OTRS

	Note:
	This is work in progress

Maintainer

Russell Taihn

OTRS - Open Ticket Request System

	Incomplete:
	This article or section needs to be expanded. Please help to fill the gaps or discuss the issue on the talk page

http://otrs.org/

OTRS is an Open source 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. Do you receive many e-mails and want to answer them with a team of agents? You're going to love the OTRS!

cd /usr/local/src

wget http://ftp.otrs.org/pub/otrs/otrs-2.2.2.tar.gz

tar xvzf otrs-2.2.2.tar.gz

mv /usr/local/src/otrs-2.2.2/ /opt/otrs/

chown -R www.www /opt/otrs

cp /opt/otrs/Kernel/Config.pm.dist /opt/otrs/Kernel/Config.pm

cd /opt/otrs/Kernel

edit Config.pm using vi or pico or favorite text editor & edit lines as shown below, take note of the database information as this would be required in later steps

line 41: $Self->{Database} = 'otrs';

line 44: $Self->{'DatabaseUser'} = 'otrs';

line 48: $Self->{'DatabasePw'} = 'some-pass';

pico Config.pm

# DatabaseHost
   # (The database host.)
   $Self->{DatabaseHost} = 'localhost';
   # Database
   # (The database name.)
   $Self->{Database} = 'otrs';
   # DatabaseUser
   # (The database user.)
   $Self->{DatabaseUser} = 'otrs';
   # DatabasePw
   # (The password of database user. You also can use bin/CryptPassword.pl
   # for crypted passwords.)
   $Self->{DatabasePw} = 'some-pass';

Save by pressing Ctrl x, press y to save changes and press enter

Setup Dag Repositories

The following command will configure the Dag repository on SME Server. EDIT NOT COMPLETE!

To create an entry in the database for the epel repository we open put the following commands in a terminal window or in a shell window:

/sbin/e-smith/db yum_repositories set epel repository \

Name 'SME Server - epel' \
BaseURL 'http://<http://download.fedoraproject.org/pub/epel/7/$basearch' \
EnableGroups yes \
GPGCheck yes \
Visible no \
status disabled

To enable the changes:

    signal-event yum-modify

Just to be sure, give yum a fresh start:

    yum clean all

After adding it to the database we have to update the changes to the configuration file:

signal-event yum-modify

Installation of needed perl modules

yum --enablerepo=base --enablerepo=updates --enablerepo=addons --enablerepo=dag install mod_perl gd ImageMagick ImageMagick-perl gcc netpbm 

Activate mod perl

config setprop modPerl status enabled

signal-event post-upgrade

yum --enablerepo=base --enablerepo=updates --enablerepo=addons --enablerepo=dag install perl-GD.i386 perl-GD-Graph.i386 perl-GD-Graph3d.noarch perl-GD-Text-Util.i386 perl-Date-Pcalc.noarch perl-Email-Valid.noarch

After you have installed all modules you can use the script otrss.checkModules to check if OTRS has all needed perl modules.

cd /opt/otrs/bin/

./otrs.checkModules


                CGI ... ok
        Date::Pcalc ... ok
       Date::Format ... ok
                DBI ... ok
         DBD::mysql ... ok
        Digest::MD5 ... ok
   Crypt::PasswdMD5 ... ok
     LWP::UserAgent ... ok
         IO::Scalar ... ok
           IO::Wrap ... ok
       MIME::Base64 ... ok
        MIME::Tools ... ok
     Mail::Internet ... ok
           Net::DNS ... ok
          Net::POP3 ... ok
          Net::LDAP ... ok
          Net::SMTP ... ok
       Authen::SASL ... ok
                 GD ... ok
           GD::Text ... ok
          GD::Graph ... ok
   GD::Graph::lines ... ok
    GD::Text::Align ... ok
        XML::Parser ... ok
           PDF::API2 ... not installed! (for PDF output - not required)
     Compress::Zlib ... ok

Execute also the three commands perl -cw bin/cgi-bin/index.pl and perl -cw bin/PostMaster.pl after changing into the directory /opt/otrs. If the output of both commands is "syntax OK", you have a proper perl installation to use with OTRS.

cd /opt/otrs

perl -cw bin/cgi-bin/installer.pl

bin/cgi-bin/installer.pl syntax OK

perl -cw bin/cgi-bin/index.pl

bin/cgi-bin/index.pl syntax OK

perl -cw bin/PostMaster.pl

bin/PostMaster.pl syntax OK

Configuring the apache web server

mkdir -p /etc/e-smith/templates-custom/etc/httpd/conf/httpd.conf/

cd /etc/e-smith/templates-custom/etc/httpd/conf/httpd.conf/

pico 89otrs

copy and paste between dotted lines

==========================================================================

#OTRS

Alias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
Alias /otrs/public "/opt/otrs/bin/cgi-bin/"

PerlRequire /opt/otrs/scripts/apache2-perl-startup.pl

PerlModule Apache::Reload
PerlInitHandler Apache::Reload

MaxRequestsPerChild 400

<Location /otrs>
   ErrorDocument 403 /otrs/customer.pl
   ErrorDocument 403 /otrs/index.pl
   AllowOverride All
   SetHandler perl-script
   PerlResponseHandler ModPerl::Registry
   PerlOptions +ParseHeaders
   Options +ExecCGI +FollowSymlinks
</Location>
<Directory "/opt/otrs/bin/cgi-bin/">
           AllowOverride None
           Options +ExecCGI -Includes
           Order allow,deny
           Allow from all
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
         AllowOverride None
         Order allow,deny
         Allow from all
</Directory>

=========================================================================

Save by pressing Ctrl x, press y to save changes and press enter

expand-template /etc/httpd/conf/httpd.conf

/etc/rc.d/init.d/httpd-e-smith restart

cd /opt/otrs

sh SetPermissions.sh /opt/otrs www www