How to install OTRS(Open-source Ticket Request System) in Linux


In this article we will learn how to install OTRS 3.2 on  rhel-6 step-by-step

Minimum prerequisites

A basic install of RHEl-6 with these settings:

SELinux is set to permissive.
Firewall must have HTTP as trusted or firewall turned off.

OTRS requires a properly configured & running Apache web-server & back-end database. The basic install of RHEL-6 included an Apache install with no database.

Steps are provided below to do a basic configuration of Apache & MySQL.

Apache

Verify that Apache (httpd) is installed by using the below command. Confirm that httpd is under installed packages.

# yum list httpd
Loaded plugins: fastestmirror
Loading mirror speeds from cached hostfile
Installed Packages
httpd.x86_64                    2.2.3-43.el6.centos                    installed

Verify default run level of httpd:

# chkconfig –list | grep httpd

httpd           0:off   1:off   2:off   3:off   4:off   5:off   6:off

Enable httpd on run levels:

# chkconfig httpd on

Start httpd:

# service httpd start

MySQL

You can use a group command to install MySQL group or select individual packages.

Install MySQL Database group

Use yum to query which packages are available in MySQL group to determine whether you want group install:

# yum groupinfo ‘MySQL Database’
Group: MySQL Database
Description: This package group contains packages useful for use with MySQL.
Mandatory Packages:
mysql
Default Packages:
MySQL-python
libdbi-dbd-mysql
mysql-connector-odbc
mysql-server
perl-DBD-MySQL
unixODBC
Optional Packages:
mod_auth_mysql
mysql-bench
mysql-devel
php-mysql
qt-MySQL

To install MySQL group use this command:

# yum groupinstall ‘MySQL Database’

Install MySQL individual packages

# yum install mysql-server mysql-devel mysql php-mysql

mysqld has been installed but not configured for run level:

# chkconfig –list | grep mysqld
mysqld          0:off   1:off   2:off   3:off   4:off   5:off   6:off

Set mysqld to run level 2, 3, & 5:

# chkconfig mysqld on

Starting MySQL 1st Time

Start mysqld.

# service mysqld start

Starting MySQL:  [  OK  ]

Run the mysql secure installation script:

# /usr/bin/mysql_secure_installation

You will be presented with some questions regarding securing your mysqld installation:

Set root password? [Y/n] Y

New password:
Re-enter new password:
Password updated successfully!
Reloading privilege tables..
… Success!

Remove anonymous users? [Y/n] Y
… Success!

Disallow root login remotely? [Y/n] Y
… Success!

Remove test database and access to it? [Y/n] Y
– Dropping test database…
… Success!
– Removing privileges on test database…
… Success!

Reload privilege tables now? [Y/n] Y
… Success!

Cleaning up…

All done!  If you’ve completed all of the above steps, your MySQL
installation should now be secure.

Thanks for using MySQL!

MySQL should be ready for OTRS.

Installing OTRS

To get the latest version go to http://otrs.org/download and download the latest RPM for RHEL

# wget http://ftp.otrs.org/pub/otrs/RPMS/rhel/6/otrs-3.2.10-02.noarch.rpm

Resolve dependencies

Determine the dependencies of otrs rpm file:

# rpm -qpR otrs-3.2.10-02.noarch.rpm
perl
perl-DBI
perl-DBD-MySQL
perl-URI
mod_perl
httpd
mysql
mysql-server
procmail
perl-libwww-perl
perl-Net-DNS
perl-IO-Socket-SSL
perl-XML-Parser
/bin/sh

You can query your system or try to install & read errors to determine which packages are missing:

# rpm -ivh otrs-3.2.10-02.noarch.rpm
error: Failed dependencies:
perl-URI is needed by otrs-3.0.6-01.noarch
mod_perl is needed by otrs-3.0.6-01.noarch
perl-libwww-perl is needed by otrs-3.0.6-01.noarch
perl-Net-DNS is needed by otrs-3.0.6-01.noarch
perl-IO-Socket-SSL is needed by otrs-3.0.6-01.noarch
perl-XML-Parser is needed by otrs-3.0.6-01.noarch

You can install all dependencies at once using one yum command.

