Osticket

Description

osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email and web-based forms into a simple easy to use multi-user web interface. Easily manage, organize and archive all your support requests and responses in one place.

Getting Started

At this point download the latest osTicket. Uncompress the files and upload files and directories in upload directory to a directory of your choice on your server. For example /opt/osticket

mkdir -p /temp/downloads

cd /temp/downloads

wget http://www.osticket.com/download/osticket_1.6.rc4.tar.gz

tar xvzf osticket_1.6.rc4.tar.gz

mv /temp/downloads/osticket_1.6.rc4 /opt/osticket

chown -R www.www /opt/osticket

chmod 750 /opt/osticket

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

mkdir -p /opt/osticket/upload/attachments

chmod 777 /opt/osticket/upload/attachments

osTicket installer needs to be able to write and modify ostconfig.php found in the upload's root directory. Change the permission settings for the ostconfig.php file so that it is writable by the webserver.

chmod 777 /opt/osticket/upload/ostconfig.php

Create a Template Fragement

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

pico 99osticket

# osticket

Alias /support /opt/osticket/upload
<Directory /opt/osticket/upload>
     Options -Indexes
     AllowOverride None
     order deny,allow
     deny from all
     allow from all
     AuthName "osticket"
     AuthType Basic
     AuthExternal pwauth
     Satisfy all
     AddType application/x-httpd-php .php .php3
     php_admin_value open_basedir /opt/osticket/upload/:/tmp
     php_flag  magic_quotes_gpc  on
     php_flag  track_vars        on
</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

Create Database

mysql -e "create database osticket"

mysql -e "grant all privileges on osticket.* to osticketuser@localhost identified by 'osticketpassword'"

mysql -e "flush privileges"

Using web installation script

Once all of the above steps are complete, you can complete the installation and basic setup in a web browser. You can invoke the installer by simply browsing the osTicket URL http://www.yourdomain.com/support/setup/

http://www.yourdomain.com/support/setup/ 

Finishing Up

If the setup script has finished running with no errors, then congratulations osTicket is installed. Your next step should be to fully configure your new support ticket system for use, but before you get to it please take a second to cleanup.

Change permission of ostconfig.php to 644

Delete install directory.

cd /opt/osticket/upload

chmod 644 ostconfig.php

rm -rf /opt/osticket/upload/setup

We are done! You can now log in with the username and password you created during the install process. After a successful log in, you can proceed with the next step, Post-Install Setup.