Installation on openSUSE

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This article describes the installation of OTRS on openSUSE version 11.2. For other versions, installation would be probably similar. If you feel this article can be better, please edit it!


  • Download the RPM file for openSUSE from
  • open a root shell or do 'sudo su -'
  • install the RPM file
zypper install otrs-2.4.*.noarch.rpm

the package manager will prompt you now to install dependencies. Please accept.

There is one library, PDF::API2, that is used for generating PDFs in OTRS. The version in the openSUSE repositories is 0.72.3 which is broken. If you want to use this; please install the version 0.73 from the openSUSE build service. You can use one click install or select your package from

Database configuration

First, open the file /etc/my.cnf with a text editor. Search for the line that says: max_allowed_packet and set the value to '16M'. If you don't do that OTRS will not be able to use bigger files than 1 MB and you'll run into trouble, for instance when you try to install big packages such as ITSM or when you have attachments inside the database and loan modification you have somebody sending in huge attachments.

The second thing you need to do in this file is add a line, for instance just under the myisam_buffer_size, that sets the query cache size. This is not necessary in order to run OTRS, but it will help performance a bit. Besides, if you don't set it, the Support Assessment module is going to complain. So we can better set it right away. The contents of the line would be:

query_cache_size = 20M

Now, we're done with the my.cnf file, you can save the file and quit the editor. Next thing is to (re)start MySQL and secure the database, and finally, make sure mysql is started on server boot time.

rcmysql start 
chkconfig -a mysql 

this will first start up the MySQL database and then runs a script that lets you secure the MySQL installation. Please note that when it asks to supply a password for 'root' this is the ' root' database account and NOT the root linux account. By default, it will have no password. Please supply one, and remember it, you'll need it in the next steps.

Web server configuration

The package dependencies have already installed mod_perl; it does need to be activated in the Apache configuration as well. After that, we have to start the web server and make sure it is restarted every time the system boots:

a2enmod mod_perl #enable mod_perl
rcapache2 start
chkconfig -a apache2 # make sure apache starts on server boot time

If you want to access OTRS from a remote host (which you probably want :D) then you'll need to poke a hole in the firewall. You can do this by issuing :

sysconf_addword /etc/sysconfig/SuSEfirewall2 FW_CONFIGURATIONS_EXT apache2
rcSuSEfirewall2 restart

Web installer

Go to with your web browser. Here you can create the database to be used for OTRS (use the MySQL root password you set earlier), as well as do some other basic configuration. After this, you can log in to OTRS with the default account root@localhost and password root.

Now you have created the database, edit the file /opt/otrs/scripts/ - we need that in order to configure Apache::DBI. Apache::DBI is not a module that is really needed for OTRS but it will pre-establish database connections, which will be better for performance. Therefore it' s recommended to set it up. Besides that, it's really easy to set up, so why not..?

Just simply remove the pound signs (#) before the lines for Apache::DBI and fill in the password you just created for the OTRS database using the web installer. If you forgot what it was, please just look up the value for $Self->{'DatabasePw'} in the file /opt/otrs/Kernel/

use Apache::DBI ();
Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'my-secret-pass');
use DBI ();

OTRS services

OTRS runs a service on it's own, for escalation of tickets, fetching email, sending out reminders and stuff like that. Please start the OTRS service by means of the following command - and after that, add otrs to the services that run on system start up.

rcotrs restart-force
chkconfig -a otrs

this will restart Apache and MySQL as well as check your database connection. It will also set up the cron jobs for fetching the emails etc. if you did not (yet) have that. After this, you can log in to OTRS with the default account root@localhost and password root. Now, you can log in to OTRS, create users, configure incoming and outgoing email, and the like. As they say... ((enjoy))!