Inhaltsverzeichnis
Dieser Abschnitt beschreibt die Installation und die grundlegende Einrichtung des zentralen OTRS Frameworks. Dabei wird die Installation von OTRS aus dem Quellcode erläutert, wie auch über Binärpakete wie RPM oder ausführbare Dateien für Windows.
Dieses Kapitel beschreibt die Einrichtung des Web- und Datenbankservers, die Schnittstelle zwischen OTRS und der Datenbank, das Einspielen einzelner Perl-Module, das Setzen der richtigen Berechtigungen, die Einrichtung der OTRS-eigenen cron-Jobs sowie grundlegende Einstellungen in den OTRS-Konfigurationsdateien.
Folgen Sie den Schritten in diesem Kapitel, um OTRS auf Ihrem Server zu installieren. Dann können Sie sich über die Weboberfläche anmelden und das System administrieren.
If available for your platform you should use pre-built packages to install OTRS, since it is the simplest and most convenient method. You can find them in the download area at http://www.otrs.com . The following sections describe the installation of OTRS with a pre-built or binary package on SUSE, Red Hat and Microsoft Windows systems. Only if you are unable to use the pre-built packages for some reason should you follow the manual process.
This section describes the installation of our RPM package on a SUSE Linux server. We have tested against all recent SLES and openSUSE versions. Before you start the installation, please visit http://www.otrs.com/downloads and make sure you use the latest OTRS RPM package available.
You can use OTRS using different database back-ends: MySQL, PostgreSQL, Oracle or Microsoft SQL Server. The most popular database to deploy OTRS on is MySQL. This chapter shows the steps you need to take to configure MySQL on a SUSE-based server. Of course you can install the database on a dedicated database server if needed for scalability or other purposes.
If you follow this chapter on openSUSE 12.3 and up you'll actually not install MySQL but MariaDB instead, a MySQL compatible fork of the MySQL code. This is no problem, it will work just as well (and even a little better at some points).
Install MySQL by executing the following command as root:
linux:~ # zypper install mysql perl-DBD-mysql
This will install MySQL with the default options on your system. You'll need
to change the defaults in order to make it suitable for OTRS. With a text
editor open the file /etc/my.cnf
and change the line
with max_allowed_packet on it, and add a line below, like
this:
max_allowed_packet = 16M query_cache_size = 32M
Now execute rcmysql restart to re-start the database server and activate these changes. Then run /usr/bin/mysql_secure_installation and follow the on-screen instructions to set a database root password, remove anonymous access and remove the test database. Lastly, run chkconfig -a mysql in order to make sure mysql is automatically started at server startup time.
Install OTRS with via the command line using zypper. This will also pull in some dependencies such as the apache web server and some Perl modules. Make sure you copied the OTRS RPM file to the current directory.
otrs-sles:~ # zypper install otrs-3.2.*.rpm .... Retrieving package otrs-3.2.3-01.noarch (1/26), 17.5 MiB (74.3 MiB unpacked) Installing: otrs-3.2.3-01 [done] Additional rpm output: Check OTRS user ... otrs added. Next steps: [start database and Apache] Make sure your database is running and execute 'rcapache2 restart'. [install the OTRS database] Use a webbrowser and open this link: http://myserver.example.com/otrs/installer.pl [OTRS services] Start OTRS 'rcotrs start-force' (rcotrs {start|stop|status|restart|start-force| stop-force}). ((enjoy)) Your OTRS Team http://otrs.org/ otrs-sles:~ #
Skript: Kommando für die Installation von OTRS.
The OTRS installation is done. Start your web server to load the OTRS specific changes in its configuration, as shown in the script below. Also run chkconfig to make sure OTRS is automatically started when the server reboots.
otrs-sles:~ # chkconfig -a apache2 apache2 0:off 1:off 2:off 3:on 4:off 5:on 6:off otrs-sles:~ # rcapache2 start Starting httpd2 (prefork) httpd2-prefork: Could not reliably determine the server's fully qualified domain name, using 10.x.x.x for ServerName done otrs-sles:~ #
Script: Starting the web server.
OTRS needs some more modules than can be installed by the RPM. You can
post-install them manually. You can check what modules you are missing by
running the bin/otrs.CheckModules.pl
script located in
the /opt/otrs
directory. Some modules are only needed
for optional functionality, such as communication with IMAP(S) servers or
PDF generation. On SLES you should add an external repository to the zypper
configuration in order to get the modules needed for your system. Choose
the module needed for your OS version from here: http://download.opensuse.org/repositories/devel:/languages:/perl/.
