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→Setup Dag Repositories
== OTRS - Open Ticket Request System ==
== OTRS - Open Ticket Request System ==
http://otrs.org/
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!
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
cd /usr/local/src
wget http://ftp.otrs.org/pub/otrs/otrs-2.2.2.tar.gz
wget http://ftp.otrs.org/pub/otrs/otrs-2.3.4.tar.gz
tar xvzf otrs-2.2.2.tar.gz
tar xvzf otrs-2.3.4.tar.gz
mv /usr/local/src/otrs-2.2.2/ /opt/otrs/
mv /usr/local/src/otrs-2.3.4/* /opt/otrs/
chown -R www.www /opt/otrs
chown -R www.www /opt/otrs
line 48: $Self->{'DatabasePw'} = 'some-pass';
line 48: $Self->{'DatabasePw'} = 'some-pass';
pico Config.pm
pico Config.pm
# DatabaseHost
# DatabaseHost
# for crypted passwords.)
# for crypted passwords.)
'''$Self->{DatabasePw} = 'some-pass';'''
'''$Self->{DatabasePw} = 'some-pass';'''
Save by pressing Ctrl x, press y to save changes and press enter
== Setup Dag Repositories ==
== Setup Dag Repositories ==
You need to activate the [[Dag]] reposity before installing this contrib.<br />
see [[dag|dag repository]] <br />
== Installation of needed perl modules ==
== Installation of needed perl modules ==
yum --enablerepo=base --enablerepo=updates --enablerepo=addons --enablerepo=dag install mod_perl gd ImageMagick ImageMagick-perl gcc netpbm
yum install mod_perl gd ImageMagick ImageMagick-perl gcc netpbm \
--enablerepo=base \
--enablerepo=updates \
--enablerepo=addons \
--enablerepo=dag
Activate mod perl
Activate mod perl
signal-event post-upgrade
signal-event post-upgrade
signal-event reboot
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
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.
After you have installed all modules you can use the script otrss.checkModules to check if OTRS has all needed perl modules.
GD::Text::Align ... ok
GD::Text::Align ... ok
XML::Parser ... ok
XML::Parser ... ok
PDF::API2 ... ok
Compress::Zlib ... 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
Execute also the three commands perl -cw bin/cgi-bin/index.pl and perl -cw bin/PostMaster.pl after changing into the directory
cd /etc/e-smith/templates-custom/etc/httpd/conf/httpd.conf/
cd /etc/e-smith/templates-custom/etc/httpd/conf/httpd.conf/
pico 89otrs
pico 98otrs
copy and paste between dotted lines
copy and paste between dotted lines
==========================================================================
#==========================================================================
#OTRS
#OTRS
Alias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
PerlRequire /opt/otrs/scripts/apache2-perl-startup.pl
PerlRequire /opt/otrs/scripts/apache2-perl-startup.pl
</Directory>
</Directory>
=========================================================================
#=========================================================================
Save by pressing '''Ctrl x''', '''press y''' to save changes and '''press enter'''
Save by pressing '''Ctrl x''', '''press y''' to save changes and '''press enter'''
/etc/rc.d/init.d/httpd-e-smith restart
/etc/rc.d/init.d/httpd-e-smith restart
cd /opt/otrs
cd /opt/otrs/bin
sh SetPermissions.sh /opt/otrs www www
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 ==
== 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.
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.
[[Image:Welcome_to_otrs.jpg|center]]
[[Image:Welcome_to_otrs.jpg|center]]
== Setting up the cron jobs for OTRS ==
== Setting up the cron jobs for OTRS ==
All scripts with the cron jobs are located in var/cron in the home directory 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 [http://mirror.contribs.org/smeserver/contribs/michaelw/sme7/OTRS/ 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
[[Category:Howto]]
[[Category:Howto]]