TurnKey Linux Virtual Appliance Library

OTRS Update

tucu.bogdan.1's picture

Hello all,


This is my first post. Started playing with TurnkeyLinux today. I had to install an OTRS solution for the company I work for and I installed a Windows virtual machine. I want to keep TKL as an alternative if not even replace the Windows machine since it uses more RAM than TKL.

But the image here has the version 2.4.7 of OTRS.

How can I update? I would like to run the latest version. 3.1.6 that is.

Please keep in mind that I don't have that much experience with Linux. I am not a complete stranger of terminal commands but I still consider myself a noob.



Jeremy Davis's picture

Yes it's possible

But not without a bit of mucking around. If you are patient (and not scared off by the terminal) then it shouldn't be beyond you.

I don't know how much perspective you have, but a bit of reading may be worth it before you start. Here are some starters:
And one that specifically talks about OTRS (although an older version)

Bogdan Tucu's picture

I tried something before posting

Hi, thanks for answering.

I got the 3.1.6 OTRS package from sid. Ran dpkg, it shows as installed but I don't see any changes.
Is there anything else? Can't find anything new


Jeremy Davis's picture

May need to uninstall the old version?

I would suggest that you uninstall the old one first (apt-get remove <package-name>) and if that still doesn't work, perhaps try uninstalling with the '--purge' switch. OTTOMH other things to try may be restarting Apache (service apache2 restart) and/or simply rebooting the appliance.

Bogdan Tucu's picture


That doesn't work. The package from sid is too small to be a complete release.

I tried it and I get a 404 error.

Oh well, it seems I'll have to bare with the Windows machine. At least I got a Wordpress TKL for personal use that is just great.

I'll chek to see if there will be an update on the OTRS virtual apliance.



Jeremy Davis's picture

ok another tack....

IIRC OTRS will install from upstream to a LAMP server relatively easily. I suggest that you consult the OTRS website and install direct from there to a TKL LAMP appliance.

Bogdan Tucu's picture

I thought about that

I had that in mind but because of the lack of free time I had to leave it aside.

Right now we I have the Windows machine in production so I'll give it a rest for now. 
Maybe this weekend I'll try and do it.

I'll get back with news.


Thanks for your help

Guest's picture

OTRS 3.1.6 on Turnkey Core 12rc2-1

I don't know if it helps it all but between the official OTRS documentation and this blog post http://goo.gl/2o2EG  I was able to make the following work.  I even deleted the container and ran through it from scratch to make sure it was right.

After creating a new Turnkey Core container and updating I did the following:


apt-get install apache2 perl mysql-server libnet-ldap-perl libgd-graph-perl libapache2-mod-perl2 libsoap-lite-perl libnet-dns-perl libpdf-api2-perl libdigest-md5-perl libmail-imapclient-perl make gcc

cd /opt

wget http://ftp.otrs.org/pub/otrs/otrs-3.1.6.tar.gz

tar xvf otrs-3.1.6.tar.gz

mv otrs-3.1.6 otrs 

cd /otrs

useradd -r -d /opt/otrs/ -c 'OTRS user' otrs

usermod -G www-data otrs

cp Kernel/Config.pm.dist Kernel/Config.pm

cp Kernel/Config/GenericAgent.pm.dist Kernel/Config/GenericAgent.pm

bin/otrs.SetPermissions.pl /opt/otrs --otrs-user=otrs --web-user=www-data --otrs-group=www-data --web-group=www-data

perl -cw bin/cgi-bin/index.pl

perl -cw bin/otrs.PostMaster.pl

ln -s /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/conf.d/otrs.conf

/etc/init.d/apache2 restart

Then http://localhost/otrs/installer.pl

Hope this helps.

Jeremy Davis's picture

Thanks for posting

No doubt someone will find that useful.

For future reference if you used the LAMP appliance as a basis you probably wouldn't need to install quite so many packages, but I guess that's probably no such a big issue. Besides you probably avoid needing to tweak the Apache site (with your instructions - as I suspect you would with LAMP).

Tyler V's picture

I looked at the LAMP app but

I looked at the LAMP app but I was more interested in trying out the new debian base.

Jeremy Davis's picture

Ahh of course!

That makes perfect sense! :)

Guest's picture

After your procedure

After your procedure we cant login as a admin. Access denied. Dont u know why?

Guest's picture

please advise

is there a possible way to update otrs  windows version

i've try so many links with info that is redundant please

can some one help me out with possitive information step by step update please

Guest's picture

hey guys, can you help me

hey guys,

can you help me aout with this error?

cheers guy and thanks in advance


ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Oct 25 12:25:42 2012
Message: Unknown Subaction CheckRequirements!
Traceback (4284):
   Module: Kernel::Output::HTML::Layout::Error (v1.381.2.5) Line: 1216
   Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.381.2.5) Line: 1199
   Module: Kernel::Modules::Installer::Run (v1.58) Line: 653
   Module: Kernel::System::Web::InterfaceInstaller::Run (v1.1.2.2) Line: 130
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_installer_2epl::handler (unknown version) Line: 46
   Module: (eval) (v1.34) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.34) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.34) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

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