OTRS ITSM Part II: Installation


There are only a couple of paragraphs on OTRS::ITSM installation, but it turns out that there are a couple of gotchas in that small a space. I’ll cover those here.

Scope of Application

  • Amazon EC2
  • RHEL 6.6
  • OTRS 4 (patch level 9)
  • OTRS::ITSM 4 (patch level 9)

Install OTRS

It may not be obvious, especially if you are new to OTRS, but OTRS::ITSM is not a stand-alone piece of software. It is a package (actually a set of packages) that you add to an existing instance of OTRS. So before you can install ITSM, you’ll need to have OTRS up and running. You can find information about how to install OTRS in the official manual. Then you can check out my posts on getting started with OTRS for your initial configuration. If you’ve already done all that, you’re ready to install ITSM.

It’s Not as Easy as It Looks (But It’s Still Easy)

The official documentation offers a couple options for downloading the necessary packages: either enter some specific text into the package manager (Admin->System Administrator->Package Manager), or download the packages manually from the FTP site. I didn’t have anywhere to enter the provided text on the Package Manager page and had to go with the option of downloading from the FTP site. Unfortunately, even though the manual is for ITSM 4, the link provided will take you to the packages for ITSM 3.3. To get the correct packages for ITSM 4, you need to visit ftp://ftp.otrs.org/pub/otrs/itsm/packages4/, which should look something like this:


From here, right-click the package you want (I just grabbed the latest version of each package), select “Save Link As…” (they’re XML files), and save it to somewhere you know you can find it in a minute. As the manual says, you need to install GeneralCatalog and ITSMCore first.

Note: When selecting packages, make sure you get the same version number for each package. In other words, if you get GeneralCatalog-4.0.9.opm, make sure you also get ITSMCore-4.0.9.opm.

Once you have the packages you need, just select them with the Browse button under “Actions” on the Package Manager page (top left), click the Install Package button, and follow any prompts or instructions. These prompts will usually let you know if there are prerequisites or if you’re trying to install an incompatible version.


Repeat these steps for the remaining packages on the FTP page. See? Easy.

Love and kisses,



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