ITSM工具OTRS安裝

• OTRS安裝
• • 軟件介紹
  • 安裝方式
• 社區版OTRS6.0 安裝
• • 參考鏈接：
  • 前提條件：
  • 安裝步驟
  • 連接測試
• 中國版OTRS安裝
• • 參考鏈接
  • 前提條件
  • 安裝步驟
  • 登錄測試

OTRS安裝

軟件介紹

OTRS 是由 Open Ticket Request System 首字母縮略字而來。是以全球業界公認的 IT 服務管理標準 ITIL V3 為基礎，開發的一整套 IT 服務管理解決方案。

OTRS 開源項目于 2001 年在德國創立，已被全球超過16萬用戶使用，支持38種語言。

OTRS 是一套集成的 IT 服務管理系統，支持事件，問題，服務請求，變更，發布，CMDB，知識管理，服務和服務水平協議（SLA）。

OTRS 中國版在基礎功能上保持與 OTRS 產品的同步，易用性、大容量應用以及中國用戶使用習慣方面f進行了優化。

OTRS 中國版由 OTRS 廠商在中國地區的合作伙伴西安點通軟件信息技術有限公司開發維護。

OTRS 中國版與 OTRS 均以開源協議 AGPL V3 發布，參考：http://www.gnu.org/licenses/

《引自docker hub 中國版介紹》

安裝方式

本文以快速搭建為目的， 所以采用了docker的安裝方式 。
最初安裝的OTRS 社區版本，但OTRS在6.0之后， 就不再發布社區版本， 所以你能安裝的最新的社區版就是6.0了 。

好在互聯網是個神奇的地方， 經過一番搜索，我也是成功安裝了社區6.0 和OTRS中國版8.0 ，下面將分別介紹。

社區版OTRS6.0 安裝

參考鏈接：

https://hub.docker.com/r/juanluisbaptiste/otrs

前提條件：

docker， docker-compose

安裝步驟

創建文件夾

mkdir docker-otrs

配置 .env環境變量

##################################### # Database Configuration ###################################### Name of database to use. Default is otrs. #OTRS_DB_NAME=otrs# Hostname or IP address of the database server. Default is mariadb. #OTRS_DB_HOST=mariadb# Port of the database server. Default is 3306. #OTRS_DB_PORT=3306# Database user. Default is otrs. #OTRS_DB_USER=otrs# otrs user database password. Default password is changeme #OTRS_DB_PASSWORD=changeme# Database root user name so it can be setup when using an external database. Default user is root. #MYSQL_ROOT_USER=root# Database root password so it can be setup. Default password is changeme. #MYSQL_ROOT_PASSWORD=changeme# Path to the docker secret file inside the container. #OTRS_SECRETS_FILE=##################################### # OTRS Configuration ###################################### Container startup mode, possible values: # - no : Starts OTRS ready to be configured. # - yes : Runs the OTRS installer. # - restore : Restores the backup specified by OTRS_BACKUP_DATE environment variable. Please check the README file for details. #OTRS_INSTALL=no#OTRS_BACKUP_DATE=# On backup restore it drops the otrs database it if already exists (by default the container will fail if the database already exists). # OTRS_DROP_DATABASE=no# Set the cron backup time. Default is to run daily at 6am. # Set it to "disable" to disable automated backups #OTRS_BACKUP_TIME="0 4 * * *"# Change the backup script that gets called from cron #OTRS_CRON_BACKUP_SCRIPT="/etc/cron.d/otrs_backup_custom"# Change the article storage type (ArticleStorageDB|ArticleStorageFS). Default is ArticleStorageDB. #OTRS_ARTICLE_STORAGE_TYPE=ArticleStorageDB# Set the backup type (fullbackup|nofullbackup|dbonly). Default is full backup. #OTRS_BACKUP_TYPE="fullbackup"# Set the backup compression method (gzip|bzip2). Default is gzip format. #OTRS_BACKUP_COMRESSION="gzip"# Set backup rotation days. Default is 30 days. #OTRS_BACKUP_ROTATION="30"# Controls whether OTRS services should be stopped before doing a backup. The default is yes. #OTRS_BACKUP_STOP_SERVICES=yes# root@localhost user password. Default password is changeme #OTRS_ROOT_PASSWORD=changeme# Sets the container's hostname (auto-generated if not defined). #OTRS_HOSTNAME=# Set the default language for both agent and customer interfaces (For example, "es" for spanish). #OTRS_LANGUAGE=en# Sets the default timezone. #OTRS_TIMEZONE=UTC# Sets the starting point for the ticket counter. #OTRS_TICKET_COUNTER=# Sets the ticket number generator, possible values are : DateChecksum, Date, AutoIncrement or Random. #OTRS_NUMBER_GENERATOR=DateChecksum# Configure OTRS permissions, possible values are: yes (default), no, skip-article-dir (if using OTRS_ARTICLE_STORAGE_TYPE=ArticleStorageFS) #OTRS_SET_PERMISSIONS=yes# To disable the OTRS ASCII logo at container startup. #SHOW_OTRS_LOGO=yes# Enable the installation of unverified addons. Useful when installing addons downladed form 3rd party sources like [OPAR](https://opar.perl-services.de) at startup. values are: yes, no (default). #OTRS_ALLOW_NOT_VERIFIED_PACKAGES=no# Enable debug mode, this will install some additional packages to help aid when # debugging #OTRS_DEBUG=no####### Major Version Upgrade ####### ##################################### # This settings will perform a major version upgrade. Please read the documentation # carefully first before attempting to do this upgrade. And don't forget to do a # backup first or enable OTRS_UPGRADE_BACKUP=yes # # https://github.com/juanluisbaptiste/docker-otrs/#major-version-upgrade # ###################################### Do a MAJOR version upgrade. Possible values: yes, no (default). Please check the README file for details. #OTRS_UPGRADE=no# Make a full backup before starting the upgrade process. Possible values: yes (default), no. #OTRS_UPGRADE_BACKUP=yes# Migrate XML configuration files during major version upgrade. Possible values: yes, no (default). #OTRS_UPGRADE_XML_FILES=no##################################### # SMTP Relay Configuration ###################################### Module OTRS should use to send mails (e.g "SMTP", "SMTPS", "Sendmail"). Depends on the modules you've installed # OTRS_SENDMAIL_MODULE=SMTPS# Server address of the SMTP server to use. # OTRS_SMTP_SERVER=smtp.163.com# Port address of the SMTP server to use. # OTRS_SMTP_PORT=465# Username to authenticate with. # OTRS_SMTP_USERNAME=china_csd@163.com# Password of the SMTP user. # OTRS_SMTP_PASSWORD=NVRNLBVUJAJOEPQV

