.

otrs database setup

Once it is done, click Next.

  • OTRS general and Mail settings;
Install OTRS Ticketting System on Rocky Linux

Click Next to configure your email settings.

  • OTRS Login Credentials

At the finish, you will see the OTRS login details.

otrs login credentials
  • OTRS Dashboard
otrs dashboard

If you see that the OTRS Daemon is not running, start the OTRS Daemon;

sudo -Hiu otrs /opt/otrs/bin/otrs.Daemon.pl start

Next, ensure that the OTRS cron jobs under /opt/otrs/var/cron/ exists without the .dist extension and start them;

sudo -Hiu otrs cp /opt/otrs/var/cron/aaa_base{.dist,}
sudo -Hiu otrs cp /opt/otrs/var/cron/otrs_daemon{.dist,}
sudo -Hiu otrs /opt/otrs/bin/Cron.sh start

And that is how you can easily install OTRS Ticketting System on Rocky Linux.

Read more on the administration page.

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