OTRS: Setting up a ticketing tool

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dpkg-reconfigure locales

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aptitude install libapache2-mod-perl2 libdbd-pg-perl libnet-dns-perl libnet-ldap-perl libio-socket-ssl-perl libpdf-api2-perl libsoap-lite-perl libgd-text-perl libgd-graph-perl libapache-dbi-perl postgresql aspell aspell-en dbconfig-common dictionaries-common javascript-common libalgorithm-diff-perl libalgorithm-diff-xs-perl libaspell15 libauthen-sasl-perl libbit-vector-perl libcarp-clan-perl libcrypt-passwdmd5-perl libdate-pcalc-perl libemail-valid-perl libio-socket-inet6-perl libjs-prototype libjs-yui libmail-pop3client-perl libnet-domain-tld-perl libnet-imap-simple-perl libnet-imap-simple-ssl-perl libnet-smtp-ssl-perl libsocket6-per libtext-csv-perl libtext-csv-xs-perl libtext-diff-perl libxml-feedpp-perl libxml-treepp-perl procmail wwwconfig-common

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useradd -r -d /opt/otrs/ -c 'OTRS user' otrs
usermod -g www-data otrs
cd /opt
wget http://ftp.otrs.org/pub/otrs/otrs-2.4.14.tar.gz
tar -xzf otrs-2.4.14.tar.gz
rm -f otrs-2.4.14.tar.gz
mv otrs-* otrs && cd otrs
cp Kernel/Config.pm.dist Kernel/Config.pm
cp Kernel/Config/GenericAgent.pm.dist Kernel/Config/GenericAgent.pm
perl bin/SetPermissions.pl --otrs-user=otrs --otrs-group=otrs --web-user=www-data --web-group=www-data /opt/otrs

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# --
# added for OTRS (http://otrs.org/)
# $Id: apache2-httpd-new.include.conf,v 1.5 2008/11/10 11:08:55 ub Exp $
# --

# agent, admin and customer frontend
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

# if mod_perl is used
<IfModule mod_perl.c>

    # load all otrs modules
    Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl

    # Apache::Reload - Reload Perl Modules when Changed on Disk
    PerlModule Apache2::Reload
    PerlInitHandler Apache2::Reload
    PerlModule Apache2::RequestRec

    # set mod_perl2 options
    <Location /otrs>
        ErrorDocument 403 /otrs/index.pl
        ErrorDocument 404 /otrs/index.pl
        SetHandler  perl-script
        PerlResponseHandler ModPerl::Registry
        Options +ExecCGI +FollowSymLinks
        PerlOptions +ParseHeaders
        PerlOptions +SetupEnv
        Order allow,deny
        Allow from all
       #<IfModule mod_rewrite.c>
       #   RewriteEngine On
       #   RewriteCond /usr/share/otrs/var/httpd/htdocs/maintenance.html -l
       #   RewriteRule ^.*$ /otrs-web/maintenance.html
       #</IfModule>
    </Location>

</IfModule>

# directory settings
<Directory "/opt/otrs/bin/cgi-bin/">
    AllowOverride None
    Options +ExecCGI -Includes
    Order allow,deny
    Allow from all
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
    AllowOverride None
    Order allow,deny
    Allow from all
</Directory>

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service apache2 restart

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[...]
# Database administrative login by UNIX sockets
local   all         postgres                          ident

# TYPE  DATABASE    USER        CIDR-ADDRESS          METHOD

# OTRS
local   otrs    otrs    md5
host    otrs    otrs    127.0.0.1/32    md5
# "local" is for Unix domain socket connections only
local   all         all                               ident
# IPv4 local connections:
host    all         all         127.0.0.1/32          md5
# IPv6 local connections:
host    all         all         ::1/128               md5

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su postgres
psql
create user otrs password 'otrs' nosuperuser;
create database otrs owner otrs;

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service postgresql restart

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psql -U otrs -W -f scripts/database/otrs-schema.postgresql.sql otrs
psql -U otrs -W -f scripts/database/otrs-initial_insert.postgresql.sql otrs
psql -U otrs -W -f scripts/database/otrs-schema-post.postgresql.sql otrs

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# --
# Kernel/Config.pm - Config file for OTRS kernel
# Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
# --
# $Id: Config.pm.dist,v 1.21 2009/02/16 12:01:43 tr Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
#  Note:
#
#  -->> OTRS does have a lot of config settings. For more settings
#       (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator,
#       LDAP, PostMaster, Session, Preferences, ...) see
#       Kernel/Config/Defaults.pm and copy your wanted lines into "this"
#       config file. This file will not be changed on update!
#
# --

package Kernel::Config;

sub Load {
    my $Self = shift;
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    #         Start of your own config options!!!          #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #

