Part 2 – Installing OTRS 3.1
For further information about OTRS, please head over to their open source page at http://www.otrs.com/en/open-source/.
The link “Get OTRS” will get you to the download page for OTRS 3.1. The
download page gets flipped upside down ever so often, but make sure you
download the stable version for CentOS / Red Hat / Fedore (the package
is the same for all Red Hat based distributions). Unfortunately I can
now longer find any checksums listed to verify the downloaded package,
but if they should reaper then always verify the package before
To download the current version of OTRS (3.1.3) use the command:
We’ll be using “localinstall” to install the package as this method
will use the enabled repositories to resolve additional dependencies.
Since we don’t have a GPG signature for this package, gpgcheck needs to
be disabled for the install to complete.
Install OTRS 3.1 by using the command:
When the installation completes, restart the web server by using the command:
You should also pay notice the information OTRS displays on your
console. Fire up a web browser and follow the (respective) instructions
Follow the instructions to start the OTRS web installer
OTRS 3.1 – Running the web installer
This should not present much of a challenge if you have memorized
your database root password, and have an understanding of your current
- When you load the install path in your browser, you’re greeted by
some general info about how to contact OTRS and the steps involved in
the install process.
CentOS 6.2 – Welcome to OTRS
- Read and accept the GNU Affero General Public License
CentOS 6.2 – OTRS GNU Affero General Public License
- Database configuration. Enter the root password you selected during
the MySQL server install and set a new password for the otrs user (don’t
keep the default password)
CentOS 6.2 – OTRS database configuration
- Database configuration successfully completed.
CentOS 6.2 – OTRS creating database and user
- System settings. Make sure the fqdn is correct and enter an email address for the system administrator.
CentOS 6.2 – OTRS system settings
- Mail settings. This will depend on your setup but in my case the
outbound SMTP host is localhost as I’m using the previously configured
sendmail for SMTP. Use what matches your needs and click the “Check mail
CentOS 6.2 – OTRS mail setup
- Verify your mail setup.
CentOS 6.2 – OTRS verify mail settings
- Register your OTRS installation, or skip it to compete the installation without registering.
CentOS 6.2 – OTRS registration
- Congratulations, OTRS is installed.
CentOS 6.2 – OTRS installation completed
OTRS 3.1 – Post install tweaks.
in as the admin user (root@localhost) and change the default password
for your admin account by clicking the username link in the upper right
portion of the window.
we’ll change the sender email address for OTRS. Select the “Admin tab”
=> [Email Settings] => [Email Addresses "set the sender email
addresses for this system"]. Make sure this address isn’t a localhost
address (otrs@localhost) as this will make outbound messages from OTRS
likely to bounce since few SMTP server’s will accept such an address.
that out of the way, head over to the “Support Assessment” to check the
status of our OTRS installation. Select the “Admin tab” => [System
Administration] => [Support Assessment "Admin-Support Overview].
Notice the red and orange icons which indicates the need for tweaking
the install. Also scroll down to the list of installed Perl modules and
notice that a lot of modules report the status “Not installed”.
Installing additional Perl modules from CPAN will significantly boost up
functionality / features and performance. We’ll handle that shortly but
first we should install the needed cron jobs to allow OTRS to
automate communication with other systems and keep up with self
OTRS 3.1 – Installing cron jobs for the ‘otrs’ user
The cron jobs should be run with the same user rights that were
specified for the OTRS modules. That means that the cron jobs must be
inserted into the crontab file of the ‘otrs’ user. However the ‘otrs’
user doesn’t have a shell so we can’t switch to ‘otrs’ with the command su otrs.
We could of course give a temporary shell to the ‘otrs’ user but
actually, we can still manage by passing some additional arguments to
the su command.
To install the needed cron jobs for the ‘otrs’ user pass the following command:
Then to verify the result by listing all cron jobs for ‘otrs’, run the command:
OTRS 3.1 – Tuning MySQL
Remember the warnings from the OTRS “Support Assessment” regarding
MySQL max_allowed_packet and query_cache_size. Lets fix that by editing
the MySQL config file with the command:
Add the directives:
The MySQL config file should be in the following format:
Then restart the MySQL server with the command:
OTRS 3.1 – Installing additional Perl modules from CPAN
CPAN, the Comprehensive Perl Archive Network, is an archive of over
100,000 modules of software written in Perl. However, setting up up a
CPAN toolchain can be rather complex if you’re not familiar with CPAN
(or Perl). Since all we want to do is to install a few additional Perl
modules, let us pick the easiest route possible.
And the easiest route possible is definitely CPAN Minus:
cpanminus is a script to get, unpack, build and install modules from
CPAN and does nothing else. It’s dependency free (can bootstrap itself),
requires zero configuration, and stands alone. When running, it
requires only 10MB of RAM.
Before installing, make sure you have already installed the following packages:
If not, install them with the command
Now, install cpanminus with the command:
cpanminus has done it’s thing (might take awhile), check what Perl
modules we should install by having OTRS listing them with the command:
As an example, to install the module for PDF output we would use the command:
Installing multiple modules in one batch is supported.
Before wrapping up the CPAN part, i would just like to recommended pm-uninstall for, yes a simple way to uninstall Perl modules.
In conclusion, some of the steps in this guide are not really needed
to get OTRS up and running, but it’s always a good idea to optimize
everything under your control.
You might also argue that we should have used SSL for all mail exchange, and you would be right.
part 1(from: http://www.blog.paranoidpenguin.net/2012/04/how-to-install-otrs-3-1-on-centos-6-2-part-1/ )