How To Install OTRS on Fedora 42

OTRS (Open-source Ticket Request System) is a powerful, flexible ticketing solution that helps organizations manage customer service requests efficiently. Installing it on Fedora 42 requires careful preparation and configuration. This comprehensive guide walks you through each step of the installation process, from preparing your system to post-installation optimization. Whether you’re setting up a small helpdesk or a large-scale support system, this tutorial provides everything you need to get OTRS up and running smoothly on Fedora 42.

Understanding OTRS and System Requirements

OTRS is a robust open-source ticketing system designed for handling customer inquiries, support requests, and incident management. Before diving into installation, it’s crucial to ensure your Fedora 42 system meets the necessary hardware and software requirements.

Hardware Requirements

For optimal OTRS performance, your system should have:

• CPU: AMD Ryzen 7 3700X Octa-core or comparable processor
• Memory: Minimum 16GB RAM, recommended 64GB for production environments
• Storage: At least 200GB SSD storage, preferably 2 × 1TB NVMe SSDs in RAID 1 configuration
• Network: Gigabit LAN connection

The actual requirements may vary based on your expected ticket volume and user load.

Software Prerequisites

OTRS requires several key components:

• Perl 5.16.0 or higher with specific modules
• Web server: Apache or Nginx
• Database server: MySQL 5.0+, MariaDB, PostgreSQL 9.2+, or Oracle
• Elasticsearch (versions 6.x to 7.x)
• Node.js 16

OTRS cannot run on containerized environments or Windows systems – a bare metal server or virtual machine running Fedora 42 is required.

Preparing Your Fedora 42 Environment

Proper preparation of your Fedora 42 system is essential for a successful OTRS installation. This section covers the initial setup steps.

Updating Your System

First, ensure your Fedora 42 system is up-to-date:

sudo dnf update -y

This command updates all packages to their latest versions, providing a stable foundation for OTRS.

Disabling SELinux

OTRS requires SELinux to be disabled for proper functionality:

sudo setenforce 0

To make this change permanent, edit the SELinux configuration file:

sudo nano /etc/selinux/config

Change SELINUX=enforcing to SELINUX=disabled and save the file. Alternatively, you can set it to permissive mode if you prefer to receive warnings rather than blocking actions.

Configuring Firewall

Configure the firewall to allow HTTP and HTTPS traffic:

sudo firewall-cmd --zone=public --add-service=http --permanent
sudo firewall-cmd --zone=public --add-service=https --permanent
sudo firewall-cmd --reload

These commands ensure clients can connect to the OTRS web interface.

Creating OTRS User

Create a dedicated user and group for OTRS:

sudo useradd -r -d /opt/otrs -c 'OTRS user' otrs
sudo usermod -G apache otrs

This creates a system user with appropriate permissions for running OTRS services.

Installing Required Dependencies

OTRS depends on several software packages that must be installed before proceeding with the main installation.

Enabling EPEL Repository

First, enable the EPEL (Extra Packages for Enterprise Linux) repository, which contains many of the required packages:

sudo dnf install -y epel-release

Installing Perl and Required Modules

Install Perl and its required modules:

sudo dnf install -y perl perl-core perl-CPAN

OTRS requires numerous Perl modules. You can check which ones are needed using the OTRS environment checker after downloading the OTRS files.

Setting Up the Web Server

Install and configure Apache:

sudo dnf install -y httpd mod_perl
sudo systemctl enable httpd
sudo systemctl start httpd

These commands install Apache with mod_perl support and configure it to start automatically with the system.

Database Server Installation

OTRS supports multiple database systems. For this guide, we’ll use MariaDB:

sudo dnf install -y mariadb-server
sudo systemctl enable mariadb
sudo systemctl start mariadb

Secure the MariaDB installation:

sudo mysql_secure_installation

Follow the prompts to set a root password, remove anonymous users, disallow root login remotely, and remove the test database.

