OTRS

OTRS - Open Ticket Request System

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

Database Configuration

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

Activate mod perl

config setprop modPerl status enabled

signal-event post-upgrade
signal-event reboot

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

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

If you want to have PDF files generation, install PDF::API2 via cpan.

cpan
install PDF::API2
reload cpan
quit

Remove gcc for security reasons

yum remove gcc cpp

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 98otrs

copy and paste between dotted lines

#==========================================================================

#OTRS

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

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/bin

sh SetPermissions.sh /opt/otrs www www

Configuring the database using the web installer

Go to URL http://localhost_or_ip/otrs/installer.pl to access the start page of the web installer. Just follow the few steps through the installation process you will need to configure the OTRS database via a web front-end If you are using MySQL for database back-end.

cd /root 

open or edit .my.cnf and copy and paste your mysql password into the Admin Password field as shown below

example
[client]
password=eox24kly-example-of-wat-the-mysql-psw-looks-like-aB8Zva6NezKT58bcLM7QsdOAJcmPj

you will also need to add the database name, database user name & password created as well as the from the database configuration that was done in the steps above Database Configuration

if all went well, press next

Add your details & press next

Remember the user name and password and click on the start page link

Login details

user: root@localhost

password: root

Setting up the cron jobs for OTRS

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Setting up the cron jobs for OTRS

OTRS needs some cron jobs to work properly. The cron jobs should be run with the same user rights that were specified for the OTRS modules. That means that the cron jobs must be inserted into the crontab file of the OTRS user.

All scripts with the cron jobs are located in var/cron in the home directory of the OTRS user.

Additional information

IMAP auth plugin

There is an OTRS plugin for authentication against an IMAP server available here. This plugin is useful when you set up ORTS for your internal users. Users authenticate against their SME IMAP accounts. You don't need to create OTRS accounts for each of your users manually.

Installation:

/usr/bin/yum --enablerepo=dag install perl-Net-IMAP-Simple
tar -C / -xf imap_auth.tar 

add this to /opt/otrs/Kernel/Config.pm

$Self->{'AuthModule'} = 'Kernel::System::Auth::IMAP';
$Self->{'AuthModule::IMAP::Server'} = 'aaa.bbb.ccc.ddd';
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::IMAP';
$Self->{'Customer::AuthModule::IMAP::Server'} = 'aaa.bbb.ccc.ddd';

where aaa.bbb.ccc.ddd is the IP address of the IMAP Server.

Note: The plugin is tested on OTRS 2.1.2