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((OTRS)) Community Edition

Ticket Request System

((OTRS)) Community Edition (Znuny) is a 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.

Please note: as of TurnKey v17.0, OTRS upstream has now gone closed source, and the "Community Edition" appears unmaintained. So our OTRS appliance installs the Znuny fork of "((OTRS)) Community Edition". As such, this appliance will be renamed to "Znuny" at some point in the future.

This appliance includes all the standard features in TurnKey Core, and on top of that:

  • OTRS/Znuny configurations:
    • Installed from package management.
    • Includes spell checking and documentation.
  • SSL support out of the box.
  • Includes TurnKey web control panel (convenience).
  • Postfix MTA (bound to localhost) to allow sending of email (e.g., password recovery).
  • Webmin modules for configuring Apache2, MySQL, Postfix and Procmail

Customer registration requires valid networking configuration (email support).

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Usage details & Logging in for Administration

No default passwords: For security reasons there are no default passwords. All passwords are set at system initialization time.

Ignore SSL browser warning: browsers don't like self-signed SSL certificates, but this is the only kind that can be generated automatically. If you have a domain configured, then via Confconsole Advanced menu, you can generate free Let's Encypt SSL/TLS certificates.

Username for OTRS/Znuny:

Login as username: root@localhost

Web - point your browser at either:

  1. http://12.34.56.789/ - not encrypted so no browser warning
  2. https://12.34.56.789/ - encrypted with self-signed SSL certificate

Username for database administration:

Login as MySQL username root (no password required when logged in as root Linux user)

  1. MySQL command line tool: 
    $ mysql --user root
Welcome to the MySQL monitor.  Commands end with ; or \g.
Type 'help;' or '\h' for help. Type '\c' to clear the current input statement.

mysql>

Username for OS system administration:

Login as root except on AWS marketplace which uses username admin.

  1. Point your browser to:
  2. Login with SSH client: 
    ssh root@12.34.56.789

    Special case for AWS marketplace:

    ssh admin@12.34.56.789

* Replace 12.34.56.789 with a valid IP or hostname.