Installing Elasticsearch

Install Elasticsearch for enhanced search capabilities:

sudo rpm --import https://artifacts.elastic.co/GPG-KEY-elasticsearch

Create a repository file for Elasticsearch:

sudo nano /etc/yum.repos.d/elasticsearch.repo

Add the following content:

[elasticsearch]
name=Elasticsearch repository for 7.x packages
baseurl=https://artifacts.elastic.co/packages/7.x/yum
gpgcheck=1
gpgkey=https://artifacts.elastic.co/GPG-KEY-elasticsearch
enabled=1
autorefresh=1
type=rpm-md

Install Elasticsearch:

sudo dnf install -y elasticsearch
sudo systemctl enable elasticsearch
sudo systemctl start elasticsearch

Installing Node.js

Install Node.js 16, which is required for OTRS:

sudo dnf install -y nodejs

Verify the installation:

node --version

Downloading and Extracting OTRS

With all dependencies in place, you can now download and extract the OTRS package.

Downloading OTRS

Navigate to the /opt directory and download the latest OTRS Community Edition:

cd /opt
sudo wget https://otrscommunityedition.com/download/otrs-community-edition-6.0.41.tar.gz

Extracting the Archive

Extract the downloaded file:

sudo tar -xzf otrs-community-edition-6.0.41.tar.gz

Rename the extracted directory for easier management:

sudo mv otrs-* otrs

Setting Permissions

Set the correct ownership and permissions:

sudo chown -R otrs:otrs /opt/otrs
sudo chmod -R 755 /opt/otrs

Verifying Installation Files

Check that all required modules are installed:

sudo /opt/otrs/bin/otrs.CheckEnvironment.pl

This script will identify any missing Perl modules or other requirements.

Database Setup and Configuration

A properly configured database is essential for OTRS performance and reliability.

Creating the OTRS Database

Access the MariaDB command line:

sudo mysql -u root -p

Enter the root password you set earlier, then create the OTRS database and user:

CREATE DATABASE otrs CHARACTER SET utf8 COLLATE utf8_general_ci;
CREATE USER 'otrs'@'localhost' IDENTIFIED BY 'your_secure_password';
GRANT ALL PRIVILEGES ON otrs.* TO 'otrs'@'localhost';
FLUSH PRIVILEGES;
EXIT;

Replace ‘your_secure_password’ with a strong, unique password.

Optimizing Database Performance

Edit the MariaDB configuration file to optimize for OTRS:

sudo nano /etc/my.cnf.d/server.cnf

Add these settings under the [mysqld] section:

max_allowed_packet = 20M
query_cache_size = 32M
innodb_log_file_size = 256M
innodb_buffer_pool_size = 512M

Restart MariaDB to apply the changes:

sudo systemctl restart mariadb

These settings enhance database performance for OTRS operations, especially with larger ticket volumes.

Web Server Configuration

Configuring your web server correctly ensures secure and reliable access to the OTRS interface.

Setting Up Apache Virtual Host

Create an Apache configuration file for OTRS:

sudo nano /etc/httpd/conf.d/otrs.conf

Add the following configuration:

<VirtualHost *:80>
    ServerName otrs.your-domain.com
    DocumentRoot /opt/otrs/var/httpd/htdocs

    <Directory /opt/otrs/var/httpd/htdocs>
        AllowOverride None
        Require all granted
    </Directory>

    ErrorLog /var/log/httpd/otrs-error.log
    CustomLog /var/log/httpd/otrs-access.log combined
</VirtualHost>

Replace otrs.your-domain.com with your actual domain or server IP address.

Implementing SSL/TLS

For production environments, secure your OTRS installation with SSL/TLS:

sudo dnf install -y mod_ssl openssl

Generate a self-signed certificate (for testing) or install a valid SSL certificate:

sudo openssl req -x509 -nodes -days 365 -newkey rsa:2048 -keyout /etc/pki/tls/private/otrs.key -out /etc/pki/tls/certs/otrs.crt

Create an SSL virtual host configuration:

sudo nano /etc/httpd/conf.d/otrs-ssl.conf

Add this configuration:

<VirtualHost *:443>
    ServerName otrs.your-domain.com
    DocumentRoot /opt/otrs/var/httpd/htdocs
    
    SSLEngine on
    SSLCertificateFile /etc/pki/tls/certs/otrs.crt
    SSLCertificateKeyFile /etc/pki/tls/private/otrs.key
    
    <Directory /opt/otrs/var/httpd/htdocs>
        AllowOverride None
        Require all granted
    </Directory>
    
    ErrorLog /var/log/httpd/otrs-ssl-error.log
    CustomLog /var/log/httpd/otrs-ssl-access.log combined
</VirtualHost>

Restart Apache to apply the changes:

sudo systemctl restart httpd

Running the OTRS Web Installer

With all components configured, you can now run the OTRS web installer to complete the setup.

