OTRS的安装和配置

OTRS的名字是由Open-sourceTicket Request System首字母缩略字而来，是1个开源的缺点跟踪管理系统软件。OTRS将电话，邮件等各种渠道提交进来的服务要求归类为不同的队列，服务级别，服务人员通过OTRS系统来跟踪和回复客户，相对传统的处理流程来而言，OTRS提供了1个部门或团队的调和环境，以更有效力的方式处理，查询和跟踪。

 

1.安装和配置Mysql

1）安装Mysql数据库

# yum -y installmysql-server

2）添加MySql开机启动

chkconfig mysqld on

3)设置密码

#mysql_secure_installation

4）设置远程连接

# mysql -uroot -p

mysql> grant allon *.* to 'user'@'%' IDENTIFIED BY 'P@ssw0rd'

mysql> FLUSHPRIVILEGES;

5) 设置Apache连接MySQL

# setseboolhttpd_can-network_connect=1

6)设置MySQL允许包的大小,添加到[mysqld]下

# vim /etc/my.cnf

 max_allowed_packet=1048576000

 innodb_log_file_size=1024M   //日志大小

重启mysql

# service mysqldrestart

 

2.安装配置Apache

1）安装Apache

# yum install httpd

2) 添加到开机启动

# chkconfig httpd on

3) 安装gcc,make

# yum install gccmake

4）配置iptables

# /sbin/iptables -IINPUT -p tcp --dport 80 -j ACCEPT

# /sbin/iptables -IINPUT -p tcp --dport 3306 -j ACCEPT

#/etc/rc.d/init.d/iptables save

5）关闭SElinux

# vim/etc/selinux/config

6）重启Apache

 

3. 安装OTRS

3.1 下载安装包

# cd /opt

# wget ftp://ftp.otrs.org/pub/otrs/otrs⑷.0.7.tar.gz

解压安装包

# tar -zxvf   otrs⑷.0.7.tar.gz

修改文件名

# mvotrs⑷.0.7.tar.gz otrs

 

3.2 检查所需模块关安装

1）安装perl

# yum install perl

2）安装cpan

# yum install cpan

3）检查所需模块

# cd /opt/otrs/bin

# perl/opt/otrs/bin/otrs.CheckModules.pl

4）根据检查结果安装所需模块

# yum install"perl(Archive:Tar)"

# yum install"perl(Archive::Zip)"

# yum install"perl(Date::Format)"

.

.

.

.

.

没法安装的使用以下方法：

 

# cpan

cpan[1]> installMail::IMAPClient PDF::API2 (Crypt::Eksblowfish::Bcrypt Encode::HanExtra

 

Text::CSV_X YAML::XS

cpan[1]> exit

 

3.3 创建OTRS用户

# useradd -d/opt/otrs/ -c 'OTRS user' otrs

 

3.4 激活配置文件

# cd /opt/otrs

# cpKernel/Config.pm.dist Kernel/Config.pm

# cpKernel/Config/GenericAgent.pm.dist Kernel/Config/GenericAgent.pm

 

3.5 检查重要文件

[root@OTRS ~]#perl-cw /opt/otrs/bin/cgi-bin/index.pl

 

[root@OTRS ~]# perl-cw /opt/otrs/bin/cgi-bin/customer.pl

 

[root@OTRS ~]# perl-cw /opt/otrs/bin/otrs.PostMaster.pl

 

3.6 配置Apache

# vim/etc/httpd/conf/httpd.conf

在Includeconf.d/*.conf 这行下面添加以下：

 

Include/opt/otrs/scripts/apache2-httpd.include.conf

 

将User apache 将apache修改成otrs

 

重启apache

# service httpdrestart

 

3.7 文件授权

# cd /opt/otrs

#bin/otrs.SetPermissions.pl --web-grop=apache

 

配置完成重启服务器

# shutdown -r now 或reboot

 

3.8OTRS初始化配置

 

1）在阅读器中输入以下URL

 

http://IP地址/otrs/index.pl

 

２）按提示配置

　　略

３）修改登录用户密码

#　cd /opt/otrs/bin

#  ./otrs.SetPassword.pl root@localhost xxxxxxx

 

4）登录页面

4.安装模块

 

1）安装ITSM模块

下载安装包

# cd /opt/otrs/bin

# wget ftp://ftp.otrs.org/pub/otrs/itsm/bundle4/ITSM⑷.0.7.opm

#/opt/otrs/bin/otrs.PackageManager.pl -a install -p /opt/otrs/bin/ITSM⑷.0.7.opm

#./otrs.RebuildConfig.pl

#./otrs.DeleteCache.pl

# ./otrs.CleanUp.pl

#./otrs.SetPermissions.pl --web-group=apache

 

2）安装FAQ模块

# cd /opt/otrs/bin

# wget ftp://ftp.otrs.org/pub/otrs/packages/FAQ⑷.0.1.opm

#/opt/otrs/bin/otrs.PackageManager.pl -a install -p /opt/otrs/bin/FAQ⑷.0.1.opm

#./otrs.RebuildConfig.pl

#./otrs.DeleteCache.pl

# ./otrs.CleanUp.pl

#./otrs.SetPermissions.pl --web-group=apache

 

3）安装TimeAccounting模块

# cd /opt/otrs/bin

# wget ftp://ftp.otrs.org/pub/otrs/packages/TimeAccounting⑷.0.1.opm

#/opt/otrs/bin/otrs.PackageManager.pl -a install -p/opt/otrs/bin/TimeAccounting⑷.0.1.opm

#./otrs.RebuildConfig.pl

#./otrs.DeleteCache.pl

# ./otrs.CleanUp.pl

#./otrs.SetPermissions.pl --web-group=apache

 

配置完成

重启Apache

# service httpdrestart