Topic: Help Desk Application (OTRS)

[raymondh]

Has anyone tried to install http://otrs.org on e-smith?  I would like to install this for my help desk to track trouble tickets, etc.  Are there any others like this one that has been successfully installed?

[Abe Loveless]

Shad Lords has done some work with Request Tracker: http://lordsfam.net/downloads/alpha/rt/ and http://www.bestpractical.com/rt/

I also have some notes on RT at http://www.tech-geeks.org/contrib/loveless/beta/rt/  I have it running, but Shad made a little more progress than I did as far as ease of configuration goes.

Also, you might look at PerlDesk http://www.perldesk.com/  It seems like I saw a howto for PerlDesk posted somewhere.  You might check the devinfo mailing list archives.

Hope that helps.

[Palo]

I am using this one with e-smith 5.5, http://helpdesk.oneorzero.com/

[Arkman]

I'm using PerlDesk and like it very much, it is relatively simple and is very easy to install on SME (I don't think it is free anymore though).

I also use Mantis http://mantisbt.sourceforge.net/ which is an excellent full featured issue/bug tracker. It is free (as in beer) and is also easy to srtup on SME.

[Cyrus Bharda]

Palo,

Got a howto for helpdesk?

Cyrus Bharda

[Palo]

No, but there is a forum:

http://helpdesk.oneorzero.com/forum/

--
Palo

[Bob Todd]

Arkman , you say Perldesk is easy to install on SME. You havent by any chance put a howto together have you? Or could give me a quick rundown of where you installed it on your server - Ibay / Primary / ... Did you need to download and install additional RPMS to support all the db functions?

[Arkman]

I answered in your other post. I don't have V1.7, but I'm assuming it is nearly the same as V1.5. There are some Perl module dependencies, but I think there are already installed on a 5.5/5.6 install. This is from the install readme:

PERLDESK REQUIREMENT 1.01
   
   - Perl / MySQL
   - The following Perl modules:

         DBI
            DBD::MySQL
         MIME::Tools


Do I have these modules?! A nice little script is
included with perldesk to do this check for you, simply
go to the scheck.pl file in your browser and it will
tell you.

[Greg Allt]

I have used very successfully phpTroubleTicket

It is easy to install and works fine.  I created the i_bay tticket


http://freshmeat.net/projects/phptroubleticket/?topic_id=846%2C129

[Walter Padgett]

Good Afternoon,

Palo:

I've looked at the forums on the OneZero helpdesk website to no avail. Like one guy stated, everyone just says "I don't have a database selected," reply "run the command in the INSTALL.TXT" then original person replies, "ok fixed it." That's a lot of help when your looking for an example or more information. I've edited the config.php file until I'm blue in the face with no luck on the database. I typed the command line from install.txt verbatim but my question is, in the config.php under db_name, do I put "helpdesk.*" or "helpdesk" which is the default anyways. I'm running myql and inputing(?) the command line from the /home/e-smith/files/primary/html/helpdesk/common directory.

On another note that might affect the above is that I'm putting admin@hostname.domain.name. I've tried it the other way as well, admin@domain.name both with no success.

A penny for your thoughts,

Wally

[Palo]

>I've looked at the forums on the OneZero helpdesk website to no avail. Like one guy stated, everyone >just says "I don't have a database selected," reply "run the command in the INSTALL.TXT" then original >person replies, "ok fixed it." That's a lot of help when your looking for an example or more information. >I've edited the config.php file until I'm blue in the face with no luck on the database.

My config.php looks like this:

-- snipp --
$database = "mysql"; // database type, mysql is only available at this moment
$db_host = "localhost"; // host where database is running
$db_user = ""; // database user
$db_pwd = ""; // database users password
$db_name = ""; // database name
-- snipp --

Then you must have Mysql installed and running. First I created database:

mysql> create database ;

Then I used this command to add user for a database:

mysql> grant all on .* to @localhost identified by '';

>I typed the command line from install.txt verbatim but my question is, in the config.php under >db_name, do I put "helpdesk.*" or "helpdesk" which is the default anyways.

helpdesk if that is your database name.

Next and final step is running setup. http://your.domain.tld/helpdesk/admin/install.php and answer questions correctly. Works well.

[Walter Padgett]

Good Afternoon,

Much obliged Palo!!! I'll try it when I get back to Dallas.

Later

Wally

[Guck Puppy]

I thought I would add this little tidbit of info I've gleaned about installation on SME.

So, whilst installation on SME server (e-smith) 5.6 is pretty much a snap, there is a problem unique to a particular way of installing the helpdesk on the SME server setup - definitely in 5.6, above or below i don't know.

The apache config for the server takes exclusive use of the path /common/ for internal "server manager" uses - and any site that you host that tries to use it's own /common/ path will instead be referencing this "global" /common/ path.

The practical upshot is that if you install the helpdesk in the root of either your primary or an ibay, then anytime Helpdesk tries to access /common/ you will be prompted for the admin username and password for the "server manager".

What's the solution?

• don't put the helpdesk in the root of primary or an i-bay.
• attempt to make a custom template that excludes the helpdesk ibay from the /common/ issue
• rename the /common/ folder in the helpdesk install dir, then change all references in the helpdesk code

My setup, and skills pretty much dictate option 3.

G

[cosy]

Hi All,

 I just install the OneZero as /opt and Create template for apache.

Create the database and user name helpdesk.
 
http://192.168.0.11/helpdesk/admin/install.php

And i can see the step 1 but i cannot continue no errors but looping to same spot.

pls help.