OTRS

Revision as of 19:02, 28 March 2007

OTRS is installed on bart.wikimedia.org.

Source is in /opt/otrs
Config file is /opt/otrs/Kernel/Config.pm
URL is https://secure.wikimedia.org/otrs/index.pl
The root user/pass is in /home/wikipedia/doc/otrs
Primary db is on srv7, replica on srv8. OTRS uses only the primary DB, they apparently don't support slaves.
The codebase is patched, e.g. for supporting one-click-spam

How to add another foo (at) wikimedia.org address to OTRS

Have the person(s) who are taking care of email to the new address create a group, a queue, and an email address entry in OTRS using the web interface.
On goeje, add to /etc/postfix/aliases something like

noc:            otrs
info-en:        otrs

- newaliases
- It might take up to 15 minutes for the new aliases to replicate to the other mail gateways
~~Login to albert~~

Template:PD

@@ Line 1: / Line 1: @@
-{{fixme|OTRS has moved}}
-'''''This page is not up-to-date - OTRS has moved to some other machine, file locations have changed, etc'''''
+[http://otrs.org OTRS] is installed on bart.wikimedia.org.
-[http://otrs.org OTRS] is installed on mint.knams.wikimedia.org.
 *Source is in <tt>/opt/otrs</tt>
 *Config file is <tt>/opt/otrs/Kernel/Config.pm</tt>
-*URL is https://ticket.wikimedia.org/
+*URL is https://secure.wikimedia.org/otrs/index.pl
 *The root user/pass is in /home/wikipedia/doc/otrs
-*<s>Installed version 1.2.x on [[albert]] using an x86_64 FC2 RPM from [http://dag.wieers.com/packages/ Dag's RPM repository], with some command-line work afterwards, using the documentation at [http://doc.otrs.org/1.2/en/html/install-cli.html].  Later albert was converted to [[SUSE]], the backed-up /opt/otrs tree was copied back in, upgraded to version 1.3.2, and tweaked into shape, using [http://doc.otrs.org/1.3/en/html/install-cli.html#INSTALL-CLI-INSTALL] as a guide.</s>
+*Primary db is on [[srv7]], replica on [[srv8]]. OTRS uses only the primary DB, they apparently don't support slaves.
-** On SUSE, the following are some of the changes which were made in order to get OTRS working:
+*The codebase is patched, e.g. for supporting one-click-spam
-*** set postfix's MDA to procmail (<tt>mailbox_command = /usr/bin/procmail</tt> in <tt>/etc/procmail/main.cf</tt>)
-*** made postfix listen on all interfaces
-*** set <tt>recipient_delimiter = +</tt> in <tt>/etc/procmail/main.cf</tt>
-*** set the group for the otrs unix user to ''nogroup'' (<tt>usermod -G nogroup otrs</tt>)
-*** changed permissions on various files under <tt>/opt/otrs</tt> using the following command: <tt>/opt/otrs/bin/SetPermissions.sh /opt/otrs otrs wwwrun otrs www</tt>
-*** made a vhost entry in the apache2 config, in <tt>/etc/apache2/vhosts.d/ticket.wikimedia.org.conf</tt>.  This was mostly the same as the corresponding vhost section from the apache2 config on albert when albert was Fedora Core 2, except that a <tt><Location></tt> entry had to be added for <tt>/otrs-web</tt>.
 ==How to add another foo (at) wikimedia.org address to OTRS==
 * Have the person(s) who are taking care of email to the new address create a group, a queue, and an email address entry in OTRS using the web interface.
-* Login to mint
+* On goeje, add to /etc/postfix/aliases something like
-** <tt>vi /etc/aliases</tt>, and add an entry like the following: ( ---> ''note the'' <tt>otrs+</tt> ''bit'' <--- )
 <pre>
-noc:            otrs+noc
+noc:            otrs
-info-en:        otrs+info-en
+info-en:        otrs
 </pre>
-** <tt>postalias /etc/aliases</tt>
+** <tt>newaliases</tt>
-** <tt>postfix reload</tt>
+** It might take up to 15 minutes for the new aliases to replicate to the other mail gateways
 * <s>Login to albert</s>
-** <s><tt>vi /opt/otrs/.procmailrc</tt>, find the entries looking like this, and add another one:</s>
-::: ''This is not necessary''.
-==albert OTRS notes==
-* 01:14, 28 Sep 2004 (UTC) - (a few hours ago) moved contents of <tt>/etc/httpd/conf.d/otrs.conf</tt> into <tt>/etc/httpd/conf/httpd.conf</tt> and put it in a new VirtualHost section, for ticket.wikimedia.org.
-* 01:14, 28 Sep 2004 (UTC) - apache is complaining in error log that <tt>/opt/otrs/RELEASE</tt> does not exist
-* 9 Nov 2004
-** 05:52 jeronim: altered <tt>/opt/otrs/Kernel/Config.pm</tt> so that the below problem should go away
-** 05:20 jeronim: someone from AOL is being logged out from [[OTRS]] because of their rotating proxy setup:
-<pre>
-Removed SessionID 182261488cd4d4f6eccfda48994610ac4.
-RemoteIP of '182261488cd4d4f6eccfda48994610ac4' (xx.yy.zz.bb) is different with the request IP (xx.yy.zz.aa). Don't grant access!!!
-</pre>
-.
-.
-.
-----
-==''Ignore the following''==
-When I installed OTRS on zwinger, a workaround was needed to deal with a known problem with perl and UTF-8 ([https://bugzilla.redhat.com/bugzilla/show_bug.cgi?id=106228 Redhat bug report]).  The 1st and 3rd lines in the below code snippet were added in /opt/otrs/Kernel/cpan-lib/Email/Valid.pm, which is the CPAN module <tt>Email::Valid</tt>.
-<pre>
-Encode::_utf8_off($addr);
-($addr) = Mail::Address->parse( $addr );
-Encode::_utf8_on($addr);
-</pre>
-In order to get OTRS working properly on zwinger, this workaround would have to have been added in about 30 places.  I chose to install it on albert instead, and it seems to work fine without any ugly hacks. -- [[User:Jeronim|Jeronim]] 13:02, 17 Sep 2004 (UTC)
 {{PD}}
 [[Category:Mail]]

OTRS

Revision as of 19:02, 28 March 2007

How to add another foo (at) wikimedia.org address to OTRS

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