Difference between revisions of "OTRS"
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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 === |
Revision as of 11:49, 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
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:
and
My Fix:
Adjust max_allowed_packet setting in MySQL. reference
Adjust query_cache_size setting in MySQL. reference
Steps to fix:
Added parameters to MySQL /etc/my.cnf file & restarted mysqld.
[mysqld] max_allowed_packet=16M query_cache_size=48M
After fix:
Refresh your browser page to update the color boxes.
and
Apache settings
CenOS 5.5 install had these areas of interest:
My Fix: Install Apache::DBI via MCPAN, edit PERL script, then restart httpd.
Steps to fix
Install Apache::DBI:
# perl -MCPAN -e shell cpan> install Apache::DBI
Configure Apache::DBI in /opt/otrs/scripts directory edit apache2-perl-startup.pl script:
root@/opt/otrs/scripts# vi apache2-perl-startup.pl
Edit these lines (removed comment '#' marks and added OTRS user passcode):
use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'otrs_user_passcode_goes_here');
Restart httpd:
root@/opt/otrs/scripts# service httpd restart Stopping httpd: [ OK ] Starting httpd: [ OK ]
After fix:
Refresh your browser page to update the color boxes.
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>