Open Source Ticket Request System
Posted on July 25, 2006
After search around I found [tag]Open Source[/tag] [tag]Ticket[/tag] Request System(OTRS) is popular among few otheropen source ticketing system.
I download the OTRS this afternoon.
The documentation is very simple and clear.
user1@myplanet:/opt$tar xf /tmp/otrs-2.0.0.tar.gz
user1@myplanet:/opt$sudo useradd -d /opt/otrs/ -c 'OTRS user' otrs
user1@myplanet:/opt$sudo usermod -G nogroup otrs
user1@myplanet:/opt$cd otrs/Kernel/
user1@myplanet:/opt$sudo cp Config.pm.dist Config.pm
user1@myplanet:/opt$cd Config
user1@myplanet:/opt$sudo for foo in *.dist; do cp $foo `basename $foo .dist`; done
user1@myplanet:/opt$
The last step to prepare the installation of OTRS is to set the proper access rights for the files of the ticket system. You can use the script SetPermissions.sh, which is located in the bin directory in the home directory of the OTRS user. The script can be executed with the following parameters:
SetPermissions.sh { Home directory of the OTRS user } { OTRS user } { Web server user } [ Group of the OTRS user ] [ Group of the web server user ]
Is your web server running with the same user rights as OTRS, the command to set the proper access rights is SetPermissions.sh /opt/otrs otrs otrs. On SUSE systems the web server is running with the user rights of wwwrun. You would use the command SetPermissions.sh /opt/otrs otrs wwwrun to set the proper access rights.
Please make sure that your have all Perl modules installed:
user1@myplanet:/opt$cd /opt/otrs/bin/
user1@myplanet:/opt$sudo ./otrs.checkModules
user1@myplanet:/opt$
Execute also the two commands perl cw bin/cgi-bin/index.pl and perl cw bin/PostMaster.pl after changing into the directory /opt/otrs. If the output of both commands is “syntax OK”, you have a proper perl installation to use with OTRS.
user1@myplanet:/opt$ cd /opt/otrs
user1@myplanet:/opt$sudo perl -cw cgi-bin/installer.pl
cgi-bin/installer.pl syntax OK
user1@myplanet:/opt$sudo perl -cw PostMaster.pl
PostMaster.pl syntax OK
user1@myplanet:/opt$
Copy the following virtual host setting and paste into your [tag]apache[/tag] and restart the apache services.
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
AllowOverride None
Options +ExecCGI -Includes
Order allow,deny
Allow from all
AllowOverride None
Order allow,deny
Allow from all
Open your favorite browser and go to: http://localhost/otrs/installer.pl
to access the start page of the web installer. Just follow the few steps through the installation process.
If you need more information or screen shot, please visit here.
Hope this can help!
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Comments
3 Responses to “Open Source Ticket Request System”
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What does the software do? Is it a help desk/support ticketing system like kayako?
Neo, yes it’s similar and it’s free. kayako have to buy right?
If you need a support ticketing system, GPL, easy to install : http://www.osticket.com