Topic: looking for OTRS howto

[fixit]

I'm trying to find instructions on how to install OTRS

Open Ticket Request System

http://otrs.org/

Has anyone attempted to install this or have any notes on the installation process, I would appreciate some guidelines on how to install this on sme 7

Thanks, Russell

[fixit]

I have put together a rough install howto for OTRS, I had a try with this app and it is not what I'm after. I prefer osticket instead

Maybe these install notes might help someone out there

Open Ticket Request System Installation Notes

Downloads Open Ticket Request System from http://otrs.org/download/

or

wget ftp://ftp.otrs.org/pub/otrs/otrs-2.1.2.tar.gz

then unpack otrs-2.1.2.tar.gz

tar xvzf otrs-2.1.2.tar.gz

Now move otrs-2.1.2 to the /opt dir and rename otrs-2.1.2 to /otrs

these are commands I used to move and rename otrs to the opt directory, only use this command if downloaded otrs in a download dir


mv /downloads/otrs-2.1.2 /opt/otrs

chown -R www.www /opt/otrs

chmod 755 /opt/otrs

cd /opt/otrs/Kernel

rename Config.pm.dist to Config.pm

===========================

Perl Modules Required

you should be able to get most of these from http://dag.wieers.com/packages/

or download rpmforge-release-0.3.4-1.el4.rf.i386.rpm

wget http://dag.wieers.com/packages/rpmforge-release/rpmforge-release-0.3.4-1.el4.rf.i386.rpm

and install rpm -Uvh rpmforge-release-0.3.4-1.el4.rf.i386.rpm


Download the required modules for OTRS using yum

===============================================

yum --enablerepo=base --enablerepo=updates --enablerepo=addons install mod_perl gd ImageMagick ImageMagick-perl gcc netpbm

and

yum install perl-GD.i386 perl-GD-Graph.i386 perl-GD-Graph3d.noarch perl-GD-Text-Util.i386 perl-Date-Pcalc.noarch perl-Email-Valid.noarch

==============================================


Check if all needed modules are installed:

run these commands to check install, if you get "syntax OK" great, if not, then find whats missing

cd /opt/otrs/bin

==============================================

perl -cw /opt/otrs/bin/cgi-bin/index.pl

perl -cw /opt/otrs/bin/PostMaster.pl

sh SetPermissions.sh /opt/otrs www www

cd /opt/otrs/bin/cgi-bin

perl -cw installer.pl

perl -cw /opt/otrs/bin/PostMaster.pl

chown -R www.www /opt/otrs

===============================================

Create a template fragment for otrs

mkdir -p /etc/e-smith/templates-custom/etc/httpd/conf/httpd.conf/

create a file called 89otrs, then copy and past in between the dotted lines

89otrs

===============================================

#OTRS

Alias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
Alias /otrs/public "/opt/otrs/bin/cgi-bin/"

PerlRequire /opt/otrs/scripts/apache2-perl-startup.pl

PerlModule Apache::Reload
PerlInitHandler Apache::Reload

MaxRequestsPerChild 400

<Location /otrs>
  ErrorDocument 403 /otrs/customer.pl
   ErrorDocument 403 /otrs/index.pl
   AllowOverride All
   SetHandler perl-script
   PerlResponseHandler ModPerl::Registry
   PerlOptions +ParseHeaders
   Options +ExecCGI +FollowSymlinks
</Location>
<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>

===============================================

Expand httpd.conf

==============================================

expand-template /etc/httpd/conf/httpd.conf

/etc/rc.d/init.d/httpd-admin restart

/etc/rc.d/init.d/httpd-e-smith  restart
==============================================



step 2 create database, first get root password for mysql

cd /root and open or edit .my.cnf

#------------------------------------------------------------
# DO NOT MODIFY THIS FILE! It is updated automatically by the
# e-smith server and gateway software. Instead, modify the source
# template in the /etc/e-smith/templates directory. For more
# information, see http://www.e-smith.org.
#
# copyright (C) 1999-2001 e-smith, inc.
#------------------------------------------------------------

[client]
password=eox24kly-example-of-wat-the-mysql-psw-looks-like-aB8Zva6NezKT58bcLM7QsdOAJcmPj

