OTRS

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.

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

• 9 Nov 2004
  • 05:52 jeronim: altered /opt/otrs/Kernel/Config.pm 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:

Removed SessionID 182261488cd4d4f6eccfda48994610ac4.
RemoteIP of '182261488cd4d4f6eccfda48994610ac4' (xx.yy.zz.bb) is different with the request IP (xx.yy.zz.aa). Don't grant access!!!

.

.

.

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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)