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 db9, replica on db10. OTRS uses only the primary DB, they apparently don't support slaves.
• The codebase is patched, e.g. for supporting one-click-spam. The patches can be found at http://svn.wikimedia.org/svnroot/mediawiki/trunk/otrs

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. Stop postfix. You don't want to have mail coming in while OTRS is broken.
2. Fetch new OTRS code
3. Decompress into /opt/otrs-X.Y.Z
4. Get the patches with svn export -f -d /opt/otrs-X.Y.Z http://svn.wikimedia.org/svnroot/mediawiki/trunk/otrs
5. Apply them with quilt push -a
6. Copy in Kernel/Config/Files/*, home, var/log, var/stats, var/sessions
7. Symlink the templates...
   • cd Kernel/Output/HTML && ln -s Standard OTRS
8. Set permissions on the dir, eg:
   • bin/SetPermissions.pl --secure --otrs-user=otrs --web-user=apache --otrs-group=otrs --web-group=apache /opt/otrs-X.Y.Z
9. change the /opt/otrs symlink to the new version
10. start postfix
11. send a mail to e.g. info-en and check that it shows up in OTRS