OTRS - Revision history

Paul at 16:55, 23 March 2011

2011-03-23T16:55:55Z

← Older revision		Revision as of 11:55, 23 March 2011
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			== Creator of OTRS ==

			[http://edenhofer.de/ Martin Edenhofer]

	== Install OTRS ==		== Install OTRS ==

Paul: /* MySQL settings */

2010-12-20T20:02:53Z

MySQL settings

← Older revision		Revision as of 15:02, 20 December 2010
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	'''Steps to fix:'''		'''Steps to fix:'''

	~~Added parameters to~~ MySQL /etc/my.cnf file ~~& restarted mysqld~~.		Edit MySQL /etc/my.cnf file:
			<pre># vi /etc/my.cnf</pre>

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

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

	'''After fix:'''		'''After fix:'''

Paul: /* Support Assessment */

2010-12-20T19:49:57Z

Support Assessment

← Older revision		Revision as of 14:49, 20 December 2010
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	=== Support Assessment ===		=== 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:'''

			Added parameters to MySQL /etc/my.cnf file & restarted mysqld.

			<pre>[mysqld]
			max_allowed_packet=16M
			query_cache_size=48M</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 ===		=== Setup cron jobs ===

Paul at 19:07, 20 December 2010

2010-12-20T19:07:58Z

← Older revision		Revision as of 14:07, 20 December 2010
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			== Install OTRS ==

			[[Installation of OTRS 3.x on CentOS 5.5]]

			[[Installation of OTRS 3.x on Red Hat Enterprise 6 (RHEL)]]

			== Post Install Steps ==

			=== Support Assessment ===

			=== 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>



			== Notification tags ==

	[http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 Notification tags]		[http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 Notification tags]
	<pre>a) All params of the latest customer article:		<pre>a) All params of the latest customer article:

Paul at 21:00, 13 August 2010

2010-08-13T21:00:52Z

← Older revision		Revision as of 16:00, 13 August 2010
Line 103:		Line 103:
	<OTRS_TICKET_TicketFreeTime1>		<OTRS_TICKET_TicketFreeTime1>
	<OTRS_TICKET_TicketFreeTime2></pre>		<OTRS_TICKET_TicketFreeTime2></pre>

			<center>[[Open Source Software \| To Open Source Software]]</center>

Paul: Created page with '[http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 Notification tags]

a) All params of the latest customer article:  e. g.  
2010-08-13T20:59:35Z
Created page with '[http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 Notification tags] <pre>a) All params of the latest customer article: <OTRS_CUSTOMER_*> e. g.  <OTRS_CUSTOMER_SUBJE…'
New page
[http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 Notification tags]

<pre>a) All params of the latest customer article:

<OTRS_CUSTOMER_*> e. g.



<OTRS_CUSTOMER_SUBJECT[18]>

<OTRS_CUSTOMER_EMAIL[16]>

<OTRS_CUSTOMER_From>

<OTRS_CUSTOMER_To>

<OTRS_CUSTOMER_Cc>

<OTRS_CUSTOMER_Subject>

<OTRS_CUSTOMER_Body>

[...]



Also possibe but depends on used action:

<OTRS_CUSTOMER_Comment> (for note or owner update comments)

[...]



b) All possible OTRS config settings:

<OTRS_CONFIG_*> e. g.

<OTRS_CONFIG_HttpType>

<OTRS_CONFIG_FQDN>

<OTRS_CONFIG_ScriptAlias>

[...]



c) Ticket owner options:

<OTRS_OWNER_*> e. g.

<OTRS_OWNER_UserFirstname>

<OTRS_OWNER_UserLastname>

<OTRS_OWNER_UserSalutation>

<OTRS_OWNER_UserLogin>

<OTRS_OWNER_UserEmail>

<OTRS_OWNER_UserComment>

[...]



d) Ticket responsible options:

<OTRS_RESPONSIBLE_*> e. g.

<OTRS_RESPONSIBLE_UserFirstname>

<OTRS_RESPONSIBLE_UserLastname>

<OTRS_RESPONSIBLE_UserSalutation>

<OTRS_RESPONSIBLE_UserLogin>

<OTRS_RESPONSIBLE_UserEmail>

<OTRS_RESPONSIBLE_UserComment>

[...]



e) Options of the current user who requested this action:

<OTRS_CURRENT_*> e. g.

<OTRS_CURRENT_UserFirstname>

<OTRS_CURRENT_UserLastname>

<OTRS_CURRENT_UserSalutation>

<OTRS_CURRENT_UserLogin>

<OTRS_CURRENT_UserEmail>

<OTRS_CURRENT_UserComment>

[...]



f) Options of the current customer user data of this ticket:

<OTRS_CUSTOMER_DATA_*> e. g.

<OTRS_CUSTOMER_DATA_UserFirstname>

<OTRS_CUSTOMER_DATA_UserLastname>

<OTRS_CUSTOMER_DATA_UserLogin>

<OTRS_CUSTOMER_DATA_UserCustomerID>

<OTRS_CUSTOMER_DATA_UserEmail>

[...]



Note: For more tags have a look into your "CustomerUser" Kernel/Config.pm

options. All tags under "Map => [...]" are possible.



g) Options of the ticket data:

<OTRS_TICKET_*> e. g.

<OTRS_TICKET_TicketNumber>

<OTRS_TICKET_TicketID>

<OTRS_TICKET_Title>

<OTRS_TICKET_Queue>

<OTRS_TICKET_QueueID>

<OTRS_TICKET_State>

<OTRS_TICKET_StateID>

<OTRS_TICKET_StateType>

<OTRS_TICKET_Priority>

<OTRS_TICKET_PriorityID>

<OTRS_TICKET_Lock>

<OTRS_TICKET_LockID>

<OTRS_TICKET_Owner>

<OTRS_TICKET_OwnerID>

<OTRS_TICKET_CustomerID>

<OTRS_TICKET_CustomerUserID>

<OTRS_TICKET_Created>

<OTRS_TICKET_Changed>

<OTRS_TICKET_TicketFreeKey1>

<OTRS_TICKET_TicketFreeText1>

<OTRS_TICKET_TicketFreeKey2>

<OTRS_TICKET_TicketFreeText2>

<OTRS_TICKET_TicketFreeKey3>

<OTRS_TICKET_TicketFreeText3>

<OTRS_TICKET_TicketFreeKey4>

<OTRS_TICKET_TicketFreeText4>

<OTRS_TICKET_TicketFreeKey5>

<OTRS_TICKET_TicketFreeText5>

<OTRS_TICKET_TicketFreeKey6>

<OTRS_TICKET_TicketFreeText6>

<OTRS_TICKET_TicketFreeKey7>

<OTRS_TICKET_TicketFreeText7>

<OTRS_TICKET_TicketFreeKey8>

<OTRS_TICKET_TicketFreeText8>

<OTRS_TICKET_TicketFreeTime1>

<OTRS_TICKET_TicketFreeTime2></pre>