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，是一个​​开源​​​的​​缺陷跟踪管理系统​​​​软件​​。OTRS将电话，邮件等各种渠道提交进来的服务请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提供了一个部门或团队的协调环境，以更有效率的方式处理，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/otrs-4.0.7.tar.gz​​

解压安装包

# tar -zxvf   otrs-4.0.7.tar.gz

修改文件名

# mvotrs-4.0.7.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)"

.

.

.

.

.

无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 这行下面添加如下：

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）在浏览器中输入如下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

# 

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/ITSM-4.0.7.opm​​

#/opt/otrs/bin/otrs.PackageManager.pl -a install -p /opt/otrs/bin/ITSM-4.0.7.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/FAQ-4.0.1.opm​​

#/opt/otrs/bin/otrs.PackageManager.pl -a install -p /opt/otrs/bin/FAQ-4.0.1.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/TimeAccounting-4.0.1.opm​​

#/opt/otrs/bin/otrs.PackageManager.pl -a install -p/opt/otrs/bin/TimeAccounting-4.0.1.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