# -- # INSTALL-3.3.ITSM description of OTRS::ITSM 3.3 # Copyright (C) 2003-2014 OTRS AG, http://otrs.com/ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- What is OTRS::ITSM ================== OTRS::ITSM implements ITIL (R) focused IT service management. Prerequisites ============= You need a clean OTRS 3.3 (http://otrs.org/) installation. For installation and prerequisites see http://doc.otrs.org/. OTRS::ITSM are applications for the OTRS 3.3 framework. Make sure your database accepts packages over 15 MB in size. A MySQL database for example accepts packages up to 1 MB by default. In this case, the value for max_allowed_packet must be increased. The recommended maximum size accepted is 20 MB. Installation ============ 1. Download ----------- Download following OTRS::ITSM packages from (have a look on "Packages" section below first to download the correct files for your framework): ftp://ftp.otrs.org/pub/otrs/itsm/packages33/ -GeneralCatalog -ITSMCore If your OTRS is unable to connect to the internet, you must download these additional packages. -ITSMIncidentProblemManagement -ITSMConfigurationManagement -ITSMServiceLevelManagement -ITSMChangeManagement -ImportExport You can also download a single OTRS::ITSM bundle file, which contains all previously mentioned files and installs them automatically: -ITSM You can download the OTRS::ITSM bundle file here: ftp://ftp.otrs.org/pub/otrs/itsm/bundle33/ After the download, just install the OTRS::ITSM package via package manager. In this case, you don't need to follow the instructions in section 2 of this document. 2. Installation OTRS::ITSM 3.3 ------------------------------ a) Login to your OTRS 3.3 installation with admin permissions. b) Install the downloaded .opm packages in the following order via package manager: 1) GeneralCatalog 2) ITSMCore If your OTRS is able to connect to the internet, you can use now the online repository [--OTRS::ITSM 3.3 Master--] to install the following packages. If your OTRS is unable to connect to the internet, you need to install the following packages via package manager. Each of these packages is optional and there is no required installation order. -ITSMChangeManagement -ITSMIncidentProblemManagement -ITSMConfigurationManagement -ITSMServiceLevelManagement -ImportExport 3. Intro -------- New menus in the navigation bar will be shown (ConfigItem, Service, Change) and many new admin options are available in the Admin-Area. For more information see the OTRS::ITSM documentation. Upgrade ======= You need to upgrade your OTRS Framework to OTRS 3.3 first. After that, you can follow the steps in section 2 of this document (Installation OTRS::ITSM 3.3). Requirements ============ Each OTRS::ITSM version requires the latest corresponding OTRS framework version. E.g. for OTRS::ITSM 3.3.9 you need OTRS 3.3.9. --------------------------------------------------------------------------------- Support: ======== For community mailing lists see: http://otrs.org/lists/ For commercial support see: http://www.otrs.com ((enjoy)) EOF