ITSM工具OTRS安裝

• OTRS安裝
• • 軟件介紹
  • 安裝方式
• 社區(qū)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(yè)界公認(rèn)的 IT 服務(wù)管理標(biāo)準(zhǔn) ITIL V3 為基礎(chǔ)，開發(fā)的一整套 IT 服務(wù)管理解決方案。

OTRS 開源項目于 2001 年在德國創(chuàng)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(wù)管理系統(tǒng)，支持事件，問題，服務(wù)請求，變更，發(fā)布，CMDB，知識管理，服務(wù)和服務(wù)水平協(xié)議（SLA）。

OTRS 中國版在基礎(chǔ)功能上保持與 OTRS 產(chǎn)品的同步，易用性、大容量應(yīng)用以及中國用戶使用習(xí)慣方面f進行了優(yōu)化。

OTRS 中國版由 OTRS 廠商在中國地區(qū)的合作伙伴西安點通軟件信息技術(shù)有限公司開發(fā)維護。

OTRS 中國版與 OTRS 均以開源協(xié)議 AGPL V3 發(fā)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(qū)版本，但OTRS在6.0之后， 就不再發(fā)布社區(qū)版本， 所以你能安裝的最新的社區(qū)版就是6.0了 。

好在互聯(lián)網(wǎng)是個神奇的地方， 經(jīng)過一番搜索，我也是成功安裝了社區(qū)6.0 和OTRS中國版8.0 ，下面將分別介紹。

社區(qū)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(chuàng)建文件夾

mkdir docker-otrs

配置 .env環(huán)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(chuàng)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(dǎo)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(xiàn)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(jié)

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