Installing The Open Source Ticket Request System (OTRS) On Fedora 8

Version 1.0
Author: Oliver Meyer <o [dot] meyer [at] projektfarm [dot] de>

This document describes how to set up the Open Ticket Request System (OTRS) on Fedora 8. Taken from the OTRS page: "OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries."

This howto is a practical guide without any warranty - it doesn't cover the theoretical backgrounds. There are many ways to set up such a system - this is the way I chose.


1 Preparation

1.1 Basic System

Set up a basic Fedora 8 system and update it. I used a minimal installation without gui etc. for this howto.


1.2 SELinux

In order that OTRS will work properly SELinux has to be disabled. Let's check if it is disabled.

cat /etc/sysconfig/selinux | grep ^SELINUX=

If it is not disabled, open the corresponding configuration file ...

vi /etc/sysconfig/selinux

... and disable it. The corresponding line should look like this:


Afterwards reboot the system so that the changes can take effect.


1.3 Hostname

First open the hosts file and link the server's hostname to its IP.

vi /etc/hosts

It should look like this:

# Do not remove the following line, or various programs
# that require network functionality will fail.       localhost.localdomain   localhost     server1
::1     localhost6.localdomain6 localhost6

Next set the right hostname in the system configuration.

vi /etc/sysconfig/network

It should look like this:


Afterwards reboot the system so that the changes can take effect.



2.1 Get It

Have a look at to find out which is the latest version. When I was writing this howto it was version 2.2.5-01.

cd /tmp/


2.2 Installation Part I

Now let's install the package. Dependencies will be resolved automatically.

yum localinstall otrs-2.2.5-01.i386.rpm --nogpgcheck


2.3 MySQL/Apache Start

Add both, the MySQL server and the Apache server, to the autostart and start them.

chkconfig mysqld on
chkconfig httpd on
/etc/init.d/mysqld start
/etc/init.d/httpd start


2.4 MySQL Root User

We have to add a password for the MySQL root user - do it via:

mysqladmin -u root password %sql_root_password%
mysqladmin -h -u root password %sql_root_password%


2.5 Firewall Configuration

In order to make OTRS accessible from other machines we have to open the ports for HTTP and HTTPS in the firewall.


Set HTTP and HTTPS as trusted services.

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From: o.meyer