OTRS的安裝和配置

OTRS的名字是由Open-sourceTicket Request System首字母縮略字而來，是1個開源的缺點跟蹤管理系統(tǒng)軟件。OTRS將電話，郵件等各種渠道提交進來的服務(wù)要求歸類為不同的隊列，服務(wù)級別，服務(wù)人員通過OTRS系統(tǒng)來跟蹤和回復(fù)客戶，相對傳統(tǒng)的處理流程來而言，OTRS提供了1個部門或團隊的調(diào)和環(huán)境，以更有效力的方式處理，查詢和跟蹤。

1.安裝和配置Mysql

1）安裝Mysql數(shù)據(jù)庫

# yum -y installmysql-server

2）添加MySql開機啟動

chkconfig mysqld on

3)設(shè)置密碼

#mysql_secure_installation

4）設(shè)置遠程連接

# mysql -uroot -p

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

mysql> FLUSHPRIVILEGES;

5) 設(shè)置Apache連接MySQL

# setseboolhttpd_can-network_connect=1

6)設(shè)置MySQL允許包的大小,添加到[mysqld]下

# vim /etc/my.cnf

 max_allowed_packet=1048576000

 innodb_log_file_size=1024M   //日志大小

重啟mysql

# service mysqldrestart

2.安裝配置Apache

1）安裝Apache

# yum install httpd

2) 添加到開機啟動

# chkconfig httpd on

3) 安裝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）關(guān)閉SElinux

# vim/etc/selinux/config

6）重啟Apache

3. 安裝OTRS

3.1 下載安裝包

# cd /opt

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

解壓安裝包

# tar -zxvf   otrs⑷.0.7.tar.gz

修改文件名

# mvotrs⑷.0.7.tar.gz otrs

3.2 檢查所需模塊關(guān)安裝

1）安裝perl

# yum install perl

2）安裝cpan

# yum install cpan

3）檢查所需模塊

# cd /opt/otrs/bin

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

4）根據(jù)檢查結(jié)果安裝所需模塊

# yum install"perl(Archive:Tar)"

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

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

.

.

.

.

.

沒法安裝的使用以下方法：

# cpan

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

Text::CSV_X YAML::XS

cpan[1]> exit

3.3 創(chuàng)建OTRS用戶

# 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 檢查重要文件

[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 這行下面添加以下：

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

將User apache 將apache修改成otrs

重啟apache

# service httpdrestart

3.7 文件授權(quán)

# cd /opt/otrs

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

配置完成重啟服務(wù)器

# shutdown -r now 或reboot

3.8OTRS初始化配置

1）在閱讀器中輸入以下URL

http://IP地址/otrs/index.pl

２）按提示配置

　　略

３）修改登錄用戶密碼

#　cd /opt/otrs/bin

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

4）登錄頁面

4.安裝模塊

1）安裝ITSM模塊

下載安裝包

# 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）安裝FAQ模塊

# 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）安裝TimeAccounting模塊

# 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

重啟Apache

# service httpdrestart

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