Accessing the Installer

Navigate to your OTRS URL in a web browser:

http://otrs.your-domain.com/otrs/installer.pl

Or if using SSL:

https://otrs.your-domain.com/otrs/installer.pl

Configuring System Settings

Follow the web installer steps:

1. Accept the license agreement
2. Enter the database credentials you created earlier
3. Configure basic system settings like system email addresses
4. Create the administrator account with a secure password

The installer will perform database initialization and configuration automatically.

Email Account Setup

Configure email accounts for ticket creation and notification:

1. Select “Email Accounts” from the Admin interface
2. Click “Add Email Account”
3. Enter the details for your mail server
4. Test the connection before saving

Properly configured email accounts enable automatic ticket creation from incoming emails.

Configuring the OTRS Daemon

The OTRS daemon handles background tasks and scheduled jobs, which is essential for proper system operation.

Understanding the OTRS Daemon

The OTRS daemon manages processes like automatic ticket escalations, email sending, and scheduled reports. It runs as a separate service from the web interface.

Setting Up the Systemd Service

Create a systemd service file for the OTRS daemon:

sudo nano /etc/systemd/system/otrs-daemon.service

Add the following content:

[Unit]
Description=OTRS Daemon
After=syslog.target network.target

[Service]
Type=forking
User=otrs
Group=otrs
ExecStart=/opt/otrs/bin/otrs.Daemon.pl start
ExecStop=/opt/otrs/bin/otrs.Daemon.pl stop
PIDFile=/opt/otrs/var/run/otrs-daemon.pid

[Install]
WantedBy=multi-user.target

Enable and start the service:

sudo systemctl daemon-reload
sudo systemctl enable otrs-daemon
sudo systemctl start otrs-daemon

Verifying Daemon Operation

Check the daemon status:

sudo systemctl status otrs-daemon

The output should indicate the daemon is active and running.

Post-Installation Tasks

After completing the basic installation, perform these post-installation tasks to enhance your OTRS setup.

Creating Essential Ticket Queues

Log in to the OTRS admin interface and create necessary ticket queues:

1. Navigate to Admin → Queues
2. Click “Add Queue”
3. Define queue properties and permissions
4. Set up queue-specific email addresses if needed

Well-organized queues improve ticket routing and management efficiency.

Setting Up Automatic Maintenance Tasks

Configure the cron jobs for regular maintenance:

sudo -u otrs crontab -e

Add the following entries:

# Rebuild ticket index
45 * * * * /opt/otrs/bin/otrs.Console.pl Maint::Ticket::QueueIndexRebuild --quiet
# Clean the cache
35 * * * * /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete --expired --quiet
# Ticket statistics
45 0 * * * /opt/otrs/bin/otrs.Console.pl Maint::Ticket::Stats --quiet

These tasks keep OTRS running smoothly by performing regular maintenance operations.

User Management Configuration

Set up user roles and permissions:

1. Navigate to Admin → Roles
2. Create roles for different user types (agents, administrators)
3. Assign appropriate permissions to each role
4. Add users and assign roles as needed

Proper role management enhances security and improves workflow efficiency.

Security Hardening

Implementing security measures is crucial for protecting your OTRS installation and customer data.

