OTOBO Installation Tutorial

This is the OTOBO Administration Manual. It provides detailed instructions and guidance for installing, configuring, and maintaining the OTOBO ticketing system.

Warning

This documentation is for the 11.1 beta version of OTOBO. It may contain incomplete or inaccurate information, and some features may not be fully functional. Please use this documentation with caution and report any issues to the OTOBO development team. You may find the documentation for the latest stable release at https://doc.otobo.org/manual/installation/11.0/en/content/index.html.

Contents

• Introduction
  • About This Manual
• Hardware and Software Requirements
  • Hardware Requirements
  • Software requirements
• OTOBO Installation
  • OTOBO Installation Docker
    • Requirements
    • Installation
    • Additional Technical Information
    • Advanced Topics
    • Resources
  • OTOBO Installation on Ubuntu
    • Step 1: Unpack and Install OTOBO
    • Step 2: Install Additional Programs and Perl Modules
    • Step 3: Create the OTOBO User
    • Step 4: Activate the Default Configuration File
    • Step 5: Configure Systemd Services for OTOBO
    • Step 6: Configure the Nginx Web Server
    • Step 7: Set File Permissions
    • Step 8: Setup the Database
    • Step 9: Setup Elasticsearch
    • Step 10: Basic System Configuration
    • Step 11: First Login
    • Step 12: Start the OTOBO Daemon
    • Step 13: Setup Bash Auto-Completion (optional)
    • Step 14: Further Information
  • OTOBO Installation on RHEL
    • Preparation: Disable SELinux when it is Installed and Enabled
    • Step 1: Unpack and Install OTOBO
    • Step 2: Create the OTOBO User
    • Step 3: Install Additional Programs and Perl Modules
    • Step 4: Activate the Default Configuration File
    • Step 5: Configure systemd Services for OTOBO
    • Step 6: Configure the Nginx Web Server
    • Step 7: Set File Permissions
    • Step 8: Setup the Database
    • Step 9: Setup Elasticsearch
    • Step 10: Basic System Configuration
    • Step 11: First Login
    • Step 12: Start the OTOBO Daemon
    • Step 13: Setup Bash Auto-Completion (optional)
    • Step 14: Further Information
• Migration from OTRS 6 or OTRS 7 / ((OTRS)) Community Edition to OTOBO
  • Overview over the Supported Migration Scenarios
  • Migration Requirements
  • Step 1: Install the new OTOBO System
  • Step 2: Deactivate SecureMode on OTOBO
  • Step 3: Stop the OTOBO Daemon
  • Optional Step: Mount /opt/otrs for Convenient Access
  • Optional Step: Install sshpass and rsync when /opt/otrs Should be Copied via SSH
  • Step 4: Preparing the OTRS / ((OTRS)) Community Edition system
    • Stop All Relevant Services and the OTRS Daemon
    • Clear the Caches and the Operational Data
  • Optional Step for Docker: Make Required Data Available Inside Container
    • Copy /opt/otrs into the Volume otobo_opt_otobo
  • Step 5: Perform the Migration!
  • Step 6: After Successful Migration!
  • Known Migration Problems
    • 1. Login After Migration not Possible
    • 2. Final Page of the Migration Has a Strange Layout Due to Missing CSS Files
    • 3. Migration Stops due to MySQL Errors
    • 4. Errors in Step 5 when Migrating to PostgreSQL
    • 5. Problems with the Deployment the Merged System Configuration
  • Step 7: Manual Migration Tasks and Changes
    • 1. Password Policy Rules
    • 2. Under Docker: Manually Migrate cron Jobs
  • Special Topics
    • Migration from Oracle to Oracle
    • Optional Step: Streamlined Migration of the Database (only for Experts and Special Scenarios)
• Updating
  • Step 1: Stop All Relevant Services and the OTOBO Daemon
    • Option A: Systemd Unit Files Configured
    • Option B: Systemd Unit Files NOT Configured
  • Step 2: Backup Files and Database
    • Example for a Standard Installation with Ubuntu and MySQL
  • Step 3: Install the new Release
    • Restore Old Configuration Files
    • Restore Article Data
    • Restore Already Installed Default Statistics
    • Set File Permissions
    • Check Webserver Configuration Files
  • Step 4: Check for New Needed Perl Modules
  • Step 5: Only for Minor or Major Release Upgrades (e.g., 11.0 to 11.1)
  • Step 6: Update Installed Packages and Reconfigure Config
  • Step 7: Deploy new Systemd Service Files (Optional)
    • Check Webserver Configuration Files
  • Step 8: Start your Services
    • Option A: Services have been Migrated
    • Option B: Services have not been Migrated
  • Step 9: (Optional) Disable Redis Caching
• Updating a Docker-based Installation of OTOBO
  • Migrating to Docker Compose v2
  • Stop the Containers
  • Updating the Docker Compose Files
  • Checking the Docker Compose .env File
  • Update OTOBO
• Backup and Restore
  • Backup
    • Docker
  • Restore
    • Docker
• Kerberos Single Sign On in OTOBO Docker installation
  • Generate Active Directory User
  • Generate Active Directory Keytab file
  • Create a new Volume for Your Custom Nginx Configuration
  • Create new OTOBO .env File
  • Start OTOBO
  • Tell OTOBO to use the Kerberos-Authentication
  • Configure Browser to Understand Kerberos SSO
  • Debugging and Problems
    • Kerberos Debugging
• Kerbeos Single Sign On for OTOBO Native Installation
  • Kerberos SSO Overview
  • SSO Authentication Process Overview
• Kerberos SSO Setup
  • Active Directory Settings
  • Generate Keytab File
  • Setup Kerberos Client on the OTOBO Server
  • Error: No Suitable Keys for Service
  • Error: Client not Found in Kerberos
• Nginx with Kerberos SSO and SSL
  • Otobo Configuration
  • Configure Browser to Understand Kerberos SSO
• Adapt Customer Interface with Corporate Identity
  • Change Colors in Customer Area
  • Change Logos and Pictures
    • Change Customer Login Pictures and Text
    • Change Customer Dashboard Tiles and Options
• Installing Perl Modules from CPAN
  • Docker-based Installations
• Performance Tuning
  • Ticket Index Module
  • Ticket Search Index
  • Document Search
    • Heap Size
    • Disk Allocation
  • Article Storage
  • Archiving Tickets
  • Caching
    • Install a Redis Cache Server
    • Ramdisk Caching
  • Clustering
• Documentation History

License

This work is copyrighted by OTRS AG (https://otrs.com), Zimmersmühlenweg 11, 61440 Oberursel, Germany.

Copyright © for modifications and amendments 2019-2022 ROTHER OSS GmbH (https://otobo.io), Oberwalting 31, 94339 Leiblfing, Germany

Terms and Conditions OTRS: Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license can be found on the GNU website.

Terms and Conditions Rother OSS: Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license is included in the section entitled “COPYING”.

Published by: Rother OSS GmbH, (https://otobo.io), Oberwalting 31, 94339 Leiblfing, Germany.

Authors: OTRS AG (original version), Rother OSS GmbH (https://otobo.io).