Q. What is OTRS ?

-- OTRS is one of the most flexible web-based ticketing systems used for Customer Service, Help Desk, IT Service Management. With a fast implementation and easy customization to your needs it helps you reducing costs and increasing the efficiency and transparency of your business communication.

Step: 1. Bind Host File :

# vi /etc/hosts

10.100.99.13    ser3.domain.com    ser3

-- Save & Quit (:wq)

Step: 2. Disable Selinux & Stop Firewall :

# vi /etc/sysconfig/selinux

SELINUX=disabled

-- Save & Quit (:wq)

# service iptables stop
# chkconfig iptables off

Note: If Iptables service is on, then Adjust iptables to allow Apache Default Port 80.

# vi /etc/sysconfig/iptables

Add the Following Line in Filter Table :

-A INPUT -p tcp -m state --state NEW -m tcp --dport 80 -j ACCEPT

-- Save & Quit (:wq)

# service iptables restart

Step: 3. Reboot the System :

# init 6

Step: 4. Install EPEL Repository :

# yum -y install epel-release

Step: 5. Install MySQL Server :

# yum -y install mysql mysql-server

Step: 6. Start MySQL Service & Set MySQL Root Password :

# service mysqld restart
# chkconfig mysqld on

# mysql_secure_installation

Step: 7. To Change Engine MyISM to InnoDB & Restart MySQL Service :

# vi /etc/my.cnf

-- Add the Following Lines under the [mysqld] Section :

max_allowed_packet=20M
query_cache_size=32M
innodb_log_file_size = 500M
default-storage-engine = InnoDB

-- Save & Quit (:wq)

# service mysqld stop
# mv /var/lib/mysql/ib_logfile0 /var/lib/mysql/ib_logfile0.bak
# mv /var/lib/mysql/ib_logfile1 /var/lib/mysql/ib_logfile1.bak

# service mysqld restart

Step: 8. Create Database For OTRS :

# mysql -u root -p
Enter Password:

mysql> create database otrsdb;
mysql> grant all privileges on otrsdb.* to otrsuser@localhost identified by 'password';
mysql> flush privileges;
mysql> \q

Step: 9. Install Apache Web Server :

# yum -y install httpd httpd-devel wget

Step: 10. Start Apache Service :

# service httpd restart
# chkconfig httpd on

Step: 11. Download & Install OTRS RPM Package :

# cd /mnt
# wget http://ftp.otrs.org/pub/otrs/RPMS/rhel/6/otrs-5.0.10-01.noarch.rpm
# yum -y install otrs-5.0.10-01.noarch.rpm

Step: 12. Restart Apache Service :

# service httpd restart

Step: 13. Install Additional PERL Modules :

# /opt/otrs/bin/otrs.CheckModules.pl

# yum -y install "perl(Crypt::Eksblowfish::Bcrypt)" "perl(DBD::ODBC)" "perl(DBD::Pg)" "perl(Encode::HanExtra)" "perl(GD)" "perl(GD::Text)" "perl(GD::Graph)" "perl(JSON::XS)" "perl(Mail::IMAPClient)" "perl(PDF::API2)" "perl(Text::CSV_XS)" "perl(YAML::XS)"

# /opt/otrs/bin/otrs.CheckModules.pl

Step: 14. Now Install OTRS Through Web Browser :

http://10.100.99.13/otrs/installer.pl

-- Click on "Next".
-- Click on "Accept License & Continue".
-- Database Selection:
     Type: MySQL
     Install Type: Use an existing database for OTRS

-- Click on "Next".
-- Configure MySQL:
     User: otrsuser
     Password: password
     Host: 127.0.0.1
     Database Name: otrsdb
-- Click on "Check Database Settings".
-- Click on "Next".
-- Click on "Next".
-- System Settings:
     AdminEmail: koushik@domain.com
     Organization: Your Organization
-- Click on "Next".
-- Mail Configuration: For Now Skip this Step.

Step: 15. Now Login OTRS Admin Panel :

http://10.100.99.13/otrs/index.pl

User: root@localhost
Password: LvMiOnXJAu2U7Vg6

-- Click on "Login".

Step: 16. To Resolve OTRS Daemon is not running, Do the Following :

# useradd otrs
# chmod -Rf 777 /opt/otrs/Kernel/Config/Files/
# su - otrs
$ /opt/otrs/bin/otrs.Daemon.pl start
$ /opt/otrs/bin/Cron.sh start

Step: 17. To Change Admin Password :

http://10.100.99.13/otrs/index.pl

User: root@localhost
Password: LvMiOnXJAu2U7Vg6

-- Click on "Edit Personal Peferences"
-- Change Password:
     Current password: LvMiOnXJAu2U7Vg6
     New Password: Passw0rd@123
     Verify Password: Passw0rd@123
-- Click on "Update".

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