Installation and configuration of OTRS



The name of OTRS comes from the acronym Open-sourceticket Request System , an open source defect tracking management system software. OTRS classifies incoming service requests such as telephone, mail, etc. into different queues, service levels, and service personnel to track and respond to customers through the OTRS system, which, in contrast to traditional processing processes, provides a coordinated environment for a department or team to process, query and track in a more efficient manner.

1. Installing and configuring Mysql

1 ) Installation Mysql Database

# yum-y Installmysql-server

2 ) to add MYSQL Boot up

Chkconfig mysqld on

3) Set Password

#mysql_secure_installation

4 ) to set up a remote connection

# mysql-uroot-p

Mysql> Grant Allon * to ' user ' @ ' percent ' identified by ' [email protected] '

Mysql> flushprivileges;

5) Set Apache Connection MySQL

# setseboolhttpd_can-network_connect=1

6) Set MySQL size of the allowed package , Add to [Mysqld] under

# VIM/ETC/MY.CNF

max_allowed_packet=1048576000

innodb_log_file_size=1024m // Log Size

Restart MySQL

# service Mysqldrestart

2. installation configuration Apache

1 ) Installation Apache

# yum Install httpd

2) add to boot

# Chkconfig httpd on

3) installation Gcc,make

# yum Install Gccmake

4 ) configuration iptables

#/sbin/iptables-iinput-p TCP--dport 80-j ACCEPT

#/sbin/iptables-iinput-p TCP--dport 3306-j ACCEPT

#/etc/rc.d/init.d/iptables Save

5 ) Close SElinux

# Vim/etc/selinux/config

6 ) Restart Apache

3. Installing OTRS

3.1 Download the installation package

# cd/opt

# wget ftp://ftp.otrs.org/pub/otrs/otrs-4.0.7.tar.gz

Unpacking the installation package

# TAR-ZXVF otrs-4.0.7.tar.gz

Modify file name

# mvotrs-4.0.7.tar.gz OTRS

3.2 Check the required module off installation

1 ) Installation Perl

# Yum Install Perl

2 ) Installation Cpan

# yum Install Cpan

3 ) Check the required modules

# Cd/opt/otrs/bin

# Perl/opt/otrs/bin/otrs. checkmodules.pl

4 ) Install the required modules according to the inspection results

# yum Install "Perl (Archive:tar)"

# yum Install "Perl (archive::zip)"

# yum Install "Perl (Date::format)"

.

.

.

.

.

You cannot install the using the following methods:

# CPAN

Cpan[1]> installmail::imapclient pdf::api2 (Crypt::eksblowfish::bcrypt Encode::hanextra

Text::csv_x Yaml::xs

Cpan[1]> exit

3.3 Create OTRS User

# useradd-d/opt/otrs/-C ' OTRS user ' OTRS

3.4 activating the configuration file

# Cd/opt/otrs

# cpkernel/config.pm.dist KERNEL/CONFIG.PM

# cpkernel/config/genericagent.pm.dist KERNEL/CONFIG/GENERICAGENT.PM

3.5 Check for important files

[[Email protected] ~] #perl-cw/opt/otrs/bin/cgi-bin/index.pl

[Email protected] ~]# perl-cw/opt/otrs/bin/cgi-bin/customer.pl

[Email protected] ~]# perl-cw/opt/otrs/bin/otrs. postmaster.pl

3.6 Configuration Apache

# vim/etc/httpd/conf/httpd.conf

in the includeconf.d/*.conf This line is added below:

Include/opt/otrs/scripts/apache2-httpd.include.conf

will be User Apache will be Apache modified into OTRS

Restart Apache

# service Httpdrestart

3.7 File Authorization

# Cd/opt/otrs

#bin/otrs. setpermissions.pl--web-grop=apache

Configuration Complete Reboot Server

# Shutdown-r now or reboot

3.8OTRS Initialize Configuration

1 ) in the browser, enter the following URL

Http://IP Address /otrs/index.pl

2) Follow the prompts to configure

Slightly

3) Modify login user password

#　cd/opt/otrs/bin

# ./otrs. setpassword.pl [email protected] xxxxxxx

4 ) login Page

4. Installing the module

1 ) Installation ITSM Module

Download the installation package

# Cd/opt/otrs/bin

# wget FTP://FTP.OTRS.ORG/PUB/OTRS/ITSM/BUNDLE4/ITSM-4.0.7.OPM

#/opt/otrs/bin/otrs. Packagemanager.pl-a install-p/OPT/OTRS/BIN/ITSM-4.0.7.OPM

#./otrs. rebuildconfig.pl

#./otrs. deletecache.pl

#./otrs. cleanup.pl

#./otrs. setpermissions.pl--web-group=apache

2 ) Installation FAQ Module

# Cd/opt/otrs/bin

# wget FTP://FTP.OTRS.ORG/PUB/OTRS/PACKAGES/FAQ-4.0.1.OPM

#/opt/otrs/bin/otrs. Packagemanager.pl-a install-p/OPT/OTRS/BIN/FAQ-4.0.1.OPM

#./otrs. rebuildconfig.pl

#./otrs. deletecache.pl

#./otrs. cleanup.pl

#./otrs. setpermissions.pl--web-group=apache

3 ) Installation timeaccounting Module

# Cd/opt/otrs/bin

# wget FTP://FTP.OTRS.ORG/PUB/OTRS/PACKAGES/TIMEACCOUNTING-4.0.1.OPM

#/opt/otrs/bin/otrs. Packagemanager.pl-a INSTALL-P/OPT/OTRS/BIN/TIMEACCOUNTING-4.0.1.OPM

#./otrs. rebuildconfig.pl

#./otrs. deletecache.pl

#./otrs. cleanup.pl

#./otrs. setpermissions.pl--web-group=apache

Configuration complete

Restart Apache

# service Httpdrestart

Installation and configuration of OTRS