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OTRS的名字是由Open-source Ticket Request System的縮寫，從維基百科，百度等都可以搜索到相關信息，是一個開源的系統跟蹤管理軟件，核心部分用perl編寫，基于web接口使用。不同的功能由不同的模塊實現。比如工單模塊，郵件模塊，以及FAQ知識庫模塊等等。

支持平臺：redhat，centOS，suse，windows fedora

安裝要求：

硬件環境當然越高越好，現在一般標配服務器都可以的

軟件環境：

Perl

• Perl 5.10.0 or higher

Webserver

• Webserver with CGI support (CGI is not recommended)
• Apache2 + mod_perl2 or higher (recommended)
• IIS6 or higher

Databases

• MySQL 5.0 or higher
• PostgreSQL 8.0 or higher
• Oracle 10g or higher
• Microsoft SQL Server 2005 or higher

Browsers

• Use a modern web browser.
• These browsers are not supported:
  • Internet Explorer before version 8
  • Firefox before version 10
  • Safari before version 5

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目錄文件結構：

$HOME (e. g. /opt/otrs/) | | (all executables) |--/bin/ (all system programs) | |--/otrs.PostMaster.pl (email2db) | |--/otrs.PostMasterMail.pl (email2db) | |--/cgi-bin/ | | |----- /index.pl (Global Agent & Admin handle) | | |----- /customer.pl (Global Customer handle) | | |----- /public.pl (Global Public handle) | | |----- /installer.pl (Global Installer handle) | | |----- /nph-genericinterface.pl (Global GenericInterface handle) | |--/fcgi-bin/ (If you're using FastCGI) | | (all modules) |--/Kernel/ | |-----/Config.pm (main configuration file) | |---- /Config/ (Configuration files) | | |---- /Files/ (System generated, don't touch...) | | | |---- /Output/ (all output generating modules) | | |---- /HTML/ | | |--- /Standard/*.dtl (all dtl files for Standard theme) | | | |--- /GenericInterface (GenericInterface framework) | |--- /Invoker/ (invoker backends) | |--- /Mapping/ (data mapping backends) | |--- /Operation/ (operation backends) | |--- /Transport/ (network transport backends) | | | |---- /Language/ (all translation files) | | | |---- /Modules/ (all action modules e. g. QueueView, Move, ...) | | |----- /Admin* (all modules for the admin interface) | | |----- /Agent* (all modules for the agent interface) | | |----- /Customer* (all modules for the customer interface) | | | |---- /System/ (back-end API modules, selection below) | |--- /Auth.pm (authentication module) | |--- /AuthSession.pm (session authentication module) | |--- /DB.pm (central DB interface) | |--- /DB/*.pm (DB drivers) | |--- /DynamicField.pm (Interface to the DynamicField configuration) | |--- /DynamicField | |--- /Backend.pm (Interface for using the dynamic fields) | |--- /Backend/*.pm (DynamicField backend implementations) | |--- /ObjectType/*.pm (DynamicField object type implementations) | |--- /Email.pm (create and send e-mail) | |--- /EmailParser.pm (parsing e-mail) | |--- /GenericInterface/*.pm (all DB related GenericInterface modules) | |--- /Group.pm (group module) | |--- /Log.pm (log module) | |--- /Queue.pm (information about queues. e. g. response templates, ...) | |--- /Scheduler (Scheduler files) | |--- /TaskHandler/ (task handler backends for the Scheduler) | |--- /Ticket.pm (ticket and article functions) | |--- /User.pm (user module) | |--- /Request.pm (HTTP/CGI abstraction module) | | (data stuff) |--/var/ | |--/article/ (all incoming e-mails, plain 1/1 and all attachments ... | | ... separately (different files), if you want to store on disk) | |--/cron/ (all cron jobs for escalations and such) | | | |--/fonts/ (true type fonts for PDF generation) | | | |--/httpd/ (all static files served by HTTP) | | |--- /htdocs/ | | |--- /js/ (javascript files for OTRS) | | |--- /js-cache/ (auto-generated minified JS files) | | |--- /thirdparty/ (contains jQuery, CKEditor and other external JS libraries) | | |--- /skins/ (CSS and images for front end) | | |--- /Agent/ (Agent skins) | | |--- /default/ (default skin) | | |--- /css/ (stylesheets) | | |--- /css-cache/ (auto-generated minified CSS files) | | |--- /img/ (images) | | |--- /slim/ (additional skin) | | |--- /.../ (files) | | |--- /ivory/ (additional skin) | | |--- /.../ (files) | | |--- /Customer/ (Customer skins) | | |--- /default/ (default skin) | | |--- /.../ (files) | | |--- /ivory/ | | |--- /.../ (files) | | | |--/log/ (log files) | | |--/TicketCounter.log (ticket counter) | | | |--/sessions/ (session info) | | | |--/spool/ (spool files) | | | |--/stats/ (statistics) | | | |--/tmp/ (temporary files, such as cache) | | (tools stuff) |--/scripts/ | |---- /database/ | |--- /otrs-schema.(mysql|postgresql|*).sql (create database script) | |--- /otrs-initial_insert.(mysql|postgresql|*).sql (all initial sql data - e. g. | | root user, queues, ...) | |--- /otrs-schema-post.(mysql|postgresql|*).sql (create foreign keys script)

總結

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