OTRS (Open Ticket Request System) is an open-source ticketing system that allows you to manage customer support inquiries efficiently. In this guide, we will walk through the steps to install OTRS Community Edition (CE) on Rocky Linux.

Step 1: Update Your System

Start by ensuring your system is up to date:

sudo dnf update

Step 2: Install Required Dependencies

Install the necessary packages, including Perl and database support:

sudo dnf install -y perl perl-DBI perl-DBD-MySQL httpd mariadb-server mariadb

Step 3: Start and Enable the Database Service

Start the MariaDB service and enable it to run at startup:

sudo systemctl start mariadb
sudo systemctl enable mariadb

Step 4: Secure the MariaDB Installation

Run the following command to secure your MariaDB installation:

sudo mysql_secure_installation

Follow the prompts to set the root password and secure the database.

Step 5: Create the OTRS Database

Log into the MariaDB shell:

sudo mysql -u root -p

Run the following commands to create the database and user for OTRS:

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

Make sure to replace your_password with a strong password.

Step 6: Download OTRS

Download the latest version of OTRS from the official website:

wget https://ftp.otrs.org/pub/otrs/rel-6.0/OTRS-6.0.36.tar.gz

Extract the downloaded archive:

tar -xzf OTRS-6.0.36.tar.gz

Move the extracted files to the appropriate directory:

sudo mv OTRS-6.0.36 /opt/otrs

Step 7: Configure OTRS

Change the ownership of the OTRS directory:

sudo chown -R apache:apache /opt/otrs

Create the configuration file:

sudo cp /opt/otrs/Kernel/Config/Files/OTRS.Default.conf /opt/otrs/Kernel/Config/Files/OTRS.conf

Edit the configuration file to set up your database connection:

sudo nano /opt/otrs/Kernel/Config/Files/OTRS.conf

Find and update the database settings:

$Self->{'Database'} = {
    'Type'     => 'mysql',
    'Host'     => 'localhost',
    'Database' => 'otrs',
    'User'     => 'otrsuser',
    'Password' => 'your_password',
};

Step 8: Set Up Apache

Create a new Apache configuration file for OTRS:

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

Add the following configuration:

<VirtualHost *:80>
    ServerName your_domain_or_ip
    DocumentRoot /opt/otrs/var/html

    <Directory "/opt/otrs/var/html">
        Require all granted
    </Directory>
</VirtualHost>

Replace your_domain_or_ip with your actual domain name or IP address.

Step 9: Start Apache

Start the Apache service and enable it to run at startup:

sudo systemctl start httpd
sudo systemctl enable httpd

Step 10: Access OTRS

You can now access the OTRS web interface by navigating to:

http://your_domain_or_ip/otrs/installer.pl

Follow the on-screen instructions to complete the installation.

Conclusion

You have successfully installed the OTRS (CE) Ticketing System on Rocky Linux. This powerful tool will help you manage customer support efficiently.

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