The Simple Way - Installation of Pre-Built Packages

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Installing the RPM on a SUSE Linux server

Preparing the database for OTRS
Installing OTRS
Installation of additional perl modules

Installing OTRS on a Red Hat Enterprise Linux or CentOS system

Preparation: Disable SELinux
Preparing the database for OTRS
Installing OTRS
Installation of additional perl modules
Installation of Oracle database driver on Red Hat / CentOS

Installing OTRS on a Debian or Ubuntu system

If available for your platform you should use pre-built packages to install OTRS, since it is the simplest and most convenient method. You can find them in the download area at www.otrs.com. The following sections describe the installation of OTRS with a pre-built or binary package on SUSE and Red Hat systems. Only if you are unable to use the pre-built packages for some reason should you follow the manual process.

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This section describes the installation of our RPM package on a SUSE Linux server.

You can use OTRS using different database back-ends: MySQL, PostgreSQL or Oracle. The most popular database to deploy OTRS on is MySQL. This chapter shows the steps you need to take to configure MySQL on a SUSE-based server. Of course you can install the database on a dedicated database server if needed for scalability or other purposes.

You can install the OTRSCloneDB package directly from the package manager. Select 'OTRS Extensions' from the dropdown list on the left and click on the button 'Update repository information' below. Then the OTRSCloneDB package will be shown in a list where you can click on 'Install'.
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Note

OTRS offers paid business solutions, but also offers a free version. Free mod installer. This tutorial demonstrates the installation of OTRS Help Desk on an Ubuntu 16.04 server. Getting started. First of all, install MariaDB on the server: # apt install mariadb-server. Then, execute: # mysqlsecureinstallation. Enter a password for the root account, and then.

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If you follow this chapter on openSUSE 12.3 and up you'll actually not install MySQL but MariaDB instead, a MySQL compatible fork of the MySQL code. This is no problem, it will work just as well (and even a little better at some points).

Install MySQL by executing the following command as root:

This will install MySQL with the default options on your system. You'll need to change the defaults in order to make it suitable for OTRS. With a text editor open the file /etc/my.cnf and add following lines under the [mysqld] section:

Note

Please note that OTRS requires utf8 as database storage encoding.

Now execute systemctl restart mysql.service to re-start the database server and activate these changes. Then run /usr/bin/mysql_secure_installation and follow the on-screen instructions to set a database root password, remove anonymous access and remove the test database. Lastly, run systemctl enable mysql.service in order to make sure MySQL is automatically started at server startup time.

Install OTRS with via the command line using zypper. This will also pull in some dependencies such as the Apache web server and some Perl modules. Make sure you copied the OTRS RPM file to the current directory.

Now restart Apache with the command systemctl restart apache2.service to load the configuration changes for OTRS.

OTRS needs more modules than can be installed via the package manager per default. You can post-install them manually. Running the otrs.CheckModules.pl script located at /opt/otrs/bin/ will let you know which modules are missing, and must or can be installed. Optional modules may include those needed for communication with MDAs via IMAP(S) or gernerating PDF output.

On SLES you shoud add an external repository in order to get missing modules. Choose the repository needed for your OS version from here: http://download.opensuse.org/repositories/devel:/languages:/perl/ . As an example, the repository for SLES 11 SP 3 would be added like this:

On openSUSE 12.3 the extra repository is only needed for the Mail::IMAPClient module, which you'd only need if you need to collect mails from an IMAP server secured with TLS. The corresponding line would look like this:

The first time you use zypper after you added this repository, you will be prompted to add its key. Now you can install missing modules like below.

The next step is to configure OTRS using the web installer, as described in this section.

Now you can start the OTRS daemon and activate corresponding watchdog cron job (this must be done by the otrs user):

That's it, congratulations!

Installing OTRS on a Red Hat Enterprise Linux or CentOS system

This section describes the installation of our RPM package on a Red Hat Enterprise Linux (RHEL) or CentOS server.

Note

If your system uses SELinux, you should disable it, otherwise OTRS will not work correctly.

Here's how to disable SELinux for RHEL/CentOS/Fedora:

Configure SELINUX=disabled in the /etc/selinux/config file:
Reboot your system. After reboot, confirm that the getenforce command returns Disabled:

You can use OTRS using different database back-ends: MySQL, PostgreSQL or Oracle. The most popular database to deploy OTRS on is MySQL. This chapter shows the steps you need to take to configure MySQL on a RHEL-based server. Of course you can install the database on a dedicated database server if needed for scalability or other purposes.

Install MySQL (or MariaDB) by executing the following command as root:

This will install MySQL with the default options on your system. You'll need to change the defaults in order to make it suitable for OTRS. With a text editor create a new file /etc/my.cnf.d/zotrs.cnf with the following content:

Now execute systemctl start mariadb to re-start the database server and activate these changes. Then run /usr/bin/mysql_secure_installation and follow the on-screen instructions to set a database root password, remove anonymous access and remove the test database.

Note

Please note that OTRS requires utf8 as database storage encoding.

Install OTRS with via the command line using yum. This will also pull in some dependencies such as the Apache web server and some Perl modules. Make sure you copied the OTRS RPM file to the current directory.

Now restart Apache with the command systemctl restart httpd.service to load the configuration changes for OTRS.

OTRS needs some more modules than can be installed by the RPM. You can post-install them manually. You can check what modules you are missing by running the bin/otrs.CheckModules.pl script located in the /opt/otrs directory. Some modules are only needed for optional functionality, such as communication with IMAP(S) servers or PDF generation. On Red Hat or CentOS we recommend installing these modules from the EPEL repository, a repository maintained by the Fedora project, which provides high quality packages for RHEL and derivatives. Check for more information the EP

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