OTRS的名字是由Open-sourceTicket Request System首字母缩略字而来，是一个开源的缺陷跟踪管理系统软件。OTRS将电话，邮件等各种渠道提交进来的服务请求归类为不同的队列，服务级别，服务人员通过OTRS系统来跟踪和回复客户，相对传统的处理流程来而言，OTRS提供了一个部门或团队的协调环境，以更有效率的方式处理，查询和跟踪。
1.安装和配置Mysql
1）安装Mysql数据库
# yum -y installmysql-server
2）添加MySql开机启动
chkconfig mysqld on
3)设置密码
#mysql_secure_installation
4）设置远程连接
# mysql -uroot -p
mysql> grant allon *.* to 'user'@'%' IDENTIFIED BY 'P@ssw0rd'
mysql> FLUSHPRIVILEGES;
5) 设置Apache连接MySQL
# setseboolhttpd_can-network_connect=1
6)设置MySQL允许包的大小,添加到[mysqld]下
# vim /etc/my.cnf
max_allowed_packet=1048576000
innodb_log_file_size=1024M //日志大小
重启mysql
# service mysqldrestart
2.安装配置Apache
1）安装Apache
# yum install httpd
2) 添加到开机启动
# chkconfig httpd on
3) 安装gcc,make
# yum install gccmake
4）配置iptables
# /sbin/iptables -IINPUT -p tcp --dport 80 -j ACCEPT
# /sbin/iptables -IINPUT -p tcp --dport 3306 -j ACCEPT
#/etc/rc.d/init.d/iptables save
5）关闭SElinux
# vim/etc/selinux/config
6）重启Apache
3. 安装OTRS
3.1 下载安装包
# cd /opt
# wget ftp://ftp.otrs.org/pub/otrs/otrs-4.0.7.tar.gz
解压安装包
# tar -zxvf otrs-4.0.7.tar.gz
修改文件名
# mvotrs-4.0.7.tar.gz otrs
3.2 检查所需模块关安装
1）安装perl
# yum install perl
2）安装cpan
# yum install cpan
3）检查所需模块
# cd /opt/otrs/bin
# perl/opt/otrs/bin/otrs.CheckModules.pl
4）根据检查结果安装所需模块
# yum install"perl(Archive:Tar)"
# yum install"perl(Archive::Zip)"
# yum install"perl(Date::Format)"
.
.
.
.
.
无法安装的使用以下方法：
# cpan
cpan[1]> installMail::IMAPClient PDF::API2 (Crypt::Eksblowfish::Bcrypt Encode::HanExtra
Text::CSV_X YAML::XS
cpan[1]> exit
3.3 创建OTRS用户
# useradd -d/opt/otrs/ -c 'OTRS user' otrs
3.4 激活配置文件
# cd /opt/otrs
# cpKernel/Config.pm.dist Kernel/Config.pm
# cpKernel/Config/GenericAgent.pm.dist Kernel/Config/GenericAgent.pm
3.5 检查重要文件
[root@OTRS ~]#perl-cw /opt/otrs/bin/cgi-bin/index.pl
[root@OTRS ~]# perl-cw /opt/otrs/bin/cgi-bin/customer.pl
[root@OTRS ~]# perl-cw /opt/otrs/bin/otrs.PostMaster.pl
3.6 配置Apache
# vim/etc/httpd/conf/httpd.conf
在Includeconf.d/*.conf 这行下面添加如下：
Include/opt/otrs/scripts/apache2-httpd.include.conf
将User apache 将apache修改成otrs
重启apache
# service httpdrestart
3.7 文件授权
# cd /opt/otrs
#bin/otrs.SetPermissions.pl --web-grop=apache
配置完成重启服务器
# shutdown -r now 或reboot
3.8OTRS初始化配置
1）在浏览器中输入如下URL
２）按提示配置
略
３）修改登录用户密码
# cd /opt/otrs/bin
# ./otrs.SetPassword.pl root@localhost xxxxxxx
4）登录页面
4.安装模块
1）安装ITSM模块
下载安装包
# cd /opt/otrs/bin
# wget ftp://ftp.otrs.org/pub/otrs/itsm/bundle4/ITSM-4.0.7.opm
#/opt/otrs/bin/otrs.PackageManager.pl -a install -p /opt/otrs/bin/ITSM-4.0.7.opm
#./otrs.RebuildConfig.pl
#./otrs.DeleteCache.pl
# ./otrs.CleanUp.pl
#./otrs.SetPermissions.pl --web-group=apache
2）安装FAQ模块
# cd /opt/otrs/bin
# wget ftp://ftp.otrs.org/pub/otrs/packages/FAQ-4.0.1.opm
#/opt/otrs/bin/otrs.PackageManager.pl -a install -p /opt/otrs/bin/FAQ-4.0.1.opm
#./otrs.RebuildConfig.pl
#./otrs.DeleteCache.pl
# ./otrs.CleanUp.pl
#./otrs.SetPermissions.pl --web-group=apache
3）安装TimeAccounting模块
# cd /opt/otrs/bin
# wget ftp://ftp.otrs.org/pub/otrs/packages/TimeAccounting-4.0.1.opm
#/opt/otrs/bin/otrs.PackageManager.pl -a install -p/opt/otrs/bin/TimeAccounting-4.0.1.opm
#./otrs.RebuildConfig.pl
#./otrs.DeleteCache.pl
# ./otrs.CleanUp.pl
#./otrs.SetPermissions.pl --web-group=apache
配置完成
重启Apache
# service httpdrestart