24 03 2013

Installing OTRS on a cPanel server.

OTRS is an open source ticketing system – http://en.wikipedia.org/wiki/OTRS

Download the latest source from – http://www.otrs.com/en/open-source/get-otrs/software-download/

   cd /opt
   wget http://ftp.otrs.org/pub/otrs/otrs-3.2.3.tar.gz
   tar -xvf otrs-3.2.3.tar.gz
   mv otrs-3.2.3 otrs
   mv otrl /opt/

Check which perl modules are missing

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

Install any missing ones with CPAN

perl -MCPAN -e shell;

For example

cpan> install ModPerl::Util

Setup a subdomain in cPanel, eg support.domain.com

Activate default config files

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

Run the permissions script, replacing <cPanel username> with the actual username of the account.

bin/otrs.SetPermissions.pl --otrs-user=<cPanel username> --web-user=nobody --otrs-group=<cPanel username> --web-group=nobody /opt/otrs

Change the document root of the subdomain (where username is the cPanel username) to /opt/otrs/bin/cgi-bin/

nano /var/cpanel/userdata/(username)/subdomain.domain.com

Setup apache config includes

nano /usr/local/apache/conf/httpd.conf

Find the virtual host for your subdomain and uncomment the line that says;

Include "/usr/local/apache/conf/userdata/std/2/<username>/support.domain.com/*.conf"

Make the include directory

mkdir -p /usr/local/apache/userdata/std/2/(username)/subdomain.domain.com

Create the httpd config

nano /usr/local/apache/userdata/std/2/(username)/subdomain.domain.com/apache2-httpd.include.conf

and paste the following into the file

Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
ScriptAlias / "/opt/otrs/bin/cgi-bin/"
<IfModule mod_perl.c>
       Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl
       PerlModule Apache2::Reload
       PerlInitHandler Apache2::Reload
       PerlModule Apache2::RequestRec
</IfModule>
<Directory "/opt/otrs/bin/cgi-bin/">
       AllowOverride None
       Options +ExecCGI -Includes
       Order allow,deny
       Allow from all
           ErrorDocument 403 /index.pl
         DirectoryIndex index.pl
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
       AllowOverride None
       Order allow,deny
       Allow from all
</Directory>
<IfModule mod_headers.c>
<Directory "/opt/otrs/var/httpd/htdocs/skins/*/*/css-cache">
<FilesMatch "\.(css|CSS)$">
               Header set Cache-Control "max-age=2592000 must-revalidate"
</FilesMatch>
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/js/js-cache">
<FilesMatch "\.(js|JS)$">
               Header set Cache-Control "max-age=2592000 must-revalidate"
</FilesMatch>
</Directory>
</IfModule>

Run the verify vhosts includes script to make sure it won’t break anything

/scripts/verify_vhost_includes

Edit the otrs index.html and change /otrs/index.pl to /index.pl on the second meta line.

nano /opt/otrs/var/httpd/htdocs/index.html

Rebuild your httpd.conf

/scripts/rebuildhttpdconf

Restart apache

service httpd restart

Correct permissions on the otrs directory

chmod -R 755 /opt/otrs/bin/cgi-bin/

Now you just need to run the installer

Go to http://support.domain.com/installer.pl in your browser and run through the wizard (you /will/ need to use the MySQL root login to create the database).

The root MySQL password can be found in;

cat /root/.my.cnf

If it all goes well you will be able to login to http://support.domain.com with;

user: root@localhost
pass: root

Once logged in you can go to ‘manage agents’ and click on root@localhost to change the username/password.

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