# yum install perl-URI mod_perl perl-libwww-perl perl-Net-DNS perl-IO-Socket-SSL perl-XML-Parser

Now install OTRS rpm

# rpm -ivh otrs-3.2.10-02.noarch.rpm

# start otrs web installer

# Open any internet browser & open following link

http://yourhost/otrs/installer.pl

Follow step by step instruction as shown in images below:

otrs1

Click Next

otrs2

Accept the license agreement

otrs3

Provide the root password and select database type. I have choose MySQL-database for this article and click on check database settings

otrs4

If the test succeeded it will prompt to create a new user for otrs. Give name and password for the new user and click next.

If everything is ok you will get a screen as shown below:

otrs6

On the next screen provide the system related details like fqdn of the machine,email of the admin, company name etc as shown below.

otrs7

* If you don’t have any dns server ready then select no in check_mx record box.

On the next screen provide your email server settings.

otrs8

After filling mandatory fields click on check mail configuration. If the mail configuration check is successful you will get following screen:

otrs9

Provide your information and complete the registration process.

After registration is complete you will get a final page showing you the username/password required to login onto otrs web console.

otrs10

You can access the otrs web-console by typing:

http://localhost/otrs/index.pl

With this otrs installation is completed.

About Alex Hunt

Hi All I am Manish Kumar Jha aka Alex Hunt. I am currently working in VMware Software India Pvt Ltd as Operations System Engineer (vCloud Air Operations). I have around 5 Years of IT experience and have exposure on VMware vSphere, vCloud Director, RHEL and modern data center technologies like Cisco UCS and Cisco Nexus 1000v and NSX. If you find any post informational to you please press like and share it across social media and leave your comments if you want to discuss further on any post. Disclaimer: All the information on this website is published in good faith and for general information purpose only. I don’t make any warranties about the completeness, reliability and accuracy of this information. Any action you take upon the information you find on this blog is strictly at your own risk. The Views and opinions published on this blog are my own and not the opinions of my employer or any of the vendors of the product discussed.
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8 Responses to How to install OTRS(Open-source Ticket Request System) in Linux

  1. Madhan Mani says:

    Hi Alex ,

    I just tried to install OTRS on my system RHEL 6 , But its not working fine .
    Please help me !!!

    Like

    • Alex Hunt says:

      What issue you are facing?

      Like

      • Madhan Mani says:

        I have just tried to OTRS (3-3.8) on RHEL 6 .
        I have also installed some modules (But some are not installed like GD etc….).
        I have notice all services running fine (MYSQLD,OTRS and HTTPD).
        But when i tried to open otrs in firefox using “http://yourhost/otrs/index.pl” am getting a page cannot be find/displayed error .
        Is that mandatory that all modules should be installed .

        Modules Missing :

        o DBD::Oracle………………….Not installed! (optional – Required to connect to a Oracle database.)
        o GD………………………….Not installed! (optional – Required for stats.)
        o GD::Text…………………..FAILED! Not all prerequisites for this module correctly installed.
        o GD::Graph………………….FAILED! Not all prerequisites for this module correctly installed.

        Am getting this error while trying to install modules through CPAN :

        **UNRECOVERABLE ERROR**
        Could not find gdlib-config in the search path. Please install libgd 2.0.28 or higher.
        Warning: No success on command[/usr/bin/perl Build.PL –installdirs site]
        LDS/GD-2.56.tar.gz
        /usr/bin/perl Build.PL –installdirs site — NOT OK
        Failed during this command:
        LDS/GD-2.56.tar.gz : writemakefile NO ‘/usr/bin/perl Build.PL –installdirs site’ returned status 512

        While starting HTTP am getting below ,

        Starting httpd: [Tue Dec 30 17:20:51 2014] [warn] The ScriptAlias directive in /etc/httpd/conf.d/zzz_otrs.conf at line 5 will probably never match because it overlaps an earlier ScriptAlias.
        [Tue Dec 30 17:20:51 2014] [warn] The Alias directive in /etc/httpd/conf.d/zzz_otrs.conf at line 6 will probably never match because it overlaps an earlier Alias.
        httpd: Could not reliably determine the server’s fully qualified domain name, using *.*.*.*(IP) for ServerName

        Thanks in advance .

        Like

      • Alex Hunt says:

        Yes it is necessary to load all the modules then only you will be able to see OTRS configuration page. When all the modules are present then from configuration page itself you have to do a lot of configuration and some additional components are installed from that page only.Oracle DB module you can skip but GD needs to pe present in system.

