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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

Tags: configuring otrs, helpdesk software debian, install otrs debian, otrs debian, support ticketing software debian

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