Installing OTRS ( Open-source Ticket Request System) database

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Hello to all

OTRS ( Open-source Ticket Request System)is a free and open-sourcet rouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them.

It is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.

I have been trying to install OTRS on my 64 bit centos 6.2 using postgreSQL as a database in my virtualbox machine. According to my research it is compatible with MySQL, PostgreSQL, Oracle, Ingres, DB2 and MSSQL.

I downloaded the OTRS rpm version 3.1 beta using wget. The URL was:

# wget http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-3.1.0.beta2-02.noarch.rpm

The next step was to find the dependencies required for OTRS to work.

# rpm -qpR otrs-3.1.0.beta2-02.noarch.rpm
perl
perl(DBI)
perl(URI)
mod_perl
httpd
procmail
perl(Date::Format)
perl(LWP::UserAgent)
perl(Net::DNS)
perl(IO::Socket::SSL)
perl(XML::Parser)
/bin/sh
/bin/sh
rpmlib(PayloadFilesHavePrefix) <= 4.0-1
rpmlib(CompressedFileNames) <= 3.0.4-1
rpmlib(PayloadIsBzip2) <= 3.0.5-1

Next I installed the package as a pre requisite for OTRS to work. I selected Yum to determine the exact Perl package name. For example,

# yum provides "perl(Date::Format)"

Loaded plugins: fastestmirror, security
Loading mirror speeds from cached hostfile
 * base: centos.mirror.aussiehq.net.au
 * extras: mirror.aarnet.edu.au
 * updates: centos.mirror.aussiehq.net.au
1:perl-TimeDate-1.16-11.1.el6.noarch : A Perl module for time and date
                                     : manipulation
Repo        : base
Matched from:
Other       : perl(Date::Format)

I did similar settings for rest of the perl packages and installed them successfully.

# yum install procmail perl-TimeDate perl-libwww-perl perl-Net-DNS perl-IO-Socket-SSL perl-XML-Parser

Now finally I started the installation of the OTRS package.

# rpm -ivh otrs-3.1.0.beta2-02.noarch.rpm
Preparing…                ########################################### [100%]
Check OTRS user … otrs added.
   1:otrs                   ########################################### [100%]
hostname: Unknown host

The next step was:

[httpd services]
 Restart httpd 'service httpd restart'

Now before installing the OTRS database, I confirmed that my database server was running. I opened the following link:

 http:///otrs/installer.pl

I got the following message from the OTRS team which was quite misleading

[OTRS services]
 Start OTRS 'service otrs start' (service otrs {start|stop|status|restart).

((enjoy))

 Your OTRS Team

I then tried to setup PostgreSQL before accessing OTRS.

Initialize PostgreSQL.

# service postgresql initdb

Initializing database:                                     [  OK  ]

Start PostgreSQL.

service postgresql start

Starting postgresql service:                               [  OK  ]

Then I logged in as postgreSQL user and created the OTRS user account.

postgres=# CREATE USER otrs PASSWORD 'otrs' LOGIN NOSUPERUSER;

CREATE ROLE

postgres=# CREATE DATABASE otrs owner otrs;

CREATE DATABASE

Then I created tables and inserted the initial data.

# cd /opt/otrs/scripts/database

Next I entered the OTRS user password when prompted.

# psql -U otrs -W -f otrs-schema.postgresql.sql otrs

# psql -U otrs -W -f otrs-initial_insert.postgresql.sql otrs

# psql -U otrs -W -f otrs-schema-post.postgresql.sql otrs

Now I tried to configure OTRS connection parameters to PostgreSQL, comment the default MySQL parameter and uncomment PostgreSQL's, as well as insert the otrs user password used earlier.

# vim /opt/otrs/Kernel/Config.pm                

    # DatabasePw

    # (The password of database user. You also can use bin/otrs.CryptPassword.pl

    # for crypted passwords.)

     $Self->{DatabasePw} = 'otrs';

    # DatabaseDSN

    # (The database DSN for MySQL ==> more: "man DBD::mysql")

    #    $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

    # (The database DSN for PostgreSQL ==> more: "man DBD::Pg")

    # if you want to use a local socket connection

    $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};";

Now I saved the file and exited from it. Then I started Apache:

# service httpd start

Starting httpd: httpd: apr_sockaddr_info_get() failed for otrs.lan

httpd: Could not reliably determine the server's fully qualified domain name, using 127.0.0.1 for ServerName

                                                           [FAILED]

Now I didn’t get the point why it failed. I then edited /etc/httpd/conf/httpd.conf file and added the following line instead:

ServerName otrs.lan

Then I used another server name and  restarted the Apache

# service httpd start

I checked httpd's error logs and found the following error:

[Mon Jan 09 13:14:56 2012] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server otrs.lan:0, exiting…

[Mon Jan 09 13:15:23 2012] [error] Can't locate DBD/Pg.pm in @INC (@INC contains: /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at /opt/otrs/scripts/apache2-perl-startup.pl line 58.nBEGIN failed–compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 58.nCompilation failed in require at (eval 2) line 1.n

Based on the above logs, it says that perl file named DBD/Pg is missing, to resolve, install missing Perl package.

# yum install perl-DBD-Pg

I then restarted Apache again, and tried to access OTRS.  I tried to access OTRS without specifying the full URL i.e. http://ip.add.re.ss/otrs instead of http://ip.add.re.ss/otrs/index.pl, and Apache spewed this error:

[Mon Jan 09 13:17:31 2012] [error] slurp_filename('/var/www/html/otrs') / opening: (2) No such file or directory at /usr/lib64/perl5/ModPerl/RegistryCooker.pm line 541

I tried to search a lot about the above mentioned error but found nothing useful.

I posted it to a lot of forums but couldn’t find anything that could fix my problem.

See login page and root dashboard screenshot below:

Please help me out to fix the issue. I'll be really grateful

Anxiously waiting for your reply

Kind regards

Jane

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Best Answer by Thathri elsebet.
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Best Answer
Answered By 0 points N/A #138987

Installing OTRS ( Open-source Ticket Request System) database

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Hi,

You have mentioned good interfaces regarding your requirement of getting Open-source Ticket Request System. You know that Open-source Ticket Request System (OTRS) requires several supplementary Perl modules. If you want to install Open-source Ticket Request System from the source you should install those modules manually.

The thing may be completed through package manager of your running Linux allocation or as mentioned above i.e. through the “Perl shell and CPAN”. If you are running ActiveState Perl as for example on Windows you may use PPM – the built-in “Perl Package Manager”.

You are recommended to use your package manager if possible. For more details contact the service provider.  

I hope you understand it.

Answered By 0 points N/A #138988

Installing OTRS ( Open-source Ticket Request System) database

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Hello Jean,

What you are experiencing is most likely a compatibility issue, and therefore you will need to first of all check the system specifications of your computer and verify if it a 32 bit or 64 bit system. Since the OTRS you are installing is a 64 bit, if your computer is a 32 bit then it won't work.

Regards,

Nicke

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