Implementing Least Privilege Principles

Ensure users and processes have only the permissions they need:

sudo find /opt/otrs -type f -name "*.pl" -o -name "*.pm" | xargs sudo chmod 755
sudo find /opt/otrs -type f -name "*.sh" | xargs sudo chmod 755
sudo find /opt/otrs/var -type d | xargs sudo chmod 755
sudo find /opt/otrs/var -type f | xargs sudo chmod 644

Securing Database Connections

Edit the OTRS database configuration to use encrypted connections:

sudo nano /opt/otrs/Kernel/Config.pm

Locate the database configuration section and add:

$Self->{DatabaseDSN} = "DBI:mysql:database=otrs;host=localhost;mysql_ssl=1";

Setting Up Regular Backups

Create a backup script:

sudo nano /opt/otrs-backup.sh

Add the following content:

#!/bin/bash
DATE=$(date +%Y-%m-%d)
BACKUP_DIR="/var/backups/otrs"

# Stop OTRS services
systemctl stop otrs-daemon
systemctl stop httpd

# Backup OTRS files
mkdir -p $BACKUP_DIR/$DATE
tar -czf $BACKUP_DIR/$DATE/otrs-files.tar.gz /opt/otrs

# Backup database
mysqldump -u root -p'your_root_password' otrs > $BACKUP_DIR/$DATE/otrs-db.sql

# Restart services
systemctl start httpd
systemctl start otrs-daemon

Make the script executable and create a scheduled task:

sudo chmod +x /opt/otrs-backup.sh
sudo crontab -e

Add:

0 2 * * * /opt/otrs-backup.sh

This script performs daily backups at 2 AM.

Performance Optimization

Optimizing OTRS performance ensures a smooth experience for agents and administrators.

Database Query Optimization

Add indexes to frequently queried tables:

sudo mysql -u root -p otrs

CREATE INDEX ticket_state_id ON ticket (ticket_state_id);
CREATE INDEX ticket_queue_id ON ticket (queue_id);
CREATE INDEX article_ticket_id ON article (ticket_id);
EXIT;

Web Server Caching

Enable Apache caching for static content:

sudo nano /etc/httpd/conf.d/otrs.conf

Add:

<IfModule mod_expires.c>
    ExpiresActive On
    ExpiresByType image/jpg "access plus 1 month"
    ExpiresByType image/jpeg "access plus 1 month"
    ExpiresByType image/gif "access plus 1 month"
    ExpiresByType image/png "access plus 1 month"
    ExpiresByType text/css "access plus 1 week"
    ExpiresByType application/javascript "access plus 1 week"
</IfModule>

Restart Apache:

sudo systemctl restart httpd

Resource Allocation Optimization

Adjust Apache settings for better resource usage:

sudo nano /etc/httpd/conf/httpd.conf

Find and modify these settings:

StartServers 8
MinSpareServers 5
MaxSpareServers 20
ServerLimit 256
MaxRequestWorkers 256
MaxConnectionsPerChild 4000

These settings optimize Apache for handling OTRS traffic efficiently.

Troubleshooting Common Issues

Even with careful installation, issues may arise. Here are solutions for common problems.

Resolving Permission Problems

If you encounter permission errors:

sudo find /opt/otrs -type d -exec chmod 755 {} \;
sudo find /opt/otrs -type f -exec chmod 644 {} \;
sudo find /opt/otrs/bin -type f -name "*.pl" -o -name "*.sh" | xargs chmod 755
sudo chown -R otrs:otrs /opt/otrs

Addressing Database Connection Issues

If OTRS cannot connect to the database:

1. Verify database credentials in /opt/otrs/Kernel/Config.pm
2. Ensure the MariaDB service is running: sudo systemctl status mariadb
3. Check database permissions:

   SHOW GRANTS FOR 'otrs'@'localhost';

Fixing Web Server Configuration Errors

If the web server returns errors:

1. Check Apache error logs: sudo tail -f /var/log/httpd/error_log
2. Verify syntax of configuration files: sudo apachectl configtest
3. Ensure correct file paths in virtual host configurations

Handling Perl Module Dependencies

If Perl modules are missing:

sudo /opt/otrs/bin/otrs.CheckEnvironment.pl --list

This command shows installation commands for missing modules.

Congratulations! You have successfully installed OTRS. Thanks for using this tutorial for installing the OTRS (OpenSource Trouble Ticket System) on your Fedora 42 Linux system. For additional help or useful information, we recommend you check the official OTRS website.