OTRS

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 srv179, replica on ????. OTRS uses only the primary DB, they apparently don't support slaves.
• The codebase is patched, e.g. for supporting one-click-spam
  • since we have no current record of such patches, such patches are being removed. if you find them and can narrow them down, please point them out

You no longer need to invoke a specific script or update config files to add email addresses to OTRS; mchenry will automatically see that the queue exists or has disappeared.

It is possible (due to negative caching at the secondary mail exchangers) that new addresses will take up to two hours to begin working.

To upgrade

1. Fetch new OTRS code
2. Decompress into /opt/otrs-X.Y.Z
3. Copy in Kernel/Config files...
4. Set it to use the shared var dir:
   • mv var var-dist && ln -s ../otrs-var var
5. Symlink the templates...
   • cd Kernel/Output/HTML && ln -s Standard OTRS
6. Set permissions on the dir, eg:
   • bin/SetPermissions.sh /opt/otrs-2.1.8 otrs apache otrs apache
7. Apply patches
   • What patches? Please add record of them!

Troubleshooting

• After 2.1.8 upgrade, ticket zooming failed trying to load Kernel::System::LinkObject::FAQ. Had to go to the Admin Package Manager screen and reinstall the FAQ module.