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