How To Install osTicket on Ubuntu 24.04 LTS

In today’s fast-paced business environment, efficient customer support is crucial for maintaining customer satisfaction and loyalty. osTicket, an open-source help desk ticketing system, offers a robust solution for managing customer inquiries and support requests. This article will guide you through the process of installing osTicket on Ubuntu 24.04 LTS, providing you with a powerful tool to streamline your customer support operations.

Ubuntu 24.04 LTS, known for its stability and long-term support, serves as an excellent platform for hosting osTicket. The combination of osTicket’s versatility and Ubuntu’s reliability creates a solid foundation for your help desk system, ensuring smooth operation and easy maintenance.

Prerequisites

Before diving into the installation process, ensure that your system meets the following requirements:

• A server running Ubuntu 24.04 LTS with at least 2GB of RAM and 20GB of storage
• Root or sudo access to the server
• A stable internet connection for downloading necessary packages

You’ll also need to install several software packages, including Apache web server, MySQL database server, and PHP. We’ll cover the installation of these components in detail throughout this guide.

Preparing the Ubuntu 24.04 LTS Environment

To ensure a smooth installation process, start by updating your Ubuntu system and installing essential dependencies:

sudo apt update
sudo apt upgrade -y
sudo apt install software-properties-common -y

Next, configure the firewall to allow incoming connections on ports 80 (HTTP) and 443 (HTTPS):

sudo ufw allow 80/tcp
sudo ufw allow 443/tcp
sudo ufw enable

These steps will prepare your Ubuntu environment for the osTicket installation.

Installing and Configuring the LAMP Stack

osTicket requires a LAMP (Linux, Apache, MySQL, PHP) stack to function properly. Let’s install and configure each component:

Installing Apache Web Server

sudo apt install apache2 -y
sudo systemctl start apache2
sudo systemctl enable apache2

Verify that Apache is running by opening your server’s IP address in a web browser. You should see the default Apache welcome page.

Installing MySQL Database Server

sudo apt install mysql-server -y
sudo mysql_secure_installation

Follow the prompts to set a root password and secure your MySQL installation.

Installing PHP and Required Modules

sudo apt install php libapache2-mod-php php-mysql php-gd php-imap php-ldap php-intl php-apcu php-xmlrpc php-soap -y
sudo systemctl restart apache2

To verify PHP installation, create a test file:

echo "" | sudo tee /var/www/html/phpinfo.php

Access this file through your web browser (http://your_server_ip/phpinfo.php) to confirm PHP is working correctly.

Downloading and Installing osTicket

Now that we have our LAMP stack set up, let’s proceed with downloading and installing osTicket:

cd /tmp
wget https://github.com/osTicket/osTicket/releases/download/v1.18.1/osTicket-v1.18.1.zip
sudo apt install unzip -y
unzip osTicket-v1.18.1.zip
sudo mv upload /var/www/html/osticket

Set the appropriate permissions for the osTicket files:

sudo chown -R www-data:www-data /var/www/html/osticket
sudo chmod -R 755 /var/www/html/osticket

Configuring the Database for osTicket

Create a MySQL database and user for osTicket:

sudo mysql -u root -p

Once logged in to MySQL, execute the following commands:

CREATE DATABASE osticket;
CREATE USER 'osticket_user'@'localhost' IDENTIFIED BY 'your_password';
GRANT ALL PRIVILEGES ON osticket.* TO 'osticket_user'@'localhost';
FLUSH PRIVILEGES;
EXIT;

Replace ‘your_password‘ with a strong, unique password.

Running the osTicket Web Installer

To begin the web-based installation process, rename the configuration file:

sudo cp /var/www/html/osticket/include/ost-sampleconfig.php /var/www/html/osticket/include/ost-config.php
sudo chmod 0666 /var/www/html/osticket/include/ost-config.php

Now, access the osTicket installer through your web browser by navigating to http://your_server_ip/osticket/setup/. Follow these steps in the installation wizard:

1. Click “Continue” on the welcome page.
2. Ensure all system requirements are met (you should see green checkmarks).
3. Fill in the required information, including database details and admin user credentials.
4. Click “Install Now” to complete the installation.

Post-Installation Tasks

After successful installation, perform these important post-installation tasks:

Securing the Installation Directory

sudo rm -rf /var/www/html/osticket/setup
sudo chmod 0644 /var/www/html/osticket/include/ost-config.php

Setting up Cron Jobs

To enable automated tasks, set up a cron job:

sudo crontab -e

Add the following line:

*/5 * * * * php /var/www/html/osticket/api/cron.php

Configuring Email Settings

Log in to the osTicket admin panel and navigate to Admin Panel > Emails > Email Settings. Configure your email settings to enable ticket creation via email and outgoing notifications.

Customizing osTicket

To tailor osTicket to your organization’s needs, consider the following customizations:

Creating Departments and Teams

In the admin panel, go to Manage > Departments and Manage > Teams to create and organize your support structure.

Setting up User Roles and Permissions

Navigate to Admin Panel > Staff > Roles to define custom roles with specific permissions for your support staff.

Customizing Ticket Forms and Fields

Under Admin Panel > Manage > Forms, you can create custom forms and fields to gather specific information from your customers.

Troubleshooting Common Issues

While installing and configuring osTicket, you may encounter some common issues. Here are solutions to a few of them:

Database Connection Errors

If you experience database connection issues, double-check your database credentials in the ost-config.php file. Ensure that the MySQL user has the correct permissions for the osTicket database.

Permission-related Problems

File permission issues can cause various problems. Verify that the web server has read and write access to the necessary directories:

sudo chown -R www-data:www-data /var/www/html/osticket
sudo find /var/www/html/osticket -type d -exec chmod 755 {} \;
sudo find /var/www/html/osticket -type f -exec chmod 644 {} \;

Email Configuration Issues

If you’re having trouble with email functionality, ensure that your PHP installation includes the required email-related modules (php-imap). Also, verify your email settings in the osTicket admin panel.

Maintaining and Updating osTicket

To keep your osTicket installation secure and up-to-date, follow these best practices:

Regular Backups

Implement a regular backup strategy for both your osTicket files and database. You can use tools like rsync for file backups and mysqldump for database backups.

Applying Security Updates

Regularly update your Ubuntu system and osTicket installation to ensure you have the latest security patches:

sudo apt update
sudo apt upgrade -y

Upgrading to Newer Versions

When a new version of osTicket is released, follow the official upgrade instructions provided in the osTicket documentation. Always backup your system before performing an upgrade.

Congratulations! You have successfully installed osTicket. Thanks for using this tutorial for installing osTicket on Ubuntu 24.04 LTS system. For additional help or useful information, we recommend you check the official osTicket website.