    # ---------------------------------------------------- #
    # database settings                                    #
    # ---------------------------------------------------- #
    # DatabaseHost
    # (The database host.)
    $Self->{DatabaseHost} = 'localhost';
    # Database
    # (The database name.)
    $Self->{Database} = 'otrs';
    # DatabaseUser
    # (The database user.)
    $Self->{DatabaseUser} = 'otrs';
    # DatabasePw
    # (The password of database user. You also can use bin/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};";
    # if you want to use a tcpip connection
#    $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};";

    # ---------------------------------------------------- #
    # fs root directory
    # ---------------------------------------------------- #
    $Self->{Home} = '/opt/otrs';

    # ---------------------------------------------------- #
    # insert your own config settings "here"               #
    # config settings taken from Kernel/Config/Defaults.pm #
    # ---------------------------------------------------- #
    # $Self->{SessionUseCookie} = 0;
    # $Self->{CheckMXRecord} = 0;

    # ---------------------------------------------------- #

    # ---------------------------------------------------- #
    # data inserted by installer                           #
    # ---------------------------------------------------- #
    # $DIBI$

    ##############
    # AGENT PART #
    ##############
    # Allows to define the Agent view (accessible via index.pl)

    $Self->{SecureMode} = 1;
    $Self->{FQDN} = 'ldap.deimos.fr';
    $Self->{AdminEmail} = 'xxx@mycompany.com';
    $Self->{ProductName} = 'Deimosfr';
    $Self->{DefaultLanguage} = 'fr';
    $Self->{DefaultCharset} = 'utf-8';
    $Self->{'LogModule::SysLog::Charset'} = 'utf-8';
    $Self->{'AuthModule::LDAP::Charset'} = 'utf-8';
    $Self->{'AuthSyncModule::LDAP::Charset'} = 'utf-8';

    $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
    $Self->{'AuthModule::LDAP::Host'} = 'ldap.deimos.fr';
    $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=users,dc=deimos,dc=fr';
    $Self->{'AuthModule::LDAP::UID'} = 'uid';
    $Self->{'AuthModule::LDAP::UserLowerCase'} = 1;
    $Self->{'AuthModule::LDAP::Params'} = {
        port    => 389,
        timeout => 120,
        async   => 0,
        version => 3,
    };

    #############
    # SYNC PART #
    #############
    # Sync allows to synchronize customer information in the database once authentication is successful

    $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
    $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap.deimos.fr';
    $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'ou=users,dc=deimos,dc=fr';
    $Self->{'AuthSyncModule::LDAP::UID'} = 'uid';
    $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
        # DB -> LDAP
        UserFirstname => 'givenName',
        UserLastname  => 'sn',
        UserEmail     => 'mail',
    };
    $Self->{'AuthSyncModule::LDAP::Params'} = {
        port    => 389,
        timeout => 120,
        async   => 0,
        version => 3,
    };
    $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
        'users',
    ];

    #################
    # CUSTOMER PART #
    #################
    # Allows to define the Customer view (accessible via customer.pl)

    $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
    $Self->{'Customer::AuthModule::LDAP::Host'} = 'localhost';
    $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=deimos,dc=fr';
    $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid';

    $Self->{CustomerUser} = {
        Name => 'LDAP Backend',
        Module => 'Kernel::System::CustomerUser::LDAP',
        Params => {
            # ldap host
            Host => 'localhost',
            # ldap base dn
            BaseDN => 'dc=deimos,dc=fr',
            # search scope (one|sub)
            SSCOPE => 'sub',
            SourceCharset => 'utf-8',
            DestCharset => 'iso-8859-1',
            Die => 0,
            # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
            Params => {
                port    => 389,
                timeout => 120,
                async   => 0,
                version => 3,
            },
        },
        # customer uniq id
        CustomerKey => 'uid',
        # customer #
        CustomerID => 'mail',
        CustomerUserListFields => ['cn', 'mail'],
        CustomerUserSearchFields => ['uid', 'cn', 'mail'],
        CustomerUserSearchPrefix => '',
        CustomerUserSearchSuffix => '*',
        CustomerUserSearchListLimit => 250,
        CustomerUserPostMasterSearchFields => ['mail'],
        CustomerUserNameFields => ['givenname', 'sn'],
        # show not own tickets in customer panel, CompanyTickets
        CustomerUserExcludePrimaryCustomerID => 0,
        # add a ldap filter for valid users (expert setting)
        # CustomerUserValidFilter => '(!(description=gesperrt))',
        # admin can't change customer preferences
        AdminSetPreferences => 0,
        # cache time to life in sec. - cache any ldap queris
        CacheTTL => 0,
        Map => [
            # note: Login, Email and CustomerID needed!
            # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
            [ 'UserFirstname',  'Firstname',  'givenname',       1, 1, 'var', '', 0 ],
            [ 'UserLastname',   'Lastname',   'sn',              1, 1, 'var', '', 0 ],
            [ 'UserLogin',      'Username',   'uid',             1, 1, 'var', '', 0 ],
            [ 'UserEmail',      'Email',      'mail',            1, 1, 'var', '', 0 ],
       #    [ 'UserCustomerID', 'CustomerID', 'mail',            0, 1, 'var', '', 0 ],
            [ 'UserCustomerID', 'CustomerID', 'o',               0, 1, 'var', '', 0 ],
            [ 'UserCustomerIDs', 'CustomerIDs', 'customerids',   1, 0, 'var', '', 0 ],
            [ 'UserPhone',      'Phone',      'telephoneNumber', 1, 0, 'var', '', 0 ],
        ],
    };