創建docker-compose.yml文件

version: '3'services:otrs:image: juanluisbaptiste/otrs:latestports:- '80:80'# If running behind a proxy container, expose the ports instead# and link the proxy container to this one.# expose:# - "80"depends_on:- mariadb# Uncomment if using the smtp relay# - postfixenv_file: .envvolumes:- './volumes/config:/opt/otrs/Kernel'# Uncomment if using OTRS_ARTICLE_STORAGE_TYPE=ArticleStorageFS#- ./volumes/article:/opt/otrs/var/article- ./volumes/skins:/opt/otrs/var/httpd/htdocs/skins/- ./backups:/var/otrs/backups- ./volumes/addons:/opt/otrs/addons- ./volumes/db_upgrade:/opt/otrs/db_upgrade- /etc/localtime:/etc/localtime:romariadb:image: juanluisbaptiste/otrs-mariadb:latestexpose:- "3306"env_file: .envvolumes:- ./volumes/mysql:/var/lib/mysql- /etc/localtime:/etc/localtime:ro # If you need a SMTP relay you can use this service# postfix:# image: juanluisbaptiste/postfix:latest# expose:# - '25'# # See juanluisbaptiste/postfix github page for the contents# # and an explanation of credentials-smtp.# env_file: .env

拉起鏡像

docker-compose up -d

連接測試

安裝成功后， 登錄地址如下：

http://$HOSTIP/otrs/index.pl http://$HOSTIP/otrs/customer.pl

缺省的用戶名和密碼如下：
root@localhost/changeme

中國版OTRS安裝

參考鏈接

https://hub.docker.com/r/otrschina/otrschina

前提條件

docker ，mysql

安裝步驟

編輯mysql配置文件

# Copyright (c) 2016, Oracle and/or its affiliates. All rights reserved. # # This program is free software; you can redistribute it and/or modify # it under the terms of the GNU General Public License as published by # the Free Software Foundation; version 2 of the License. # # This program is distributed in the hope that it will be useful, # but WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the # GNU General Public License for more details. # # You should have received a copy of the GNU General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 51 Franklin St, Fifth Floor, Boston, MA 02110-1301 USA!includedir /etc/mysql/conf.d/ !includedir /etc/mysql/mysql.conf.d/ [mysqld] max_allowed_packet = 64M query_cache_size = 32M innodb_log_file_size = 256M character-set-server=utf8 [client] default-character-set=utf8 [mysql] default-character-set=utf8

拉起mysql鏡像

docker run -itd --name otrs_mysql \ --restart always \ -v /root/otrs-china/mysql-conf/:/etc/mysql/conf.d/ \ -e MYSQL_ROOT_PASSWORD=123456 \ -p 3306:3306 \ mysql:5.7.20

拉起otrs鏡像

docker run -itd --name otrs_china \ --restart always \ -p 80:80 \ --link otrs_mysql:mysql \ otrschina/otrschina:latest

配置otrs
瀏覽器打開地址：
http://$HOSTIP/otrs/installer.pl ；
按照指導完成1234的配置項；

注意在此處配置的時候， 你需要填寫mysql的ip地址， 由于你都是容器部署的mysql，所以地址需要注意，要不然會出現連接不上的情況。
還有需要注意的就是記住root@localhost的登錄密碼， 然后登錄改成易于記憶的密碼

登錄測試

http://￥HOSTIP/otrs/index.pl

總結

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