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Software requirements

Mandatory:

  • Perl 5.10.0 or higher (not Perl6)
  • Database (e. g. MySQL, PostgreSQL)
  • Webserver
  • a few Perl modules (see step 2 of the chapter "Installation" for details)

Optional:

  • On the Apache webserver, using mod_perl2 is highly recommended
  • LDAPv2 compliant server (e. g. OpenLDAP)

Installation

The steps below describe how to install OTRS on Linux. This procedure describes 'installation from source'. If you want to deploy on RedHat, CentOS, Fedora, OpenSUSE, or SLES you can also choose to instead install using the RPM from our website at http://otrs.org/downloads Please refer to http://doc.otrs.org/ for detailed instructions on RPM based installation.

If you want to deploy on Windows we ship an installer that automatically installs OTRS, Apache (a webserver), Perl including all modules, MySQL, and sets up the cron jobs for you. Please refer to http://doc.otrs.org/3.3/en/html/installation.html#installation-on-windows for detailed instructions.

The OTRS system user in this example is "otrs" and the installation directory is /opt/otrs. You can adapt these values as needed.

  1. Install tar.gz
shell> cd /opt/
shell> tar -xzvf otrs-x.x.x.tar.gz
shell> mv otrs-x.x.x otrs
  1. Install Additional Perl Modules

Use the following script to get an overview of all installed and required cpan modules.

shell> perl /opt/otrs/bin/otrs.CheckModules.pl

To install missing Perl modules, you can:

###a) Install the packages via the package manager of your Linux distribution.

  • For Red Hat, CentOS, Fedora or compatible systems:

      shell> yum install "perl(Digest::MD5)"

  • For SUSE Linux Enterprise Server, openSUSE or compatible systems: first determine the name of the package the module is shipped in. Usually the package for My::Module would be called "perl-My-Module".

      shell> zypper search Digest::MD5

  Then install:

  shell> zypper install perl-Digest-MD5

  • For Debian, Ubuntu or compatible systems first determine the name of the package the module is shipped in. Usually the package for My::Module would be called "libmy-module-perl".

      shell> apt-cache search Digest::MD5

  Then install:

  shell> apt-get install libdigest-md5-perl

Please note that it might be that you can't find all modules or their required versions in your distribution repository, in that case you might choose to install those modules via CPAN (see below).

###or

###b) Install the required modules via the CPAN shell

note that when you're on Linux you should run CPAN as your superuser account because the modules should be accessible both by the OTRS account and the account under which the web server is running.

shell> perl -MCPAN -e shell;
...
install Digest::MD5
install Crypt::PasswdMD5
...

Any optional modules listed by the script should be installed depending on the special requirements of the target system.

  1. Create OTRS User

Create user:

shell> useradd -d /opt/otrs/ -c 'OTRS user' otrs

Add user to webserver group (if the webserver is not running as the OTRS user):

shell> usermod -G www otrs
(SUSE=www, Red Hat/CentOS/Fedora=apache, Debian/Ubuntu=www-data)
  1. Activate Default Config Files

There are two OTRS config files bundled in $OTRS_HOME/Kernel/.dist and $OTRS_HOME/Kernel/Config/.dist. You must activate them by copying them without the ".dist" filename extension.

shell> cd /opt/otrs/
shell> cp Kernel/Config.pm.dist Kernel/Config.pm
shell> cp Kernel/Config/GenericAgent.pm.dist Kernel/Config/GenericAgent.pm

Or if you are installing OTRS an a Windows system:

shell> copy Kernel/Config.pm.dist Kernel/Config.pm
shell> copy Kernel/Config/GenericAgent.pm.dist Kernel/Config/GenericAgent.pm
  1. Check if all needed modules are installed
shell> perl -cw /opt/otrs/bin/cgi-bin/index.pl
/opt/otrs/bin/cgi-bin/index.pl syntax OK

shell> perl -cw /opt/otrs/bin/cgi-bin/customer.pl
/opt/otrs/bin/cgi-bin/customer.pl syntax OK

shell> perl -cw /opt/otrs/bin/otrs.PostMaster.pl
/opt/otrs/bin/otrs.PostMaster.pl syntax OK

"syntax OK" tells you all mandatory perl modules are installed.

  1. Web Server

Please follow README.webserver.md.

  1. File Permissions

File permissions need to be adjusted to allow OTRS to read and write files:

shell> bin/otrs.SetPermissions.pl --otrs-user=<OTRS_USER> --web-user=<WEBSERVER_USER> [--otrs-group=<OTRS_GROUP>] [--web-group=<WEB_GROUP>] <OTRS_HOME>

For example:

  • Web server which runs as the OTRS user:

      shell> bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=otrs /opt/otrs

  • Webserver with wwwrun user (e. g. SUSE):

      shell> bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=wwwrun /opt/otrs

  • Webserver with apache user (e. g. Red Hat, CentOS):

      shell> bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache /opt/otrs

  • Webserver with www-data user (e. g. Debian, Ubuntu):

      shell> bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=www-data --otrs-group=www-data --web-group=www-data /opt/otrs
  1. Database setup

If you use MySQL, you can use the Web based installer (http://yourhost/otrs/installer.pl). Otherwise, please follow README.database for instructions.

  1. First login
http://yourhost/otrs/index.pl
User: root@localhost
PW: root

With this step, the basic system setup is finished.

  1. First email

To check email reception, you can pipe an email directly into /opt/otrs/bin/otrs.Postmaster.pl:

shell> cat /opt/otrs/doc/sample_mails/test-email-1.box | /opt/otrs/bin/otrs.PostMaster.pl
  1. Cronjobs for the OTRS user

There are several OTRS default cronjobs in $OTRS_HOME/var/cron/*.dist. They can be activated by copying them without the ".dist" filename extension.

shell> cd var/cron
shell> for foo in *.dist; do cp $foo `basename $foo .dist`; done

To schedule these cronjobs on your system, you can use the script Cron.sh. Make sure to execute it as the OTRS system user!

  • Scheduling the cronjobs for the first time:

      shell> /opt/otrs/bin/Cron.sh start

  • Updating the cronjob schedules if you made changes:

      shell> /opt/otrs/bin/Cron.sh restart

  • Stopping the cronjobs (useful for maintenance):

      shell> /opt/otrs/bin/Cron.sh stop
  1. OTRS Scheduler Service

OTRS comes with a scheduler service that is used to perform asynchronous tasks.

The OTRS RPMs will set up the Scheduler Service automatically. If you install from source, you can install the service by copying the scripts/otrs-scheduler-linux file to /etc/init.d and giving it the appropriate permissions.

This will make sure the scheduler service starts when the system starts up.

Notes

We advise you to read the OTRS performance tuning chapter on our homepage: http://doc.otrs.org/3.3/en/html/performance-tuning.html.

If you encounter problems with the installation, you can send a message to our mailing list [email protected] (http://lists.otrs.org/).

You can also ask the OTRS Group to either help you in planning or deploying OTRS, or review your installed OTRS system. Our professional services are designed to help you deploy OTRS faster and to get the most benefit out of OTRS. See for more information: http://www.otrs.com/en/services/

((enjoy))

Your OTRS Team