How to install OTRS (OpenSource Trouble Ticket System)

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ORTS or Open-Source Trouble Ticket system is a free and completely open-source customer support module that help businesses and organizations to manage customer support requests. It is one of the most popular tools used for customer support and helpdesk and has a responsive web-based administration panel to perform certain tasks like processing tickets, assigning staff, Department management etc. It uses MySQL or PostgreSQL as it’s database backend to store it’s content and is written in PERL.

Requirements :

  • 2GB RAM or more (The more the better performance)
  • 1-2vCore CPU
  • 5-10GB of Disk Space
  • Ubuntu 22.04

Step 1: Update your server

First step is to update your server and look for newer packages and security releases for your distribution :

apt-get update -y
apt-get upgrade -y

Step 2: Install PERL Dependencies & Apache

Second step is to install some required PERL dependencies as the tool is written in PERL. Run the following command to install :

apt-get install perl libapache2-mod-perl2 libdbd-mysql-perl libtimedate-perl libnet-dns-perl libnet-ldap-perl libio-socket-ssl-perl libpdf-api2-perl libdbd-mysql-perl libsoap-lite-perl libtext-csv-xs-perl libjson-xs-perl libapache-dbi-perl libxml-libxml-perl libxml-libxslt-perl libyaml-perl libarchive-zip-perl libcrypt-eksblowfish-perl libencode-hanextra-perl libmail-imapclient-perl libtemplate-perl libmoo-perl libauthen-ntlm-perl libjavascript-minifier-xs-perl libdbd-odbc-perl libcss-minifier-xs-perl libdbd-pg-perl libdatetime-perl -y
apt-get install apache2

Step 3: Installing MariaDB

Now, We will be installing this tool’s database backend, this supports both MySQL and PostgreSQL!

apt-get install mariadb-server


Copy the steps as shown in the picture :

Edit the config file :

nano /etc/mysql/mariadb.conf.d/50-server.cnf

Add the following lines into [mysqld] section :


Step 4: Installing OTRS

We have everything installed for our installation of OTRS, Now we can continue installing the tool itself!

First, Adding a user :

useradd -r -m -d /opt/otrs -c “OTRS user” otrs

Adding the user to www-data group

usermod -aG www-data otrs

tar xvfz otrs-community-edition-6.0.39.tar.gz -C /opt/otrs –strip-components=1

Change the ownership :

chown -R otrs:otrs /opt/otrs

Checking the Perl Modules :

perl /opt/otrs/bin/

Output should be like this :

Renaming the Configuration Files :

cp /opt/otrs/Kernel/{.dist,}

and now execute these scripts :

perl -cw /opt/otrs/bin/cgi-bin/
perl -cw /opt/otrs/bin/cgi-bin/
perl -cw /opt/otrs/bin/
perl /opt/otrs/bin/

Step 4 (B) : Configuring APACHE2 for OTRS

Create a link :

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

Disable the default site :

a2dissite 000-default.conf

Enable the modules :

a2enmod perl version deflate filter headers

Give correct permissions :

/opt/otrs/bin/ –web-group=www-data

Restart Apache2 :

systemctl restart apache2

Access http://yourserverip/otrs/ to continue the installation :

2. Use MySQL

3. Enter MySQL Root Password :

Configure general settings :


You have installed OTRS (Open Source Trouble Ticket System) on your Ubuntu 22.04 machine! This tutorial assumes you are root!

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