Difference between revisions of "OTRS"
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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: |
Revision as of 11:07, 20 December 2010
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 /opt/otrs/:/bin/false to be /opt/otrs/:/bin/bash
$ su - root Password: # vi /etc/passwd
Now switch to OTRS user, verify in OTRS home, switch to bin directory and run Cron.sh script:
# 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
Verify OTRS user crontab is populated:
$ crontab -l
Notification tags
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>