OTRS ITSM installation.

Shawn Beasley04. Jan 2011 | AdministrationModifications & Packages


The practical examples presented in our technical blog (blog.otrs.com) and now in the expert category in our FAQ blog section serve as a source of ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes even for more exotic configurations. All configurations presented here were developed under laboratory conditions as a proof of concept. 

We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.

OTRS ITSM is a suite of modules that adds ITIL functionality to OTRS Help Desk. This may confuse some, as there is no full-version of OTRS ITSM for download. So, here is a short blog about installing OTRS ITSM.In this case, we want to look at the beta version of OTRS ITSM 3.0 (beta1). I choose the beta version, because this blog post will live longer. So, if you read this after the beta testing is done, the steps will be the same.

Starting in the version 2.1, there is a bundle package. This package is an OPM (OTRS PACKAGE MANAGER) file that includes all the available packages for the suite. For those who do not wish to have the whole ball of wax, the packages can be installed individually. The OTRS ITSM Suite has the following modules:

Core Modules:

  • ITSM Core
  • General Catalog

Functional Modules:

  • ITSM Incident Problem Management
  • ITSM Configuration Management
  • ITSM Service Level Management
  • ITSM Change Management

Portability Modules:

  • Import Export

(screen 1)OTRS ITSM Package Manger

Bundle Installation:

  1. Download the OTRS ITSM bundle.
  2. Install via the Package Manager.Note: Due to the size of the package, if you are uploading from off-site, you may experience a time out.

Basic Installation:

  1. Download ITSM Core and General Catalog from the FTP Server (change the packages directory for another version).
  2. Install these two via the Package Manager.
  3. Then select the packages from the FTP Server to be installed, or update your online repository within the Package Manager and install directly from online.

Thanks for reading, and I wish you all the best of luck!

Your Community Manager

Shawn Beasley 

P.S. For all those who still may need a better visual, please look to the installation video to accompany this blog.

William at 26.03.2015, 15:03

Hi Jens, thanks for your answer. I`d like to ask something not related with the instalation process as I managed to install the ITSM module with no problem thanks to you, Now I need to apply the inventory functionality to manage all the IT equipment, reading a lot about this on internet i found an answer from you in another website saying that the ITSM module already has this functionality. The thing is that I dont know how to use it of find it. Can you help me with this? Thanks a lot! William

William Pino at 24.03.2015, 17:02

Solved, thanks Jens!

Jens at 23.03.2015, 21:12

Hi, the connection is done via https. So check you connection or the proxy

William Pino at 23.03.2015, 17:01

Hello. Thanks for this blog, it has a lot of help for noob in this software like me. I am writing because i already installed the ITSM package on OTRS 4, and appart from the fact that looks like the whole package was installed succesfully i have a red message stating "Package not verified due a comunication issue with verification server". Can you please give me a hand with this? Thanks a lot! Cheers, William

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