Editing OTRS (section)

== Post Install Steps ==

=== Support Assessment ===

OTRS comes with a built-in support assessment that uses colored boxes to indicate areas of interest. Go to Admin > Support Assessment to review your installed OTRS assessment.

These apply to OTRS 3.0.x

==== MySQL settings ====

'''CenOS 5.5 install had these areas of interest:'''

[[File:Check max allowed packet setting.png|Check max allowed packet setting]]

and

[[File:Check query cache size setting.png|Check query cache size setting]]

'''My Fix:'''

Adjust max_allowed_packet setting in MySQL. [http://dev.mysql.com/doc/refman/5.5/en/packet-too-large.html reference]

Adjust query_cache_size setting in MySQL. [http://dev.mysql.com/doc/refman/5.5/en/query-cache-configuration.html reference]

'''Steps to fix:'''

Edit MySQL /etc/my.cnf file:
<pre># vi /etc/my.cnf</pre>

then add these parameters:
<pre>[mysqld]
max_allowed_packet=16M
query_cache_size=48M</pre>

Restart mysqld:
<pre># service mysqld restart
Stopping mysqld: [  OK  ]
Starting mysqld: [  OK  ]</pre>

'''After fix:'''

Refresh your browser page to update the color boxes.

[[File:Green check max allowed packet setting.png|Green check max allowed packet setting]]

and

[[File:Green check query cache size setting.png|Green check query cache size setting]]

==== Apache settings ====

'''CenOS 5.5 install had these areas of interest:'''

Apache:: DBI issue
[[File:Check if the system uses apacheDBI.png|Check if the system uses apache::DBI]]

'''My Fix:'''
Install Apache::DBI via MCPAN, edit PERL script, then restart httpd.

'''Steps to fix'''

Install Apache::DBI:

<pre>
# perl -MCPAN -e shell
cpan> install Apache::DBI
</pre>

Configure Apache::DBI in /opt/otrs/scripts directory edit apache2-perl-startup.pl script:

<pre>root@/opt/otrs/scripts# vi apache2-perl-startup.pl</pre>

Edit these lines (removed comment '#' marks and added OTRS user passcode):

<pre>use Apache::DBI ();
Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'otrs_user_passcode_goes_here');
</pre>

Restart httpd:

<pre>
root@/opt/otrs/scripts# service httpd restart
Stopping httpd: [  OK  ]
Starting httpd: [  OK  ]</pre>

'''After fix:'''

Refresh your browser page to update the color boxes.
[[File:Green check if the system uses apacheDBI.png|Green check if the system uses Apache::DBI]]

=== Setup cron jobs ===

OTRS needs some cron jobs to work properly. The cron jobs should be run with the same user rights that were specified for the OTRS modules. That means that the cron jobs must be inserted into the crontab file of the OTRS user. You do this by logging in as OTRS user and running a Cron.sh script.

By default my otrs user did not have shell access so I enable access by editing the /etc/passwd file line from <code>/opt/otrs/:/bin/false to be /opt/otrs/:/bin/bash</code>

<pre>$ su - root
Password: 
# vi /etc/passwd</pre>

Now switch to OTRS user, verify in OTRS home, switch to bin directory and run Cron.sh script:
<pre># su - otrs
$ pwd
/opt/otrs/
$ cd bin
$ ./Cron.sh start
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $> 
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
(using /opt/otrs) done</pre>

Verify OTRS user crontab is populated:
<pre>$ crontab -l</pre>