    $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
    $Self->{'SendmailModule::Host'} = 'localhost';
    $Self->{'SendmailModule::Port'} = '25';
    $Self->{'CustomerGroupSupport'} = '1';

    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    #           End of your own config options!!!          #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
}

# ---------------------------------------------------- #
# needed system stuff (don't edit this)                #
# ---------------------------------------------------- #
use strict;
use warnings;

use vars qw(@ISA $VERSION);
use Kernel::Config::Defaults;
push (@ISA, 'Kernel::Config::Defaults');

use vars qw(@ISA $VERSION);
$VERSION = qw($Revision: 1.21 $)[1];

# -----------------------------------------------------#

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[...]
use Apache::DBI ();
Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'password');
use DBI ();

# enable this if you use mysql
#use DBD::mysql ();
#use Kernel::System::DB::mysql;

# enable this if you use postgresql
use DBD::Pg ();
use Kernel::System::DB::postgresql;
[...]

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

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#!/usr/bin/perl

use strict;
use warnings;

# Load lib folders from OTRS directory
use lib "/opt/otrs";

# Load modules
use Kernel::Config;
use Kernel::System::Encode;
use Kernel::System::Log;
use Kernel::System::Time;
use Kernel::System::Main;
use Kernel::System::DB;
use Kernel::System::Ticket;
use DBI;
use Encode ;

# Load objects
my $ConfigObject = Kernel::Config->new();
my $EncodeObject = Kernel::System::Encode->new( ConfigObject => $ConfigObject, );

my $LogObject = Kernel::System::Log->new(
    ConfigObject => $ConfigObject,
    EncodeObject => $EncodeObject,
);

my $TimeObject = Kernel::System::Time->new(
    ConfigObject => $ConfigObject,
    LogObject    => $LogObject,
);

my $MainObject = Kernel::System::Main->new(
    ConfigObject => $ConfigObject,
    EncodeObject => $EncodeObject,
    LogObject    => $LogObject,
);

my $DBObject = Kernel::System::DB->new(
    ConfigObject => $ConfigObject,
    EncodeObject => $EncodeObject,
    LogObject    => $LogObject,
    MainObject   => $MainObject,
);

my $TicketObject = Kernel::System::Ticket->new(
    ConfigObject => $ConfigObject,
    LogObject    => $LogObject,
    DBObject     => $DBObject,
    MainObject   => $MainObject,
    TimeObject   => $TimeObject,
    EncodeObject => $EncodeObject,
);

# Encoding to avoir errors
my $subject = "My subject:-)";
Encode::encode( 'UTF-8', $subject ) or die("Cannot encode subject into UTF-8");

# Create Ticket
my $TicketID = $TicketObject->TicketCreate(
    Title			=> $subject, # now encoded in UTF-8
    CustomerID		        => 'pmavro',
    Queue			=> 'queue',
    Lock			=> 'unlock',
    Priority		        => '1 demande d\'information',
    State			=> 'new',
    Type			=> 'default',
    CustomerUser	        => 'pmavro',
    OwnerID			=> 1,
    UserID			=> 1,
);

# Create Article
my $ArticleID = $TicketObject->ArticleCreate(
    TicketID    => $TicketID,
    ArticleType => 'note-internal',    # email-external|email-internal|phone|fax|...
    SenderType  => 'agent',                           # agent|system|customer4
    From        => 'Some Agent <email@example.com>',  # not required but useful
    To          => 'Some Customer A <customer-a@example.com>',  # not required but useful
    Subject     => $subject,           # required
    Body        => 'the message text',                 # required
    Charset     => 'UTF-8',
    MimeType    => 'text/plain',
    HistoryType => 'OwnerUpdate',
    HistoryComment => 'Some free text!',
    UserID         => 1,
);