        Like

  2. Madhan Mani says:

    Hi Alex ,
    Please kindly let me know from wr i can get modules .
    Am getting error while trying to install modules through CPAN .

    o GD………………………….Not installed! (optional – Required for stats.)
    o GD::Text…………………..FAILED! Not all prerequisites for this module correctly installed.
    o GD::Graph………………….FAILED! Not all prerequisites for this module correctly installed.

    Thanks!!!

    Like

    • Madhan Mani says:

      Please find my configuration details .

      # httpd -v
      Server version: Apache/2.2.15 (Unix)
      Server built: Oct 6 2011 11:06:33
      # cat /etc/redhat-release
      Red Hat Enterprise Linux Server release 6.2 (Santiago)
      # rpm -qa otrs
      otrs-3.3.11-01.noarch
      # rpm -qa mysql
      mysql-5.1.52-1.el6_0.1.x86_64
      # uname -a
      Linux 2.6.32-220.el6.x86_64 #1 SMP Wed Nov 9 08:03:13 EST 2011 x86_64 x86_64 x86_64 GNU/Linux

      Like

      • Maddy says:

        Hi Finally i have installed the GD module also .

        But still i couldn’t get on webpage by using “http://localhost/otrs/installer.pl”.
        Please help me guys !!!!
        How can i install through webpage .

        ./otrs.CheckModules.pl
        o Archive::Tar…………………ok (v1.58)
        o Crypt::Eksblowfish::Bcrypt…….ok (v0.009)
        o Crypt::SSLeay………………..ok (v0.57)
        o Date::Format…………………ok (v2.22)
        o DBI…………………………ok (v1.609)
        o DBD::mysql…………………..ok (v4.013)
        o DBD::ODBC……………………ok (v1.50)
        o DBD::Oracle………………….Not installed! (optional – Required to connect to a Oracle database.)
        o DBD::Pg……………………..ok (v2.15.1)
        o Encode::HanExtra……………..ok (v0.23)
        o GD………………………….ok (v2.44)
        o GD::Text…………………..ok (v0.86)
        o GD::Graph………………….ok (v1.48)
        o IO::Socket::SSL………………ok (v1.31)
        o JSON::XS…………………….ok (v2.27)
        o List::Util::XS……………….ok (v1.21)
        o LWP::UserAgent……………….ok (v6.05)
        o Mail::IMAPClient……………..ok (v3.34)
        o IO::Socket::SSL…………….ok (v1.31)
        o ModPerl::Util………………..ok (v2.000004)
        o Net::DNS…………………….ok (v0.65)
        o Net::LDAP……………………ok (v0.40)
        o Net::SSL…………………….ok (v2.84)
        o PDF::API2……………………ok (v2.023)
        o Compress::Zlib……………..ok (v2.020)
        o Text::CSV_XS…………………ok (v0.85)
        o Time::HiRes………………….ok (v1.9721)
        o XML::Parser………………….ok (v2.36)
        o YAML::XS…………………….ok (v0.38)

        http://nanlyx.blogspot.in/2013/04/installation-configuration-in-otrs.html

        I have followed the above doc .
        Please kindly help me dude !!!

        Like

  3. Maddy says:

    Team ,

    Please find the below config details .

    # httpd -v
    Server version: Apache/2.2.15 (Unix)
    Server built: Oct 6 2011 11:06:33
    # cat /etc/redhat-release
    Red Hat Enterprise Linux Server release 6.2 (Santiago)
    # rpm -qa otrs
    otrs-3.3.8-01.noarch
    # rpm -qa mysql
    mysql-5.1.52-1.el6_0.1.x86_64
    # uname -a
    Linux 2.6.32-220.el6.x86_64 #1 SMP Wed Nov 9 08:03:13 EST 2011 x86_64 x86_64 x86_64 GNU/Linux

    Note:

    SElinux is disabled (But didnt reboot system).
    I have installed , When i try on webpage to open “https:localhost/opt/index.html) am getting below error .
    _________________________________________________________________________________________________________________________
    The connection has timed out

    The server at *.*.*.(IP) is taking too long to respond.

    The site could be temporarily unavailable or too busy. Try again in a few moments.
    If you are unable to load any pages, check your computer’s network connection.
    If your computer or network is protected by a firewall or proxy, make sure that Firefox is permitted to access the Web.

    Try Again

    __________________________________________________________________________________________________________________________
    Apache config file : /etc/httpd/conf.d/zzz_otrs.conf

    Like

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