OTRS
From Wikitech
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[http://otrs.org OTRS] is installed on albert.wikimedia.org. | [http://otrs.org OTRS] is installed on albert.wikimedia.org. | ||
*URL is http://ticket.wikimedia.org/otrs/index.pl | *URL is http://ticket.wikimedia.org/otrs/index.pl | ||
| − | |||
*The root user/pass is in /home/wikipedia/doc/otrs | *The root user/pass is in /home/wikipedia/doc/otrs | ||
| − | + | *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. | |
| + | ** On SUSE, the following are some of the changes which were made in order to get OTRS working: | ||
| + | *** 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== | ==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 zwinger | * Login to zwinger | ||
** <tt>vi /etc/postfix</tt>, and add an entry like the following: | ** <tt>vi /etc/postfix</tt>, and add an entry like the following: | ||
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** <tt>postalias /etc/postfix/aliases</tt> | ** <tt>postalias /etc/postfix/aliases</tt> | ||
** <tt>postfix reload</tt> | ** <tt>postfix reload</tt> | ||
| − | * Login to albert | + | * <s>Login to albert</s> |
| − | ** <tt>vi /opt/otrs/.procmailrc</tt>, find the entries looking like this, and add another one: | + | ** <s><tt>vi /opt/otrs/.procmailrc</tt>, find the entries looking like this, and add another one:</s> |
| − | < | + | ::: ''This is not necessary''. |
| − | : | + | |
| − | + | ||
| − | + | ||
| − | + | ||
| − | + | ||
Revision as of 09:53, 29 October 2004
OTRS is installed on albert.wikimedia.org.
- URL is http://ticket.wikimedia.org/otrs/index.pl
- The root user/pass is in /home/wikipedia/doc/otrs
- Installed version 1.2.x on albert using an x86_64 FC2 RPM from Dag's RPM repository, with some command-line work afterwards, using the documentation at [1]. 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 [2] as a guide.
- On SUSE, the following are some of the changes which were made in order to get OTRS working:
- set postfix's MDA to procmail (mailbox_command = /usr/bin/procmail in /etc/procmail/main.cf)
- made postfix listen on all interfaces
- set recipient_delimiter = + in /etc/procmail/main.cf
- set the group for the otrs unix user to nogroup (usermod -G nogroup otrs)
- changed permissions on various files under /opt/otrs using the following command: /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs wwwrun otrs www
- made a vhost entry in the apache2 config, in /etc/apache2/vhosts.d/ticket.wikimedia.org.conf. 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 <Location> entry had to be added for /otrs-web.
- On SUSE, the following are some of the changes which were made in order to get OTRS working:
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 zwinger
- vi /etc/postfix, and add an entry like the following:
noc: otrs+noc (at) albert.wikimedia.org info-en: otrs+info-en (at) albert.wikimedia.org
- postalias /etc/postfix/aliases
- postfix reload
-
Login to albert-
vi /opt/otrs/.procmailrc, find the entries looking like this, and add another one:
-
- This is not necessary.
albert OTRS notes
- 01:14, 28 Sep 2004 (UTC) - (a few hours ago) moved contents of /etc/httpd/conf.d/otrs.conf into /etc/httpd/conf/httpd.conf 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 /opt/otrs/RELEASE does not exist
.
.
.
Ignore the following
When I installed OTRS on zwinger, a workaround was needed to deal with a known problem with perl and UTF-8 (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 Email::Valid.
Encode::_utf8_off($addr); ($addr) = Mail::Address->parse( $addr ); Encode::_utf8_on($addr);
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. -- Jeronim 13:02, 17 Sep 2004 (UTC)