#------------------------------------------------------------
# TEMPLATE END
#------------------------------------------------------------

copy and paste your password for the root password for step 2

eox24kly-example-of-wat-the-mysql-psw-looks-like-aB8Zva6NezKT58bcLM7QsdOAJcmPj


Start the installer, go to web browser

http://yourdoamin.com or Ip/otrs/installer.pl

and then just follow the instructions to finish the installation

[danbit]

I follow the post http://forums.contribs.org/index.php?topic=34278.0
and try to install OTRS
the installation goes fine but when i try to start the apache server i got an error

Starting httpd: Syntax error on line 624 of /etc/httpd/conf/httpd.conf:
Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration

[fixit]

Try these commands, it's possible that mod perl is not installed, follow these commands to install mod perl

=====================================

yum --enablerepo=base --enablerepo=updates --enablerepo=addons install mod_perl

config setprop modPerl status enabled

signal-event post-upgrade

======================================



I end up using Cerberus Helpdesk it was much easier to install & maintain

[klim94]

Hi,

I had same error on httpd.conf but I can't install modperl

----------
[root@serveur httpd]# yum --enablerepo=base --enablerepo=updates --enablerepo=addons install mod_perl
Loading "fastestmirror" plugin
Loading "smeserver" plugin
Setting up Install Process
Setting up repositories
smeaddons                 100% |=========================|  951 B    00:00
updates                   100% |=========================|  951 B    00:00
base                      100% |=========================| 1.1 kB    00:00
addons                    100% |=========================|  951 B    00:00
smeos                     100% |=========================|  951 B    00:00
smeupdates                100% |=========================|  951 B    00:00
Loading mirror speeds from cached hostfile
Reading repository metadata in from local files
Parsing package install arguments
Nothing to do
---------

I had same error for all of :
yum install perl-GD.i386 perl-GD-Graph.i386 perl-GD-Graph3d.noarch perl-GD-Text-Util.i386 perl-Date-Pcalc.noarch perl-Email-Valid.noarch

--------

Do you have any idea ?

Regards

[fixit]

Try these commands

/sbin/e-smith/db yum_repositories set dag repository \
Name 'Dag - EL4' \
BaseURL 'http://apt.sw.be/redhat/el4/en/$basearch/dag' \
EnableGroups no \
GPGCheck yes \
GPGKey http://dag.wieers.com/packages/RPM-GPG-KEY.dag.txt \
Visible no \
Exclude freetype,htop,iptraf,rsync,syslinux \
status disabled


expand-template /etc/yum.conf

Then try

yum --enablerepo=base --enablerepo=updates --enablerepo=addons --enablerepo=dag perl-GD.i386 perl-GD-Graph.i386 perl-GD-Graph3d.noarch perl-GD-Text-Util.i386 perl-Date-Pcalc.noarch perl-Email-Valid.noarch

[klim94]

Hi, Thanks for the answer it's better but not enough.

----------
Installed: perl-Date-Pcalc.noarch 0:1.2-1.2.el4.rf perl-Email-Valid.noarch 0:0.15-1.2.el4.rf perl-GD.i386 0:2.30-2.2.el4.rf perl-GD-Graph.i386 0:1.43-0.2.el4.rf perl-GD-Graph3d.noarch 0:0.63-2.2.el4.rf perl-GD-Text-Util.i386 0:0.86-0.2.el4.rf
Complete!
----------

but i still have :

Démarrage de httpd :[Sun Apr 22 18:57:42 2007] [warn] The Alias directive in /etc/httpd/conf/httpd.conf at line 766 will probably never match because it overlaps an earlier ScriptAlias.
Syntax error on line 768 of /etc/httpd/conf/httpd.conf:
Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module not included in the server configuration

so i try this command :

[root@serveur richard]# yum --enablerepo=base --enablerepo=updates --enablerepo=addons --enablerepo=dag install mod_perl
Loading "fastestmirror" plugin
Loading "smeserver" plugin
Setting up Install Process
Setting up repositories
Loading mirror speeds from cached hostfile
Reading repository metadata in from local files
Excluding Packages from Dag - EL4
Finished
Parsing package install arguments
Nothing to do

edit :
I have this :
[root@serveur richard]# yum list | grep  mod_perl
mod_perl.i386                            1.99_16-4.centos4      installed
mod_perl-devel.i386                      1.99_16-4.centos4      base

and in /etc/httpd/conf/httpd.conf I have :
# modPerl disabled

is it ok ?

