Linux Rocky: April 2012

What is OTRS ??

OTRS, an initialism for Open-source Ticket Request System, is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. It is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.

Features

Web access
Knowledge base
Centralized reporting
Easy integration
Automatic request monitoring
Self-service
Custom branding
Access Management
Easy and Flexible Integration
Time Accounting

More Info Here

Installation of OTRS

Prerequisites

# OTRS requires HTTPD( Apache ),MYSQL Database or POSTGRESQL Database,PERL & PERL MODULES listed below.

# Install Apache

$ yum install httpd

# Install Mysql Database

$ yum groupinfo 'Mysql Database'

# This Command provides details about Mysql Database & its dependencies to be install for otrs.

# Now install Mysql Database & its dependencies

$ yum groupinstall 'Mysql Database'

# After installing mysql database start mysql service

$ /etc/init.d/mysqld start

# start Mysql secure installation script & set the parameters as shown below

$ /usr/bin/mysql_secure_installation

    [local-host]# /usr/bin/mysql_secure_installation

   NOTE: RUNNING ALL PARTS OF THIS SCRIPT IS RECOMMENDED FOR ALL MySQL

   SERVERS IN PRODUCTION USE! PLEASE READ EACH STEP CAREFULLY!

   In order to log into MySQL to secure it, we'll need the current

   password for the root user. If you've just installed MySQL, and

   you haven't set the root password yet, the password will be blank,

   so you should just press enter here.

   Enter current password for root (enter for none):

   OK, successfully used password, moving on...

   Setting the root password ensures that nobody can log into the MySQL

   root user without the proper authorisation.

   You already have a root password set, so you can safely answer 'n'.

   Change the root password? [Y/n] Y

   New password:

   Re-enter new password:

   Password updated successfully!

   Reloading privilege tables..

   ... Success!

   By default, a MySQL installation has an anonymous user, allowing anyone

   to log into MySQL without having to have a user account created for

   them. This is intended only for testing, and to make the installation

   go a bit smoother. You should remove them before moving into a

   production environment.

   Remove anonymous users? [Y/n] Y

   ... Success!

   Normally, root should only be allowed to connect from 'localhost'. This

   ensures that someone cannot guess at the root password from the network.

   Disallow root login remotely? [Y/n] Y

   ... Success!

   By default, MySQL comes with a database named 'test' that anyone can

   access. This is also intended only for testing, and should be removed

   before moving into a production environment.

   Remove test database and access to it? [Y/n] Y

   - Dropping test database...

   ... Success!

   - Removing privileges on test database...

   ... Success!

   Reloading the privilege tables will ensure that all changes made so far

   will take effect immediately.

   Reload privilege tables now? [Y/n] Y

   ... Success!

   Cleaning up...

   All done! If you've completed all of the above steps, your MySQL

   installation should now be secure.

   Thanks for using MySQL!

# Download required version of OTRS.

$ wget http://ftp.otrs.org/pub/otrs/otrs-3.0.7.tar.gz

# Extract tar package

$ tar -zxvf otrs-3.0.7.tar.gz

# Change Directory to OTRS directory

$ cd otrs-3.0.7/

# Make directory with name otrs

$ mkdir /opt/otrs

# copy everything from “ otrs-3.0.7 ”directory to /opt/otrs/

$ cp -avr otrs-3.0.7/ /opt/otrs/

# Add user otrs

$ useradd -d /opt/otrs/ -c ’OTRS user’ otrs

# Add otrs user to apache-group

$ usermod -G apache otrs

# Change to otrs directory ( /opt/otrs/ )

$ cd /opt/otrs/

# Copy Configuration file for otrs as shown in image

$ cp Kernel/Config.pm.dist Kernel/Config.pm

# Change directory to config folder ( /Kernel/Config/ )

$ cd Kernel/Config/

# Now create files from given sample files using following command

$ for foo in *.dist; do cp $foo `basename $foo .dist`; done

# Install perl modules

$ perl -MCPAN -e shell

# As shown in image install following perl modules

$ install Bundle::CPAN

$ install Digest::MD5

$ install Net::DNS

$ install MIME::Base64

$ install Net::LDAP

$ install GD

$ install GD::Text

$ install GD::Graph

$ install GD::Graph::lines

$ install GD::Text::Align

$ install CGI

$ install Crypt::PasswdMD5

$ install CSS::Minifier

$ install Date::Format

$ install Date::Pcalc

$ install DBI

$ install DBD::mysql

$ install Encode::HanExtra

$ install IO::Scalar

$ install SOAP::Lite

$ install Text::CSV

$ install Text::CSV_PP

$ install Text::CSV_XS

$ install XML::Parser

$ install LWP::UserAgent

$ install Mail::Internet

$ install Mail::POP3Client

# Create otrs apache configuration file & copy paste the following lines in otrs.conf as shown in image

$ vi /etc/httpd/conf.d/otrs.conf

# add following lines to apache configuration file….!

# Basic apache configuration file for OTRS
   ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
   Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
   # Directory settings
   <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>

# Restart Apache Service.

$ /etc/init.d/httpd restart

# Now check all required perl modules are installed, if any perl module is missing then install as explained in step number 20

$ /opt/otrs/bin/otrs.CheckModules.pl

# After installing all perl modules we have to apply the permissions to otrs folder to do this use following command

$ /opt/otrs/bin/SetPermissions.pl /opt/otrs --otrs-user=otrs --otrs-group=apache --web-user=apache --web-group=apache

NOTE: If proper permissions are not set then you are going to face issues during installation of otrs

# Now restart apache & mysql service

$ /etc/init.d/httpd restart

$ /etc/init.d/mysqld restart

Note: Before Continue Next step Make sure that Required Perl modules are installed correctly

# start otrs web installer

# Open any internet browser & open following link