OTRS

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

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

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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