Add the repository like this for SLES 11 SP2:
zypper ar -f -n perl http://download.opensuse.org/repositories/devel:/languages:/perl/SLE_11_SP2 Perl
On openSUSE 12.3 the extra repository is only needed for the Mail::IMAPClient module, which you'd only need if you need to collect mails from an IMAP server secured with TLS. The corresponding line would look like this:
zypper ar -f -n perl http://download.opensuse.org/repositories/devel:/languages:/perl/openSUSE_12.3/ Perl
The first time you use zypper after you added this repository, you will be prompted to add its key. Now you can install missing modules like below.
otrs-sles:/opt/otrs # zypper install -y "perl(YAML::LibYAML)" Refreshing service 'susecloud'. Retrieving repository 'perl' metadata [\] New repository or package signing key received: Key ID: DCCA98DDDCEF338C Key Name: devel:languages:perl OBS Project <devel:languages:perl@build.opensuse.org> Key Fingerprint: 36F0AC0BCA9D8AF2871703C5DCCA98DDDCEF338C Key Created: Wed Oct 10 22:04:18 2012 Key Expires: Fri Dec 19 22:04:18 2014 Repository: perl Do you want to reject the key, trust temporarily, or trust always? [r/t/a/?] (r): a Retrieving repository 'perl' metadata [done] Building repository 'perl' cache [done] Loading repository data... Reading installed packages... 'perl(YAML::LibYAML)' not found in package names. Trying capabilities. Resolving package dependencies... The following NEW package is going to be installed: perl-YAML-LibYAML The following package is not supported by its vendor: perl-YAML-LibYAML Retrieving package perl-YAML-LibYAML-0.38-12.4.x86_64 (1/1), 75.0 KiB (196.0 KiB unpacked) Retrieving: perl-YAML-LibYAML-0.38-12.4.x86_64.rpm [done (55.7 KiB/s)] Installing: perl-YAML-LibYAML-0.38-12.4 [done]
The next step is to configure OTRS using the web installer, as described in this section.
This section describes the installation of our RPM package on a Red Hat Enterprise Linux (RHEL) or CentOS server. We ship separate RPMs for versions 5 and 6 of RHEL and CentOS. Before you start the installation, please visit http://www.otrs.com/downloads and make sure you use the latest OTRS RPM package available.
You can use OTRS using different database back-ends: MySQL, PostgreSQL, Oracle or Microsoft SQL Server. The most popular database to deploy OTRS on is MySQL. This chapter shows the steps you need to take to configure MySQL on a SUSE-based server. Of course you can install the database on a dedicated database server if needed for scalability or other purposes.
Install MySQL by executing the following command as root:
[root@otrs-centos6 ~]# yum -y install mysql-server
This will install MySQL with the default options on your system. You'll need
to change the defaults in order to make it suitable for OTRS. With a text
editor open the file /etc/my.cnf
and add the next two
lines under the [mysqld] section:
max_allowed_packet=16M query_cache_size=32M
Now execute service mysqld start to re-start the database server and activate these changes. Then run /usr/bin/mysql_secure_installation and follow the on-screen instructions to set a database root password, remove anonymous access and remove the test database. Lastly, run chkconfig mysqld on in order to make sure mysql is automatically started at server startup time.
Install OTRS with via the command line using yum. This will also pull in some dependencies such as the apache web server and some Perl modules. Make sure you copied the OTRS RPM file to the current directory.
[root@otrs-centos6 ~]# yum install --nogpgcheck otrs-3.2.*.rpm ... Dependencies Resolved ================================================================================ Package Arch Version Repository Size ================================================================================ Installing: otrs noarch 3.2.3-01 /otrs-3.2.3-01.noarch 74 M Installing for dependencies: apr x86_64 1.3.9-5.el6_2 updates 123 k ... procmail x86_64 3.22-25.1.el6 base 163 k Transaction Summary ================================================================================ Install 26 Package(s) Total size: 80 M Total download size: 6.0 M Installed size: 88 M Downloading Packages: (1/25): apr-1.3.9-5.el6_2.x86_64.rpm | 123 kB 00:00 ... (25/25): procmail-3.22-25.1.el6.x86_64.rpm | 163 kB 00:00 -------------------------------------------------------------------------------- Total 887 kB/s | 6.0 MB 00:06 Running rpm_check_debug Running Transaction Test Transaction Test Succeeded Running Transaction Installing : apr-1.3.9-5.el6_2.x86_64 1/26 ... Installing : otrs-3.2.3-01.noarch 26/26 Check OTRS user ... otrs added. Next steps: [httpd services] Restart httpd 'service httpd restart' [install the OTRS database] Make sure your database server is running. Use a web browser and open this link: http://myserver.example.com/otrs/installer.pl [OTRS services] Start OTRS 'service otrs start' (service otrs {start|stop|status|restart). ((enjoy)) Your OTRS Team Installed: otrs.noarch 0:3.2.3-01 Dependency Installed: ... Complete! [root@otrs-centos6 ~]#
Skript: Kommando für die Installation von OTRS.
The OTRS installation is now done. Now you should make sure that Apache is started and that it starts whenever the server reboots.
