Instalasi OTRS ( Open Ticket Request System ) on Centos 5

unduh dahulu file otrs nya di http://otrs.org

saya memilih file Tar.gz agar mudah mengetahui dimana directori instalasinya....

taruh file di dir # /tmp

1. extract file tar.gz  ke directori /opt, namakan folder extractnya menjadi otrs.

   # tar zxvf otrs-2.2.6.tar.gz -C /opt

   # mv otrs-2.2.6 otrs

   #

otrs tidak bisa di akses menggunakan user root, berarti kita harus membuat user untuk otrs 

selain itu user otrs harus dimasukkan kedalam group webserver user..

# useradd -d /opt/otrs/ -c 'OTRS user' otrs
# usermod -G nogroup otrs  <---- nogroup  adalah pilihan dari group webserver contoh apache
#

sekarang rubahlah file didalam directori /opt/otrs/Kernel/

# cd /opt/otrs/Kernel

# cp Config.pm.dist Config.pm

# cd Config/

# cp GenericAgent.pm.dist GenericAgent.pm

langkah selanjutnya membuat set permission untuk otrs, kita bisa memakai perintah SetPermissions.sh didalam directori bin dari otrs rubah seperti ini 

SetPermissions.sh [Home Directori otrs user] [otrs user] [web server user] [group web server]

# cd /opt/otrs/bin

# ./SetPermissions.sh /opt/otrs otrs otrs apache apache

SetPermissions.sh <$Revision: 1.31 $> - set OTRS file permissions
Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/
Setting file permissions... 
chown -R otrs:apache /opt/otrs
chmod -R og+rw /opt/otrs
chown otrs:apache /opt/otrs
chown -R otrs:apache /opt/otrs/var/
chown -R otrs:apache /opt/otrs/var/sessions/
touch && chown otrs:apache /opt/otrs/var/log/TicketCounter.log
chmod -R 775 /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

otrs sangat membutuhkan Modules PERL antara lain :

CGI                              This module is needed by the web interface of OTRS.
Date::Pcalc              This module is needed for date calculations. OTRS uses this module for              example in time specific calculations for tickets.
DBI                             OTRS needs this module to connect to the database backend.
DBD::mysql             Module with special functions to connect to the MySQL database backend.
Digest::MD5           This module makes it possible to use the md5 algorithm..
LWP::UserAgent   Module to process HTTP requests.
MIME::Base64       En- and decoding Base64 strings, e.g. for mail attachments.
MIME::Tools          This module provide some tools to process messages with MIME parts.
Mail::Internet        This module makes it possible to process emails based on the RFC 822 standard.
Net::DNS                 Perl interface to the domain name system.
Net::POP3              This module contains procedures to access and process messages on a POP3 server.
Net::LDAP              Perl interface to a LDAP directory. You only need to install this module, if you want to use a LDAP back-end.
Net::SMTP            Module that contains procedures to send emails.
Authen::SASL        SASL authentication framework, e.g. needed for the authentication against mailservers.
GD                           Interface to the GD graphics library. You only need to install this module, if you want to use the stats module in OTRS.
GD::Text, GD::Graph, GD::Graph::lines, GD::Text::Align Some more text- and graphic tools for the GD graphics library. You only need to install this modules, if you want to use the stats module of OTRS.
XML::Parser      This module is needed to read and write xml configuration files. The graphical configuration front-end of OTRS uses this module.
PDF::API2, Compress::Zlib   This module are needed to generate the PDF output for reports, search results or for the ticket print view.

untuk menginstall satu persatu modules gunakan perintah perl -e shell -MCPAN

bila sudah melakukan instalasi modules perl, lakukan cek modules menggunakan perintah otrs.checkModules yang dibutuhkan oleh perl modules...

# cd /opt/otrs/bin

# ./otrs.checkModules

  CGI ...                             ok
  Date::Pcalc ...                ok
  Date::Format ...            ok
  DBI ...                             ok
  DBD::mysql ...              ok
  Digest::MD5 ...             ok
  Crypt::PasswdMD5 ... ok
  LWP::UserAgent ...     ok
  IO::Scalar ...                 ok
  IO::Wrap ...                  ok
  MIME::Base64 ...        ok
  MIME::Tools ...           ok
  Mail::Internet ...         ok
  Net::DNS ...                 ok
  Net::POP3 ...               ok
  Net::LDAP ...               ok
  Net::SMTP ...              ok
  Authen::SASL ...         ok
  GD ...                            ok
  GD::Text ...                 ok
  GD::Graph ...              ok
  GD::Graph::lines ...   ok
  GD::Text::Align ...     ok
  XML::Parser ...          ok
  PDF::API2 ...             not installed! (for PDF output - not required)
  Compress::Zlib ...     ok

masuk ke dalam directori /opt/otrs lakukan pengecekan seperti berikut :

# cd /opt/otrs
# perl -cw bin/cgi-bin/installer.pl
cgi-bin/installer.pl syntax OK
# perl -cw bin/PostMaster.pl
PostMaster.pl syntax OK
#

 Konfigurasi file apachenya untuk otrs... 

untuk mengakses web otrs kita memerlukan scripts tambahan, hampir semua apache mempunyai file conf.d didalam /etc/httpd/ atau /etc/apache atau /etc/apache2

masuk kedalam directori conf.d nya, buat dan buka file otrs.conf, masukkan scripts dibawah ini :

#
# Basic apache configuration file for OTRS
#
# agent, admin and customer frontend
#
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
#
# Directory settings
#

  AllowOverride None
  Options +ExecCGI -Includes
  Order allow,deny
  Allow from all


  AllowOverride None
  Order allow,deny
  Allow from all

 simpan dan restart service apachenya...

# /etc/init.d/httpd restart

#

langkah selanjutnya konfigurasi melalui web interfaces, buka browser dengan alamat http://localhost/otrs/installer.pl 
gunakan database mysql untuk mengelola via web :

contoh :