Feb 242007
 

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OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries.

OTRS Requirements

Apache Web server
Mysql or Postgresql Database
Perl 5.8,Perl Modules

Install OTRS in debian

If you want to install otrs in debian sarge you need to use the following command

#apt-get install otrs

If you want to install otrs in debian etch you need to use the following command

#apt-get install otrs2

This will start the installation process and if you want to configure database using dbconfig-common you need to select yes in the following screen and press enter in this example i am configuring using dbconfig-common.

Now you need to select which database you want to use in this example i am using Mysql database select ok and press enter

You need to enter the database administrative user password select ok and press enter

Now you need to enter the mysql application password for otrs select ok and press enter

This will complete the installation.

Now you need to access otrs using the following URL

http://your server ip/otrs/index.pl for admin access

You should see the following screen

Now you need to use the following username and password to login

Username :- root@localhost

Password :- root

Once you login in to the otrs you should see the following screen

If you want to give customer interface use the following url

http://your server ip/otrs/customer.pl

Now if you want to know how to use otrs you need to check otrs documentation

Possible Error and Solution

When you try to access http://your server ip/otrs/index.pl to login you can see the following error

Problem

no connection to syslog available -- /dev/log is not a socket at /usr/share/otrs//Kernel/System/Log/SysLog.pm line 64

Solution

Edit the /usr/share/otrs/Kernel/Config/Defaults.pm file and un comment the following lines

$Self->{‘LogModule'} = ‘Kernel::System::Log::File';
$Self->{‘LogModule::SysLog::Facility'} = ‘user';
$Self->{‘LogModule::LogFile::Date'} = 0;

Restart your apache web server using the folloing command

#/etc/init.d/apache2 restart

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 Posted by at 8:06 am
  • Rob

    that configuration screen does not show up when using Ubuntu 6.10 Server….

  • Bernhard

    Thanks! Good job. Worked exactly as displayed using Debian.

  • Barney Gumble

    exactly, it doesnt work on ubuntu server, the page says:

    “OTRS is currently in maintainance mode

    OTRS is currently switched off by the system administrator. Please go back to the start page later and/or press the reload button of your browser”

    what can i do about this?

  • Gus

    Nice day!
    I have much troubles with a install a otrs in ubuntu 8.04, I’m newbie in linux, but i need build a help desk system in my univertity in colombia, any help are welcome.

  • Gus

    in unbuntu i try via synaptic and intall otrs2 but when i type otrs2 in console didn’t run, & the comand dbconfig-common.didnt’ work what ca i do?
    thank’s

  • raul

    Hi,

    I have these error can you help me??

    ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Oct 24 21:18:33 2008

    Message: Need TicketID!

    Traceback (6235):
    Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83
    Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318
    Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704
    Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47
    Module: (eval) (v1.37) Line: 204
    Module: ModPerl::RegistryCooker::run (v1.37) Line: 204
    Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 170
    Module: ModPerl::Registry::handler (v1.99) Line: 31

  • Hannes

    Works, Thanks!

  • afsar

    Hi all,
    I am installing otrs in linux system, after all the installation when i am trying to access the otrs through http://my ip /otrs/index.pl its giving me error

    Apache::Registry’: Can’t locate Apache/Registry.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i

    Please suggest what to do…..
    Need the solution at earliest….
    Thanks in advance.

    Afsar

  • Justin

    I installed the otrs2.4.3 on solaris 10 x86, meet the error no connection to syslog available, referer: http://127.0.0.1/otrs/index.pl
    [Wed Sep 02 17:59:23 2009] [error] [client 192.168.25.98] [Wed Sep 2 17:59:23 2009] index.pl: \t- /dev/conslog is not a socket at ../..//Kernel/System/Log/SysLog.pm line 63

    use the solution above, but doesn;t work. :-(

  • amador

    hello, sorry for my english. i am latin.

    i try to install otrs in freebsd 7.2, but the program send me a error
    in the website send me the next error:

    Function not implemented at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 230.

    the version of otrs is 2.4 and version of perl is 5.10

    please help me

  • yammie

    please help…

    Error: Access denied for user ‘otrs’@’localhost’ (using password: YES)

    ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Dec 21 15:22:46 2009

    Message: Access denied for user ‘otrs’@’localhost’ (using password: YES)

    Traceback (4743):
    Module: Kernel::System::DB::new (v1.75) Line: 174
    Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 144
    Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47
    Module: (eval) (v1.81) Line: 204
    Module: ModPerl::RegistryCooker::run (v1.81) Line: 204
    Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170
    Module: ModPerl::Registry::handler (v1.99) Line: 31

  • BARD

    Hi Guys,

    I HAVE THIS PROBLEM..SOMEBODY HELP……………………………

    +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

    Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Mar 2 16:22:00 2010

    Message: POP3: Can’t connect to csmmail.cybersecurity.my

    Traceback (2028):
    Module: Kernel::System::MailAccount::POP3::Fetch (v1.4) Line: 75
    Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369
    Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62
    Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824
    Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47
    Module: (eval) (v1.87) Line: 204
    Module: ModPerl::RegistryCooker::run (v1.87) Line: 204
    Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170
    Module: ModPerl::Registry::handler (v1.99) Line: 31

  • qy

    please help??

    Error: Access denied for user ‘otrs’@’localhost’ (using password: YES)

    ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Jul 12 09:24:56 2010

    Message: Access denied for user ‘otrs’@’localhost’ (using password: YES)

    Traceback (3212):
    Module: Kernel::System::DB::new (v1.105.2.1) Line: 188
    Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 143
    Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48

  • philou

    it worked out of the box.

    Thanks!

  • NadaMac

    Hi Justin
    for Solaris edit …/opt/otrs/Kernel/Config/Defaults.pm
    and change ‘unix’ to ‘stream’ in this line

    $Self->{‘LogModule::SysLog::LogSock’} = ‘stream’;

    save it and restart apache

  • Daniel

    I got an error on Kernel/System/Log.pm line 230, i didn’t write down the actual error message but it was along the lines of “unable to open file/resource”.

    This was caused by me having two installations on the same server with the default system ID. OTRS appends the system ID when trying to open the shared resource for the logging. Giving the installtions unique ID’s solved this.

  • Ermir

    whwn i try to connect i see ….

    Internal Server Error

    The server encountered an internal error or misconfiguration and was unable to complete your request.

    Please contact the server administrator, [no address given] and inform them of the time the error occurred, and anything you might have done that may have caused the error.

    More information about this error may be available in the server error log.