Another idea ?
--
Richard

[fixit]

Syntax error on line 768 of /etc/httpd/conf/httpd.conf:
Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module not included in the server configuration

after mod perl is install, run the following commands to activate mod perl, this will remove your syntax error in httpd.conf

config setprop modPerl status enabled

signal-event post-upgrade

[klim94]

It's not ok

Where can I see if modperl is ok ?

[root@serveur richard]# /sbin/e-smith/config setprop modPerl status enabled
[root@serveur richard]# /sbin/e-smith/signal-event post-upgrade
[root@serveur richard]# /etc/init.d/httpd start
Démarrage de httpd :[Mon Apr 23 09:45:58 2007] [warn] The Alias directive in /etc/httpd/conf/httpd.conf at line 766 will probably never match because it overlaps an earlier ScriptAlias.
Syntax error on line 768 of /etc/httpd/conf/httpd.conf:
Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module not included in the server configuration
                                                           [ÉCHOUÉ]

Thanks.

--
Richard

[klim94]

Reboot and it's ok.

I'd prefered not to reboot but without this it's not ok.

Now I had another problem with samba ; my custom template are not included in smb.conf ; I don't know if there is a link. I'll search.

--
Richard

[fixit]

cd /etc/e-smith/templates-custom/etc/httpd/conf/httpd.conf/

edit  89otrs

change ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"

 to

 Alias /otrs/ "/opt/otrs/bin/cgi-bin/"

Then run these commands

expand-template /etc/httpd/conf/httpd.conf

/etc/rc.d/init.d/httpd-admin restart

/etc/rc.d/init.d/httpd-e-smith restart

the problem with samba should be gone

I'd prefered not to reboot but without this it's not ok.

you do not have to reboot

Russell

[klim94]

Do I really need this :
Alias /otrs/public "/opt/otrs/bin/cgi-bin/"
+
Alias /otrs/ "/opt/otrs/bin/cgi-bin/"

Because :
Apr 23 12:15:21 serveur httpd: [Mon Apr 23 12:15:21 2007] [warn] The Alias directive in /etc/httpd/conf/httpd.conf at line 766 will probably never match because it overlaps an earlier Alias.

L766 :
Alias /otrs/public "/opt/otrs/bin/cgi-bin/"

It seems to be ok without this line.

But problem with samba is still here

--
Richard

[fixit]

OK, what if you remove the 89otrs from /etc/e-smith/templates-custom/etc/httpd/conf/httpd.conf/

Then run these commands

expand-template /etc/httpd/conf/httpd.conf

/etc/rc.d/init.d/httpd-admin restart

/etc/rc.d/init.d/httpd-e-smith restart

Do you still have a problem with samba

[klim94]

Yes, same problem

So the source is not from httpd.conf ; strange, the problem appeared this morning when i solve mod_perl installation.

Richard

[dbuechel]

hello

ok - i have installed OTRS - and i works 100% perfect !!

but i have a problem with the cronjobs

how can i yous this ??

great

db

[dbuechel]

i have put the postmaster_pop3 in the cron.d :



# --
# cron/postmaster_pop3 - postmaster_pop3 cron of the OTRS
# Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/
# --
# $Id: postmaster_pop3.dist,v 1.8 2006/10/20 16:46:14 mh Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (GPL). If you
# did not receive this file, see http://www.gnu.org/licenses/gpl.txt.
# --

# fetch emails every 10 minutes
# */2 * * * *    $HOME/opt/otrs/bin/PostMasterPOP3.pl >> /dev/null
*/2 * * * *    root /usr/bin/php /opt/otrs/bin/PostMasterPOP3.pl >> /dev/null


what´s wrong ?

have some the same problem ?

great

db

[fixit]

Try this

crontab -e

press i, then add your cron entries

*/10 * * * *  /opt/otrs/bin/PostMasterPOP3.pl >> /dev/null

when finished, press ctrl -c, then :wq to exit and save

then run crontab -l to check entry

is this what your after, let me know how you go

Russell

[dbuechel]

thx fixit

it´s work perfect now !


great

db