The described way of installing the otrs is tested on a newly installed system. In case you have trouble to install it on your working system please try it with a new Linux installation. Most of the installation problems are caused by messy apache configurations and forgotten mysql database passwords. So please use a fresh installation to encircle an installation problem in case it occures.
We try to keep the installation as easy as possible. But the OTRS is a very powerfull and complex application which can not just be untared in some directory and that's it.
This section is a guide for installing OTRS on a SuSE Linux. We tested the SuSE Linux versions 7.3, 8.0 and 8.1. Before starting the installation have a look at http://otrs.org/ and check if a newer and better version of the rpm file is available. If so please download it and use the newer documentation and the newer rpm.
Install the otrs.rpm with YaST (YaST2) or on the command line with rpm (what ever you prefer). Please be aware of the fact that OTRS needs some Perl-Modules which are not installed by default in a typical SuSE installation. So it might be a good idea to use YaST to install the rpm because it will handle and solve all the dependencies.
In case you prefer the command line rpm way (you have to have installed the needed modules first otherwise rpm will ask you to do so):
ernie:~ # rpm -ivh /tmp/otrs.rpm otrs ################################################## Check OTRS user (/etc/passwd)... otrs exists. SetPermissions.sh $Revisio : 1.16 $ - set OTRS file permissions Copyright (c) 2002 Martin Edenhofer martin at otrs.org Setting file permissions... chown -R 0:0 /opt/otrs chown otrs:nogroup /opt/otrs chown otrs:nogroup /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown otrs:nogroup /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown otrs:nogroup /opt/otrs/.mailfilter chmod 0600 /opt/otrs/.mailfilter chown -R otrs:nogroup /opt/otrs/var/ chown -R wwwrun:nogroup /opt/otrs/var/sessions/ chown otrs:nogroup /opt/otrs/var/log/TicketCounter.log chmod -R 755 /opt/otrs/bin/ (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig Next steps: [SuSEconfig] Execute 'SuSEconfig' to configure the webserver. [start Apache and MySQL] Execute 'rcapache restart' and 'rcmysql start' in case they don't run. [install the OTRS database] Use a webbrowser and open this link: http://localhost/otrs/installer.pl [OTRS services] Start OTRS 'rcotrs start-force' (rcotrs {start|stop|status|restart|start-force|stop-force}). Have fun! Your OTRS Team http://otrs.org/ ernie:~ # |
ernie:~ # SuSEconfig Starting SuSEconfig, the SuSE Configuration Tool... Running in full featured mode. Reading /etc/sysconfig and updating the system... Executing /sbin/conf.d/SuSEconfig.3ddiag... Executing /sbin/conf.d/SuSEconfig.aaa_at_first... Executing /sbin/conf.d/SuSEconfig.alljava... Executing /sbin/conf.d/SuSEconfig.apache... Including /opt/otrs/scripts/apache-httpd.include.conf Executing /sbin/conf.d/SuSEconfig.bootsplash... Executing /sbin/conf.d/SuSEconfig.doublecheck... Executing /sbin/conf.d/SuSEconfig.guile... Executing /sbin/conf.d/SuSEconfig.hostname... Executing /sbin/conf.d/SuSEconfig.ispell... Executing /sbin/conf.d/SuSEconfig.libgnomeprint... Executing /sbin/conf.d/SuSEconfig.libxml2... Executing /sbin/conf.d/SuSEconfig.man_info... Executing /sbin/conf.d/SuSEconfig.pango... Executing /sbin/conf.d/SuSEconfig.perl... Executing /sbin/conf.d/SuSEconfig.permissions... Executing /sbin/conf.d/SuSEconfig.postfix... Setting up postfix local as MDA... Setting SPAM protection to "off"... Executing /sbin/conf.d/SuSEconfig.profiles... Executing /sbin/conf.d/SuSEconfig.scpm... Finished. |
Once you installed the otrs.rpm on your system you have to restart the apache by rcapache restart to force apache to reload the config file.
ernie:~ # rcapache restart Shutting down httpd done Starting httpd [ PERL ] done ernie:~ # |
Warning |
It is not a good idea to use the default passwords. You install a very important piece of software and you do not want anybody to be able to hack your database just because you didn't change the default password! |
And because we want to keep the system as secure as possible we change some permissions by using the following script:
ernie:~ # /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs wwwrun SetPermissions.sh $Revisio : 1.16 $ - set OTRS file permissions Copyright (c) 2002 Martin Edenhofer martin at otrs.org Setting file permissions... chown -R 0:0 /opt/otrs/ chown otrs:nogroup /opt/otrs/ chown otrs:nogroup /opt/otrs//.fetchmailrc chmod 0710 /opt/otrs//.fetchmailrc chown otrs:nogroup /opt/otrs//.procmailrc chmod 0644 /opt/otrs//.procmailrc chown otrs:nogroup /opt/otrs//.mailfilter chmod 0600 /opt/otrs//.mailfilter chown -R otrs:nogroup /opt/otrs//var/ chown -R wwwrun:nogroup /opt/otrs//var/sessions/ chown otrs:nogroup /opt/otrs//var/log/TicketCounter.log chmod -R 755 /opt/otrs//bin/ (chown && chmod 700) otrs:0 /opt/otrs//bin/DeleteSessionIDs.pl (chown && chmod 700) otrs:0 /opt/otrs//bin/UnlockTickets.pl (chown && chmod 700) otrs:0 /opt/otrs//bin/otrs.getConfig ernie:~ # |
ernie:~ # rcotrs restart-force Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. no crontab for otrs Shutting down cronjobs ... failed! Shutting down OTRS (completely) Shutting down Apache ... done. Shutting down MySQL ... done. done Starting OTRS (completely) Starting Apache ... done. Starting MySQL ... done. Starting OTRS Checking Apache ... done. Checking MySQL ... done. Checking database connect... (It looks Ok!). Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://ernie.example.com/otrs/index.pl <<-- done done ernie:~ # |
Finish! Wasn't that a piece of cake? ;-)
Your can use the OTRS by opening the http://ernie.example.com/otrs/index.pl link.