OTRS ( Open-source Ticket Request System )

Posted: December 5, 2014 in Open source

OTRS, short for Open-source Ticket Request System, is an open-source (site) and free issue tracking system software package which a company, organization, or institution can use to assign tickets to incoming queries, thereby greatly facilitating the handling of support requests and other customer traffic. It is Perl based (not PHP), has no limitations and can be greatly extended, such as:
– SIRIOS, an incident and advisory system for CERT’s (Computer Emergency Response Teams),
– ITSM, an ITIL compliant IT Service Management Solution.

 

New Installation for UBUNTU:

We need to install it in a subdomain

1. mkdir -p /var/www/html/zglos.yawal.com
2. Download otrs
wget http://ftp.otrs.org/pub/otrs/otrs-3.3.10.tar.gz
3. tar xf otrs-3.3.10.tar.gz
4. mv otrs-3.0 otrs
5. useradd -r -d /var/www/html/zglos.yawal.com/otrs -c ‘OTRS user’ otrs
6. usermod -G nogroup otrs
7. cd otrs/Kernel/
8. cp Config.pm.dist Config.pm
9. cd Config
10. cp GenericAgent.pm.dist GenericAgent.pm
11. cd /var/www/html/zglos.yawal.com/otrs/bin
12. ./otrs.SetPermissions.pl –otrs-user=otrs –web-user=www-data –otrs-group=nogroup –web-group=www-data /var/www/html/zglos.yawal.com/otrs
13. Reload the apache and mysql
14. Installation of Perl modules

OTRS needs some additional Perl modules. If you install OTRS from source, you will have to install these modules manually. This can be done either with the package manager of your Linux distribution (yast, apt-get) or, as described in this section, through the Perl shell and CPAN. If you’re using ActiveState Perl, for instance on Windows, you could use PPM, the built-in Perl Package Manager. We recommend using your package manager if possible.
you can check to see which Perl modules have failed by running the following:
cd /otrs/bin
sudo ./otrs.CheckModules.pl
The following command should fix the failed Perl modules.
sudo aptitude install liblwp-useragent-determined-perl libapache2-reload-perl libnet-smtp-ssl-perl libnet-smtp-tls-butmaintained-perl
You can/should verify that, at the very least, all required modules are listed as “ok”
There are a number of optional moduels that should prove to be useful (i.e. PDF functionality, LDAP connectivity, etc.) The following command will install Perl modules that will enable many useful features in OTRS.
sudo aptitude install libgd-gd2-perl libgd-graph-perl libgd-text-perl libjson-xs-perl libnet-dns-perl libyaml-libyaml-perl libpdf-api2-simple-perl libtext-csv-xs-perl libxml-parser-perl libmail-imapclient-perl libnet-ldap-perl
*Please note that this does not install ALL optional modules.

Crypt::Eksblowfish::Bcrypt…….Not installed! (optional – For strong password hashing.)
o Crypt::SSLeay………………..Not installed! (optional – Required for Generic Interface SOAP SSL connections.)
o Date::Format…………………ok (v2.24)
o DBI…………………………ok (v1.630)
o DBD::mysql…………………..ok (v4.025)
o DBD::ODBC……………………Not installed! (optional – Required to connect to a MS-SQL database.)
o DBD::Oracle………………….Not installed! (optional – Required to connect to a Oracle database.)
o DBD::Pg……………………..Not installed! (optional – Required to connect to a PostgreSQL database.)
o Encode::HanExtra……………..Not installed! (optional – Required to handle mails with several Chinese character sets.)
o GD………………………….ok (v2.46)
o GD::Text…………………..ok (v0.86)
o GD::Graph………………….ok (v1.44)
o IO::Socket::SSL………………ok (v1.965)
o JSON::XS…………………….ok (v2.34)
o List::Util::XS……………….ok (v1.27)
o LWP::UserAgent……………….ok (v6.05)
o Mail::IMAPClient……………..ok (v3.35)
o IO::Socket::SSL…………….ok (v1.965)
o ModPerl::Util………………..ok (v2.000008)
o Net::DNS…………………….ok (v0.68)
o Net::LDAP……………………ok (v0.58)
o PDF::API2……………………ok (v2.020)
o Compress::Zlib……………..ok (v2.060)
o Text::CSV_XS…………………ok (v1.02)
o Time::HiRes………………….ok (v1.9725)
o Time::Piece………………….ok (v1.20_01)
o XML::Parser………………….ok (v2.41)
o YAML::XS…………………….ok (v0.41

 

15. Execute also the two commands perl -cw bin/cgi-bin/index.pl and perl -cw bin/otrs.PostMaster.pl after changing into the directory /opt/otrs. If the output of both commands is “syntax OK”, your Perl is properly set up
root@web1:/var/www/html/zglos.yawal.com/otrs/bin# cd ..
root@web1:/var/www/html/zglos.yawal.com/otrs# perl -cw bin/cgi-bin/index.pl
bin/cgi-bin/index.pl syntax OK
root@web1:/var/www/html/zglos.yawal.comotrs/otrs# perl -cw bin/otrs.PostMaster.pl
bin/otrs.PostMaster.pl syntax OK
root@web1:/var/www/html/zglos.yawal.com/otrs#

16.root@web1:~# cp -va /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/sites-available/otrs.conf
‘/opt/otrs/scripts/apache2-httpd.include.conf’ -> ‘/etc/apache2/sites-available/otrs.conf’

17.root@web1:/var/www/html/zglos.yawal.com/otrs/bin# ./otrs.SetPermissions.pl –otrs-user=otrs –web-user=www-data –otrs-group=www-data –web-group=www-data /var/www/html/zglos.yawal.com/otrs
bin/otrs.SetPermissions.pl – set OTRS file permissions
Copyright (C) 2001-2014 OTRS AG, http://otrs.com/
Setting permissions on /var/www/html/zglos.yawal.com/otrs
Setting permissions on /var/www/html/zglos.yawal.com/otrs/var
Setting permissions on /var/www/html/zglos.yawal.com/otrs/bin/*
Setting permissions on /var/www/html/zglos.yawal.com/otrs/scripts/
Setting permissions on /var/www/html/zglos.yawal.com/otrs/Kernel/Config.pm
18. Configuring the database:
============================
If you use MySQL as the database back-end, you can use the OTRS web installer: http://zglos.yawal.com/installer.pl
When the web installer starts, please follow the next steps to setup your system:
1. Check out the information about the OTRS offices and click on next to continue
2. Read the GNU Affero General Public License and accept it, by clicking the corresponding button at the bottom of the page.
3. Provide the username and password of the administrator, the DNS name of the computer which hosts OTRS and the type of database system to be used.
4. You will be notified if the check was successful. Press OK to continue
5. Create a new database user, choose a name for the database and click on ‘Next’
6. If the database and its user were successfully created, you will get a setup notification. Click ‘Next’ to go to the next screen.
7. Provide all the required system settings and click on ‘Next’
8. If you want, you can provide the needed data to configure your inbound and outbound mail, or skip this step by pressing the right button at the bottom of the screen
9. Restart the OTRS service now to use the new configuration settings
10. Congratulations! Now the installation of OTRS is finished and you should be able to work with the system
11. To log into the web interface of OTRS, use the address http://zglos.yawal.com/otrs/index.pl from your web browser. Log in as OTRS administrator, using the username ‘root@something’ and the password ‘secret’. After that you can configure the system for your needs.

Bingo! OTRS is Ready 🙂

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