OTRS Installation!!!

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                    OTRS INSTALLATION STEP BY STEP
  1. OTRS:   OTRS, an initial-ism for Open-source Ticket Request System, is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them.
 Key features:

  • Adding a note to the logged ticket.
  • Assigning/modifying priority for your logged ticket.
  • Escalating tickets.
  • Statistics of the tool.
  • Excellent GUI 
 INSTALLATION STEP BY STEP:
      
      Operating system  :  Oracle linux (recommended due to its less dependencies)
            IP ADDRESS          :   192.168.247.131
      SERVER NAME     :   server.root.local


 PRE-INSTALLATION TASKS:

     1. Add Host ip address in /etc/hosts
     2. Install epel repo.
     3. Install required packages.

   1.ADDING HOST IP ADDRESS:


  You must be "root" for executing these commands.

  Open /etc/hosts 

  #vi /etc/hosts

  add the following line  

 192.168.247.131       server.root.local   server

  Save the file.
      
  Now Restart the machine. 
    

  2. INSTALL EPEL REPO:


 1. Click here to download the epel repo, Open with Installer and install the package.
 2. If you fail to install the package through the above step, execute the below lines.
     
#cd /etc 
#wget http://epel.mirror.net.in/epel/6/i386/epel-release-6-8.noarch.rpm
#rpm -Uvh epel-release-6-8.noarch.rpm
#yum install bugzilla
#yum install --disablerepo="*" --enablerepo=epel bugzilla

3.INSTALL REQUIRED PACKAGES:


 Login as root.
#yum install mysql-server

#yum install mysql-server (Pres 'Y' if prompted in the process)

#service mysqld start
#chkconfig mysqld on 
#mysql_secure_installation

( in the process you will be prompted for "Y/N" always press "Y")
 Enter the root password on prompt
New password: -----> Enter the new password
Re-enter new password: -----> Enter password again
Password updated successfully! Reloading privilege tables..
... Success!

Tip:To save the file anywhere mentioned in this Post
1.Press "esc"
2.Type :wq!
3.Press Enter

 
Edit the file /etc/my.cnf

 #vi /etc/my.cnf

 Add the following lines under mysqld section

 max_allowed_packet=20M
innodb_buffer_pool_size=4G 
query_cache_size=32M
innodb_log_file_size=1G


Save the file.

 Now restart Mysql server Using the below command:

 #service mysqld restart

 Now install "httpd" service:

 #yum install httpd
#service httpd start
#chkconfig httpd on
Now Edit file /etc/httpd/conf/httpd.conf using below command:

 To avoid any mis configuration issues copy the conf file to conf.bak with below commands.

 #cp /etc/httpd/conf/httpd.conf /etc/httpd/conf/httpd.conf.bak

 #vi /etc/httpd/conf/httpd.conf

 In the file make the changes as below.

Tip: You can search in linux by using "/"
To search for "server" use "/server" in the file without pressing "insert button".
ServeAdmin root@server.local
ServerName 192.168.247.131:80
Listen 192.168.247.131:81
Now restart the httpd service.

 #service httpd restart

 Now Edit file /etc/sysconfig/iptables

#vi /etc/sysconfig/iptables

 add the followng line:

 -A INPUT -p tcp -m state --state NEW -m tcp --dport 80 -j ACCEPT

 Save the file.

 Now restart the IP tables with below command:

 #service ip tables restart

 Now edit the Selinux file:

 #vi /etc/sysconfig/selinux

 Set the value of selinux to disabled

 Selinux=disabled

 save the file and Reboot system


                       DOWNLOADING OTRS


You can download from official site for newer versions. Click Here for official site

To download & install follow the commands below.

#wget https://www.otrs.com/download-thank-you/thank-you-downloading-otrs-software/?download=/RPMS/rhel/7/otrs-4.0.9-02.noarch.rpm
#yum install otrs-3.3.6-01.noarch.rpm
The above commands will install OTRS into your system.

Now restart the httpd service.

#service httpd restart

To install the missing packages in the OTRS execute the following commands.

#yum install "perl(DBD::ODBC)" "perl(DBD::Oracle)" "perl(DBD::Pg)" "perl(Encode::HanExtra)" "perl(GD)" "perl(GD::Text)" "perl(GD::Graph)" "perl(JSON::XS)" "perl(Mail::IMAPClient)" "perl(PDF::API2)" "perl(Text::CSV_XS)" "perl(YAML::XS)"

 Now test whether all the modules were installed correctly or not.

 #/opt/otrs/bin/otrs.CheckModules.pl

You will find the output like this.

 o Crypt::Eksblowfish::Bcrypt.......ok (v0.009) 
o Crypt::SSLeay....................ok (v0.57) 
o Date::Format.....................ok (v2.22) 
o DBI..............................ok (v1.609) 
o DBD::mysql.......................ok (v4.013)
o DBD::ODBC........................ok (v1.48)
o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.) 
o DBD::Pg..........................ok (v2.15.1) 
o Encode::HanExtra.................ok (v0.23) 
o GD...............................ok (v2.44) 
o GD::Text.......................ok (v0.86) 
o GD::Graph......................ok (v1.44) 
o IO::Socket::SSL..................ok (v1.31) 
o JSON::XS.........................ok (v2.27) 
o List::Util::XS...................ok (v1.21) 
o LWP::UserAgent...................ok (v6.05) 
o Mail::IMAPClient.................ok (v3.34) 
o IO::Socket::SSL................ok (v1.31) 
o ModPerl::Util....................ok (v2.000004) 
o Net::DNS.........................ok (v0.65) 
o Net::LDAP........................ok (v0.40) 
o Net::SSL.........................ok (v2.84) 
o PDF::API2........................ok (v2.019) 
o Compress::Zlib.................ok (v2.021) 
o Text::CSV_XS.....................ok (v0.85) 
o Time::HiRes......................ok (v1.9721) 
o XML::Parser......................ok (v2.36) 
o YAML::XS.........................ok (v0.38)


Now you are all set to go. Open the browser and type http://ip-address/otrs/installer.pl
http://192.168.247.131/otrs/installer.pl

1.Click next
2.Accept the license agreement
3.Select mysql --> install type  create new database for OTRS.
4.Enter the Mysql root username and password and click on check database settings.
5.if the database settings were found correct the new database is created. click Next
6.Click  Next
7.In the 3rd windows give your desired details in system FQDN, email and organization. Keep others as it is.
8.Click Next.
9.Give your mail server details in the next window if you have them, you faced any error we will discuss about it in the next Post. :)
10.Click on skip this step.

11.WELCOME TO OTRS. :)

 To access OTRS:

 Http://Ip-address/otrs/index.pl











































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