Ergon2000

If you have to install OTRS from source, first download the .tar.gz or .tar.bz2 file with the sources from http://www.otrs.org please.

Unpack the archive for example with tar into the directory /opt and rename the directory from otrs-2.2.x to otrs:

 linux:/opt# tar xf /tmp/otrs-2.2.x.tar.gz
 linux:/opt# mv otrs-2.2.-x otrs
 linux:/opt# ls
 otrs
 linux:/opt#

Because the modules of OTRS should not be executed with root rights, a new user for OTRS will be added in the next step. The home directory of this new user should be /opt/otrs. If your webserver is not running with the same user rights like the new otrs users (this is the case on most systems), you have to add the new otrs user to the group of the web server user:

linux:/opt# useradd -d /opt/otrs/ -c 'OTRS user' otrs
linux:/opt# usermod -G nogroup otrs
linux:/opt#

Now some demo config files of OTRS have to be copied. The system will later use the copied files. The files are located in /opt/otrs/Kernel and /opt/otrs/Kernel/Config and have the ending .dist.

linux:/opt# cd otrs/Kernel/
linux:/opt/otrs/Kernel# cp Config.pm.dist Config.pm
linux:/opt/otrs/Kernel# cd Config
linux:/opt/otrs/Kernel/Config#  cp GenericAgent.pm.dist GenericAgent.pm

Aggiunte le seguenti righe a Config.pm

  # SystemID
  # (The identify of the system. Each ticket number and
  # each http session id starts with this number)
  $Self->{SystemID} = 11;

  # HttpType
  # In case you use https instead of plain http specify it here
  $Self->{HttpType} = 'http';

  # ScriptAlias
  # Prefix to index.pl used as ScriptAlias in web config
  # (Used when emailing links to agents).
  $Self->{ScriptAlias} = 'otrs/';

  # AdminEmail
  # (Email of the system admin.)
  $Self->{AdminEmail} = 'admin@example.com';

  # Organization
  # (If this is anything other than '', then the email will have an
  # Organization X-Header)
  #    $Self->{Organization} = 'Example Company';
  $Self->{Organization} = '';

  # ProductName
  # (Shown application name in frontend.)
  $Self->{ProductName} = 'OTRS';

The last step to prepare the installation of OTRS is to set the proper access rights for the files of the ticket system. You can use the script SetPermissions.sh, which is located in the bin directory in the home directory of the OTRS user. The script can be executed with the following parameters:

SetPermissions.sh { Home directory of the OTRS user } { OTRS user } { Web server user } [ Group of the OTRS user ] [ Group of the web server user ]

Modificato /etc/httpd/conf.d/otrs.conf

# agent, admin and customer frontend
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
ScriptAlias /tsanasa3/ "/opt/tsanasa3/bin/cgi-bin/"
ScriptAlias /tsamg/ "/opt/tsamg/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
Alias /tsanasa3-web/ "/opt/tsanasa3/var/httpd/htdocs/"
Alias /tsamg-web/ "/opt/tsamg/var/httpd/htdocs/"

<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>

Aprite http://10.255.0.16/tsanasa3/installer.pl ed effettuate la procedura di installazione

Rinominare i file cron nella cartella /opt/nomecartella/var/cron

cp aaa_base.dist aaa_base
cp fetchmail.dist fetchmail
cp generic_agent.dist generic_agent
cp generic_agent-database.dist generic_agent-database
cp pending_jobs.dist pending_jobs
cp postmaster.dist postmaster
cp postmaster_mailbox.dist postmaster_mailbox
cp rebuild_ticket_index.dist rebuild_ticket_index
cp session.dist session
cp unlock.dist unlock

To setup all cron jobs the script bin/Cron.sh can be used, which is located in the home directory of the OTRS user. the script needs a parameter when it is executed that tells if you like to install, remove or reinstall the cron jobs. The following parameters can be used:

Cron.sh { start } { stop } { restart } [ OTRS user ]

Because the cron jobs need to be installed in the crontab file of the OTRS user, you need to be logged in as OTRS user. If you are logged in as root, you can change to the OTRS user with the command su otrs. Execute the following command to install the cronjobs:

Warning

Please note that other crontab entries of the OTRS user will be overwritten or removed by the Cron.sh script. Please change the Cron.sh script to keep also other crontab entries.

linux:/opt/otrs/var/cron# cd /opt/otrs/bin/

linux:/opt/otrs/bin# su otrs

linux:~/bin$ ./Cron.sh start

Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.18 $>

(using /opt/otrs) done

linux:~/bin$ exit

exit

linux:/opt/otrs/bin#

otrs_installazione_mutiple_instance