How to install and configure OTRS on Debian Squeeze (Open Source Ticket Request System)

>> What is OTRS?

OTRS comprises the leading Open Source Help Desk software OTRS Help Desk and the leading Open Source ITIL(R)V3 certified IT Service Management software OTRS::ITSM. OTRS is licensed under the Affero General Public License V3 (AGPL) that ensures you can download, install, use, and modify the software at no cost.

Unfortunately in that case we can not offer you support from our OTRS experts.
To get your questions answered by the community please use

    => OTRS User Forum
    => OTRS Facebook-Group

If you want to use OTRS professionally, we recommend our OTRS Best Practice Editions

>> How to Install and Configure OTRS in Debian or Ubuntu?


Step1:  At first we have to download the OTRS package from the following source.....

             root@web1:/# wget http://ftp.otrs.org/pub/otrs/otrs-3.0.3.tar.gz

We are placing the package to the appropriate directory....

    root@web1:/# cp otrs-3.0.3.tar.gz /opt/
    root@web1:/# cd /opt
   

Now we will untar the OTRS tar package....

    root@web1:/opt# tar -zxvf otrs-3.0.3.tar.gz

Now we will create a Symlink for OTRS's Home....

    root@web1:/opt# ln -s /opt/otrs-3.0.3 /opt/otrs

Step 2. Setup user for OTRS with group and other permissions.....
    root@web1:/opt# useradd otrs
    root@web1:/opt# passwd otrs
    root@web1:/opt# usermod -d /opt/otrs otrs
    root@web1:/opt# usermod -g www-data otrs

Step 3. Install Apache2 and MySql server (If already done...skip this step)
 
    root@web1:/opt# apt-get install mysql-server apache2

    [After installation please check your web server working or not....]

Step 4. Now we will identify required modules to configure OTRS...and then try to get those modules...

    root@web1:/opt# cd otrs
    root@web1:/opt/otrs#  ./bin/otrs.CheckModules.pl | grep Not
    root@web1:/opt/otrs#  aptitude search libdatetime-perl libnet-dns-perl liblwp-useragent-determined-perl
    root@web1:/opt/otrs#  apt-get install libdatetime-perl libnet-dns-perl liblwp-useragent-determined-perl

Step 5. Rename the following Config file to set filesystem permissions...
 
    root@web1:/opt/otrs# cd /opt/otrs/Kernel
    root@web1:/opt/otrs/Kernel# cp Config.pm.dist Config.pm
    root@web1:/opt/otrs/Kernel# cp Config/GenericAgent.pm.dist Config/GenericAgent.pm


Step 6. Setup filesystem permissions...   
       
    root@web1:/opt/otrs# ./bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=www-data --otrs-group=www-data --web-group=www-data /opt/otrs-3.0.3/

Step 7. Creating Link with apache Web server....


    root@web1:/opt/otrs# ln -s /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/sites-available/otrs.conf
    root@web1:/opt/otrs# a2ensite otrs.conf
    root@web1:/opt/otrs# /etc/init.d/apache2 restart

Final Step: Great Job...you have done.....Go to you browser and run installer.pl

    http://***.***.***.***/otrs/installer.pl

After the finishing of the 4 steps procedures... login with the following User and Password:
       
        User: root@localhost
        Pass: root