Install And Configure otrs On CentOS

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Prerequisite

Install following Packages under CentOS:

$ sudo yum install wget mysql-server mysql php-mysql httpd perl-URI perl-Net-DNS perl-IO-Socket-SSL perl-XML-Parser mod_perl perl-TimeDate perl-Net-DNS procmail perl perl-LDAP perl-Crypt-SSLeay

Now configure the mysqld via:

$ sudo chkconfig --levels 235 mysqld on
$ sudo service mysqld start
$ sudo /usr/bin/mysql_secure_installation
$ sudo chkconfig --levels 235 httpd on

Install otrs

Download the otrs from Official website, I downloaed the rpm package for CentOS, then install it via:

sudo rpm -ivh otrs-3.3.8-01.noarch.rpm 

As root do following:

# cd /etc/httpd/conf.d/
# cp zzz_otrs.conf otrs.conf
# service httpd start

We have to disable SELinux and delete all of the iptables rules:
Close the SELinux via:

# cat /etc/sysconfig/selinux
# This file controls the state of SELinux on the system.
# SELINUX= can take one of these three values:
#       enforcing - SELinux security policy is enforced.
#       permissive - SELinux prints warnings instead of enforcing.
#       disabled - SELinux is fully disabled.
# SELINUX=permissive
SELINUX=disabled

If you don’t disable SELINUX, then you may meet following error message:

消息: Kernel/Config.pm isn't writable!
If you want to use the installer, set the Kernel/Config.pm writable for the webserver user!

After disable the SELINUX, Restart the computer.
Flush all of the pre-defined iptables rules:

# iptables -F
# service iptables save

Now open the browser visit: http://Your_Server/ostr/installer.pl

When Configurating the database, in the second step, the machine should be selected as localhost.

If you want to delete the otrs database, or if the installation step tells you otrs database exists, you can using following command for drop this database:

[root@CentOS conf.d]# mysqladmin -u root -p  drop otrs
Enter password: 
Dropping the database is potentially a very bad thing to do.
Any data stored in the database will be destroyed.

Do you really want to drop the 'otrs' database [y/N] y
Database "otrs" dropped

Configuration of otrs

The start page at:
http://Your_Machine/otrs/index.pl

Customer Start page:
http://Your_Machine/otrs/customer.pl

Enable the crons tasks(mandantory):

$ su root
# su -m otrs -c 'cd /opt/otrs/bin/ && ./Cron.sh start'
# crontab -l -u otrs

Add dynamic field via:
系统管理->工单设置->动态字段， at the field of “工单”, click it and then you can add the customized field. This will affect customer’s submitted ticket forms.

Change smtp configuration:
系统管理->系统配置-> 搜索smtp, you will meet Core::Sendmail, define the corresponding field and types, then you can use smtp for sending emails.

Uninstall otrs

Finally the team didn’t use otrs, but its email annoyed me for a long time. Finally I found it’s this machine who runs otrs. so I just login to 53, and run:

# rpm -e otrs

Also remove the crontab jobs and etc.

# su -m otrs 
bash: /root/.bashrc: Permission denied
bash-4.1$ ./Cron.sh stop
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs
Copyright (C) 2001-2012 OTRS AG, http://otrs.org/
done
[root@Linux01 conf.d]# crontab -l -u otrs
no crontab for otrs

Also remove the configuration file under /etc/httpd/conf.d/otrs.conf, then restart the httpd server.