OTRS Installation

OTRS v3.1.11
OS – Debian 6 (Sequeeze)
we need apache2 , mysql, Example.com using Google Apps

#apt-get install apache2
#apt-get install mysql-server mysql-client

#apt-get install apache2-doc libapache2-mod-perl2 libapache2-mod-perl2-dev libapache2-mod-perl2-doc libmailtools-perl libhtml-format-perl libio-socket-ssl-perl

#download using wget — /opt/otrs-X.X.X.X
#rename to /opt/otrs

To check the otrs modules try
#perl /opt/otrs/bin/otrs.CheckModules.pl

If a REQUIRED perl module is not installed then google it and find its linux package to install it –
Eg. Net::DNS…………………….Not installed! (Required – use “perl -MCPAN -e shell;” – )

Linux package is : libnet-dns-perl
#apt-get install libnet-dns-perl

[[[[[[[[ Using CPAN to intsall Perl Modules.]]]]]]]]]]]]]]
Enter into CPAN mode by
#perl -MCPAN -e shell;
cpan>install Net::DNS

Else how to find the corresponding Perl Module without google ———–
For Debian, Ubuntu or compatible systems
first determine the name of the package the module is shipped in.
Usually the package for My::Module would be called “libmy-module-perl”.

shell> apt-get search Digest::MD5

Then install:

shell> apt-get install libdigest-md5-perl

Creating a OTRS User —-
#useradd -d /opt/otrs/ -c ‘OTRS user’ otrs

Change secondary group as that of the webserver
usermod -G www-data otrs
(SUSE=www, Red Hat/CentOS/Fedora=apache, Debian/Ubuntu=www-data)

Activate Default Config Files:
There are two OTRS config files bundled in $OTRS_HOME/Kernel/*.dist
and $OTRS_HOME/Kernel/Config/*.dist. You must activate them by copying
them without the “.dist” filename extension.

shell> cd /opt/otrs/
shell> cp Kernel/Config.pm.dist Kernel/Config.pm
shell> cp Kernel/Config/GenericAgent.pm.dist Kernel/Config/GenericAgent.pm
Check if all needed modules are installed:
shell> perl -cw /opt/otrs/bin/cgi-bin/index.pl
/opt/otrs/bin/cgi-bin/index.pl syntax OK

shell> perl -cw /opt/otrs/bin/cgi-bin/customer.pl
/opt/otrs/bin/cgi-bin/customer.pl syntax OK

shell> perl -cw /opt/otrs/bin/otrs.PostMaster.pl
/opt/otrs/bin/otrs.PostMaster.pl syntax OK

“syntax OK” tells you all mandatory perl modules are installed.

Configuring Apache webserver now!!!!

#cp /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/sites-available/
#mv /etc/apache2/sites-available/apache2-httpd.include.conf /etc/apache2/sites-available/otrs.conf

#a2ensite otrs.conf

#/etc/init.d/apache2 reload

File Permissions:

File permissions need to be adjusted to allow OTRS to read and write files:

#/opt/otrs>>#bin/otrs.SetPermissions.pl –otrs-user=otrs –web-user=www-data –otrs-group=www-data –web-group=www-data /opt/otrs/

The enter the following link and configure the Mysql Database, Mail settings

Entries made ::::
System ID : 10
System FQDN : internal-3.example.com
Admin Email : unni.sathyarajan@example.com
Organization : Example
LogFile : /tmp/otrs.log

Mail Configuration Outbound
Outbound Mail Type : SMTP
Outbound Mail Port : 25
SMTP host : localhost

Inbound Mail Configuration
Inbound Mail type : POP3S
Username : shankar.subramaniam@example.com
Password : shankar1234
Host : pop.gmail.com
Trusted : NO
Valid : valid

We can access the customer front by –
http://<IP Address>/otrs/customer.pl
First email:
To check email reception, you can pipe an email directly into /opt/otrs/bin/otrs.Postmaster.pl:

shell> cat /opt/otrs/doc/sample_mails/test-email-1.box | /opt/otrs/bin/otrs.PostMaster.pl
Cronjobs for the OTRS user:
There are several OTRS default cronjobs in $OTRS_HOME/var/cron/*.dist.
They can be activated by copying them without the “.dist” filename extension.

shell> cd /opt/otrs/var/cron
shell> for foo in *.dist; do cp $foo `basename $foo .dist`; done

To schedule these cronjobs on your system, you can use the script Cron.sh.
Make sure to execute it as the OTRS system user!

Scheduling the cronjobs for the first time:

shell> /opt/otrs/bin/Cron.sh start

Updating the cronjob schedules if you made changes:

shell> /opt/otrs/bin/Cron.sh restart

Stopping the cronjobs (useful for maintenance):

shell> /opt/otrs/bin/Cron.sh stop



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