OTRS

Creator of OTRS

Install OTRS

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:

Edit MySQL /etc/my.cnf file:

# vi /etc/my.cnf

then add these parameters:

[mysqld]
max_allowed_packet=16M
query_cache_size=48M

Restart mysqld:

# service mysqld restart
Stopping mysqld: [  OK  ]
Starting mysqld: [  OK  ]

After fix:

Refresh your browser page to update the color boxes.

and

Apache settings

CenOS 5.5 install had these areas of interest:

Apache:: DBI issue

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>

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