[root@otrs-centos6 ~]# chkconfig httpd on [root@otrs-centos6 ~]# service httpd start Starting httpd: httpd: Could not reliably determine the server's fully qualified domain name, using 10.x.x.x for ServerName [ OK ] [root@otrs-centos6 ~]#
Script: Starting the web server.
OTRS needs some more modules than can be installed by the RPM. You can
post-install them manually. You can check what modules you are missing by
running the bin/otrs.CheckModules.pl
script located in
the /opt/otrs
directory. Some modules are only needed
for optional functionality, such as communication with IMAP(S) servers or
PDF generation. On Red Hat or CentOS we recommend installing these modules
from the EPEL repository, a repository maintained by the Fedora project,
which provides high quality packages for RHEL and derivatives. Check for
more information the EPEL
web site.
If you're on RHEL 6 or CentOS 6, you can get the latest package for EPEL from this site. You can add this repository to yum it in one go by copying the RPM URL you find on this page and executing this command:
[root@otrs-centos6 otrs]# yum -y install http://download.fedoraproject.org/pub/epel/6/i386/epel-release-6-8.noarch.rpm Loaded plugins: security Setting up Install Process epel-release-6-8.noarch.rpm | 14 kB 00:00 Examining /var/tmp/yum-root-7jrJef/epel-release-6-8.noarch.rpm: epel-release-6-8.noarch Marking /var/tmp/yum-root-7jrJef/epel-release-6-8.noarch.rpm to be installed Resolving Dependencies --> Running transaction check ---> Package epel-release.noarch 0:6-8 will be installed --> Finished Dependency Resolution Dependencies Resolved ===================================================================================== Package Arch Version Repository Size ===================================================================================== Installing: epel-release noarch 6-8 /epel-release-6-8.noarch 22 k Transaction Summary ===================================================================================== Install 1 Package(s) Total size: 22 k Installed size: 22 k Downloading Packages: Running rpm_check_debug Running Transaction Test Transaction Test Succeeded Running Transaction Installing : epel-release-6-8.noarch 1/1 Verifying : epel-release-6-8.noarch 1/1 Installed: epel-release.noarch 0:6-8 Complete! [root@otrs-centos6 otrs]#
The first time you use yum after you added this repository, you will be prompted to add its key. Now you can install missing modules like below.
[root@otrs-centos6 otrs]# yum -y install "perl(Text::CSV_XS)" Loaded plugins: security Setting up Install Process Resolving Dependencies --> Running transaction check ---> Package perl-Text-CSV_XS.x86_64 0:0.85-1.el6 will be installed --> Finished Dependency Resolution Dependencies Resolved ===================================================================================== Package Arch Version Repository Size ===================================================================================== Installing: perl-Text-CSV_XS x86_64 0.85-1.el6 epel 71 k Transaction Summary ===================================================================================== Install 1 Package(s) Total download size: 71 k Installed size: 154 k Downloading Packages: perl-Text-CSV_XS-0.85-1.el6.x86_64.rpm | 71 kB 00:00 warning: rpmts_HdrFromFdno: Header V3 RSA/SHA256 Signature, key ID 0608b895: NOKEY Retrieving key from file:///etc/pki/rpm-gpg/RPM-GPG-KEY-EPEL-6 Importing GPG key 0x0608B895: Userid : EPEL (6) <epel@fedoraproject.org> Package: epel-release-6-8.noarch (@/epel-release-6-8.noarch) From : /etc/pki/rpm-gpg/RPM-GPG-KEY-EPEL-6 Is this ok [y/N]: y Running rpm_check_debug Running Transaction Test Transaction Test Succeeded Running Transaction Installing : perl-Text-CSV_XS-0.85-1.el6.x86_64 1/1 Verifying : perl-Text-CSV_XS-0.85-1.el6.x86_64 1/1 Installed: perl-Text-CSV_XS.x86_64 0:0.85-1.el6 Complete! [root@otrs-centos6 otrs]#
The next step is to configure OTRS using the web installer, as described in this section.
Im OTRS-Wiki finden Sie detaillierte Anweisungen für die Installation unter Debian: http://wiki.otrs.org/index.php?title=Installation_on_Debian_5.04_lenny .
Im OTRS-Wiki finden Sie detaillierte Anweisungen für die Installation unter Ubuntu: http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_(10.4) .
Installing OTRS on a Microsoft Windows system is very easy. Download the latest installer for Win32 from http://www.otrs.org/downloads/ and save the file to your local file system. Then simply double-click on the file to execute the installer, and follow the few installation steps to setup the system. After that you will be able to login as OTRS administrator and configure the system according to your needs. To log in as OTRS administrator use the user name 'root@localhost' and the default password 'root'.
Bitte ändern Sie das Passwort für den Benutzer 'root@localhost' umgehend.
The Windows installer for OTRS contains all needed components for OTRS, i.e. the Apache web server, the MySQL database server, Perl (with all needed modules) and cron for Windows. For that reason you should only install OTRS on Windows systems that don't already have an installation of Apache or another web server, or a MySQL database installation.