OTRS

OTRS is installed on albert.wikimedia.org.

• URL is http://ticket.wikimedia.org/otrs/index.pl
• Installed using an rpm from Dag (add link here), with some command-line work afterwards, using the documentation at [1].
• The root user/pass is in /home/wikipedia/doc/otrs

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

• 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:

:0 fhw :
* TO:otrs\+info-en (at) wikimedia.org
| formail -I "X-OTRS-Queue: info-en"

• Now the person(s) taking care of email to that address may log in to OTRS and set up an entry for the queue, the email address, etc.

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Ignore everything below

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)