Table of Contents
Abstract
This chapter describes the installation and the basic configuration of the central OTRS framework. You'll find information about installing OTRS from source or with a binary package, for example RPM or with the Windows Installer.
The configuration of the web and database server, the interface between OTRS and the database, the installation of needed Perl modules, setting proper access rights for OTRS, setting up the cron jobs for OTRS and some basic settings in the configuration files of OTRS are described in this chapter.
When you have finished reading this chapter, you should have a running OTRS system installed on your operating system where you can login and administrate the system via the web interface.
The simplest and most comfortable way to install OTRS is to use pre-built packages. Many pre-built packages of OTRS can be found in the download area on http://www.otrs.org . The following sections describe the installation of OTRS with a pre-built or binary package on SUSE, Debian and Microsoft Windows systems. Use pre-built packages to install OTRS and only setup OTRS manually, if you have no other possibility.
This section describes the installation of a pre-built rpm package on a SUSE Linux distro. We tested the SUSE versions from 7.x to 10.0. Before you start the installation please have a look on http://www.otrs.org and check, if a newer OTRS rpm package is available. Please use the newer rpm package, if available.
Please install OTRS with yast (yast2) or via the command line and rpm. Because OTRS needs some Perl modules which are not installed on a SUSE system by default, we recommend to use yast, because yast solves the package dependencies automatically.
If you decide to install OTRS via the command line and
rpm, you have to install the needed Perl modules
manually before. Lets say, that you have saved the file
otrs.rpm
into the directory
/tmp
, you can execute the following command to install
OTRS:
linux:~ # rpm -ivh /tmp/otrs.rpm otrs ################################################## Check OTRS user (/etc/passwd)... otrs exists. Next steps: [SuSEconfig] Execute 'SuSEconfig' to configure the web server. [start Apache and MySQL] Execute 'rcapache restart' and 'rcmysql start' in case they don't run. [install the OTRS database] Use a web browser and open this link: http://localhost/otrs/installer.pl [OTRS services] Start OTRS 'rcotrs start-force' (rcotrs {start|stop|status|restart|start-force|stop-force}). Have fun! Your OTRS Team http://otrs.org/ linux:~ #
After the installation of the OTRS rpm package, you have to run SuSEconfig. Use the following command:
linux:~ # SuSEconfig Starting SuSEconfig, the SuSE Configuration Tool... Running in full featured mode. Reading /etc/sysconfig and updating the system... Executing /sbin/conf.d/SuSEconfig.aaa_at_first... Executing /sbin/conf.d/SuSEconfig.apache... Including /opt/otrs/scripts/apache-httpd.include.conf Executing /sbin/conf.d/SuSEconfig.bootsplash... Executing /sbin/conf.d/SuSEconfig.doublecheck... Executing /sbin/conf.d/SuSEconfig.guile... Executing /sbin/conf.d/SuSEconfig.hostname... Executing /sbin/conf.d/SuSEconfig.ispell... Executing /sbin/conf.d/SuSEconfig.perl... Executing /sbin/conf.d/SuSEconfig.permissions... Executing /sbin/conf.d/SuSEconfig.postfix... Setting up postfix local as MDA... Setting SPAM protection to "off"... Executing /sbin/conf.d/SuSEconfig.profiles... Finished. linux:~ #
The installation of the OTRS rpm is finished. Restart your web server to load the OTRS specific changes in your web server configuration:
linux:~ # rcapache restart Shutting down httpd done Starting httpd [ PERL ] done linux:~ #
In the next step you have to setup the OTRS database. If you use MySQL as the database back-end, you can use the web installer of OTRS to setup the database. Use the following address to access the web installer start file.
http://localhost/otrs/installer.pl
The web installer starts. Please follow the steps and setup the system.
It is never a good idea to use default passwords. Please change the default password for the OTRS database!
Please restart the OTRS service now, to use the new configuration settings:
linux:~ # rcotrs restart-force Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. no crontab for otrs Shutting down cronjobs ... failed! Shutting down OTRS (completely) Shutting down Apache ... done. Shutting down MySQL ... done. done Starting OTRS (completely) Starting Apache ... done. Starting MySQL ... done. Starting OTRS Checking Apache ... done. Checking MySQL ... done. Checking database connect... (It looks Ok!). Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://linux.example.com/otrs/index.pl <<-- done done linux:~ #
Now the installation of OTRS is finished and you should be able to work with the system. To log into the web interface of OTRS, use the address http://localhost/otrs/index.pl in your web browser. Log in as OTRS administrator and configure the system for your needs. To log in as OTRS administrator use the username root@localhost and the default password root.
Please change the password for the root@localhost account as soon as possible.
Torsten Werner, the maintainer of the Debian OTRS package, kindly provided excellent documentation on the installation of OTRS on Debian systems. The document can be found on: http://www.writely.com/View?docid=drm3kmx_0cbr3x9 .
Installing OTRS on a Microsoft Window system is very easy. Download the latest installer for Win32 from http://www.otrs.org/download/ and save the file to your local file system. Then simply click on the file to execute the installer. Follow the few installation steps to setup the system, after installation you should be able to login as OTRS administrator.
The Win32 installer for OTRS contains all needed components for the trouble ticket system. That means, that also the apache2 web server, the MySQL database server, Perl with all needed modules and cron for Windows will be installed. For that reason you should only install OTRS on Windows systems that don't already have apache2 or another web server and MySQL installed.