Change URL / FQDN / address of OTRS / Znuny

Learn in this article how to change the browser link of your OTRS / Znuny installation. The link is also named as

• URL
• web address
• FQDN (full qualified domain name)
• DNS

For this tutorial we will assume your OTRS / Znuny is reachable under

https://otrs.example.com

and we want to change it to

https://servicedesk.example.com

Prepare your DNS

First of all you need to prepare a new DNS record for your domain. Either you have access to the DNS records for the domain example.com.

If you do not have access ask your Network / System Administrator (for medium, bigger sized or enterprise organizations) or your Website provider if you are a SOHO company.

Add new DNS records

• A
  pointing to the IPv4 of your OTRS / Znuny installation
  servicedesk.example.com. IN A <yourServerIPv4>
• AAAA
  pointing to the IPv6 of your OTRS / Znuny installation (if you have a IPv6)
  servicedesk.example.com. IN AAAA <yourServerIPv6>
• CNAME
  use your old DNS record and change it to CNAME, in our case
  otrs.example.com. IN CNAME servicedesk.example.com.

Configuring your Operating System

Your OS shall of course be aware of this new hostname.
Verify the new hostname

hostname
cat /etc/hostname

regarding the hostname you shall check with your network and system administrator if you need to change it. Change it accordingly.

cat /etc/hosts

your new host shall be of course added to the hosts file. In our case

vi /etc/hosts

and add

127.0.1.1 servicedesk.example.com

Reconfiguring now OTRS / Znuny

Go to Admin > System Configuration and search for FQDN and replace the old value to your new (without http or https!)

servicedesk.example.com

Reboot

The reboot is typically not required, but you can verify the easiest way if your configuration is persisted and no other configuration is modifying your setup. So simply reboot and recheck all steps.