Securing your ticket communication

Jens Bothe10. Dec 2013 | AdministrationBest PracticesConsulting

The actual discussion on  possible unwanted readers of your mails shows the need to encrypt emails. OTRS has the possibility to sign and encrypt via S/MIME and PGP/GnuPG.

For enabling PGP only a few steps are needed. So this post shows how to setup PGP on your system.

Step 1 – Install GnPG

Step 2 – Create a key:

Enter the following command in your shell and follow the instructions

gpg --gen-key

Step 3 – Export Key:

gpg --export -a > public.asc
gpg --export-secret-key -a > private.asc

Step 4 – Activate PGP in sysconfig:

Step 5 – Upload Keys:

You have to upload the public and the private key. Please ensure that you are using the Key ID of the secret key within Crypt::PGP for assigning the password! You also should be sure that the .gnupg directory was created and is assigned to the webserver user (thats why it is suggested to run the webserver with the OTRS user!) You can also have a look at the documentation for more hints.

Step 6 – Upload Customer Public Keys:

For encryption of emails to customers and verifying signatures OTRS needs the public key of your customer users stored. They can be uploaded via Customer Interface or the customer management screen in agent interface.

Step 7 – Work with signed and encrypted mails

Now we can send and receive signed and encrypted mails

Reply encrypted:

Verify changed mails:

Happy ((encrypting))

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