OTRS
OTRS - Open Ticket Request System
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-2.3.4.tar.gz
tar xvzf otrs-2.3.4.tar.gz
mv /usr/local/src/otrs-2.3.4/* /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
You need to activate the Dag reposity before installing this contrib.
see dag repository
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 perl-PDF-API2 \ --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 ... ok
Compress::Zlib ... ok
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
The errors generated from this script are because it assumes the presence of the 'nogroup' group so we have to substitute the 'nobody' group for the chown commands
chown -R www:nobody /opt/otrs chown www:nobody /opt/otrs chown -R www:nobody /opt/otrs/var/ chown -R www:nobody /opt/otrs/var/sessions/ touch && chown www:nobody /opt/otrs/var/log/TicketCounter.log
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
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