1. OTRS
Firstmake sure Firewall foryourwebserverisok,whichtakesusintothe iptablesdetails.
Onlyforfast and easyresolutionforfirewall tobe closedisthe command.
#iptables –flush
Thiscommandwill insure yourwebserverislive andfirewall free.
Yum repositories update
#yum update
.
.
.
.
Is thisok [y/N]:y
.
.
.
#
We have to dothisbecause foryum commandto workproperlyforthe installationprocessof several
packagesthat are requiredforotrs.

2. Installation of OTRS and its Dependent packages
A basic install of CentOS 5.5 with these settings:
 CentOS SELinux is set to permissiveor disable
 #setenforce 0
 CentOS firewall musthave HTTP as trusted.
OTRS requires a properly configured & runningApache webserver & backend database.The basic install of CentOS
5.5 included an Apache install with no database.Steps are provided below to do a basic configuration of Apache &
MySQL (my current databaseof choice).
System will need a workingInternet connection.
Apache
Verify that Apache (httpd) is installed by usingthe below command. Confirm that httpd<something> is under
installed packages.
# yum listhttpd
Loaded plugins:fastestmirror
Loadingmirror speeds from cached hostfile
* addons:mirror.trouble-free.net
* base: mirror.steadfast.net
* extras:mirror.trouble-free.net
* updates: styx.biochem.wfubmc.edu
Installed Packages
httpd.x86_64 2.2.3-43.el5.centos installed
Verify default run level of httpd:
# chkconfig --listhttpd
httpd 0:off 1:off 2:off 3:off 4:off 5:off 6:off
Enable httpd on run levels:
# chkconfighttpd on
Verify run levels enabled for httpd:
# chkconfig --listhttpd

3. httpd 0:off 1:off 2:on 3:on 4:on 5:on 6:off
Start httpd:
# servicehttpd start
MySQL
I installed MySQL(mysqld) usingyum versus RPM or source.You can use a group command to install MySQLgroup
or selectindividual packages.I opted for individual packages.
I provided steps for individual and group install below.
Install MySQL Database group
Use yum to query which packages are availablein MySQL group to determine whether you want group install:
# yum groupinfo 'MySQL Database'
Loaded plugins:fastestmirror
Setting up Group Process
Loadingmirror speeds from cached hostfile
* addons:mirror.steadfast.net
* base: mirror.nexcess.net
* extras:mirror.steadfast.net
* updates: mirrors.gigenet.com
Group: MySQL Database
Description:This packagegroup contains packages useful for usewith MySQL.
Mandatory Packages:
mysql
Default Packages:
MySQL-python
libdbi-dbd-mysql
mysql-connector-odbc
mysql-server
perl-DBD-MySQL
unixODBC
Optional Packages:
mod_auth_mysql
mysql-bench
mysql-devel
php-mysql

4. qt-MySQL
To install MySQLgroup use this command (skip this step to install individual packages):
# yum groupinstall 'MySQLDatabase'
Install MySQL individual packages
Here are commands I used to install specific packages:
# yum install mysql-server mysql php-mysql
Loaded plugins:fastestmirror
Loadingmirror speeds from cached hostfile
* addons:mirror.trouble-free.net
* base: mirror.steadfast.net
* extras:mirror.trouble-free.net
* updates: styx.biochem.wfubmc.edu
Setting up Install Process
ResolvingDependencies
--> Runningtransaction check
---> Packagemysql.i386 0:5.0.77-4.el5_5.3 set to be updated
--> ProcessingDependency: perl(DBI) for package: mysql
---> Packagemysql.x86_64 0:5.0.77-4.el5_5.3 set to be updated
---> Packagemysql-server.x86_64 0:5.0.77-4.el5_5.3 set to be updated
--> ProcessingDependency: perl-DBD-MySQL for package: mysql-server
---> Packagephp-mysql.x86_64 0:5.1.6-27.el5 set to be updated
--> ProcessingDependency: php-common = 5.1.6-27.el5 for package: php-mysql
--> ProcessingDependency: php-pdo for package: php-mysql
--> Runningtransaction check
---> Packageperl-DBD-MySQL.x86_64 0:3.0007-2.el5 set to be updated
---> Packageperl-DBI.x86_64 0:1.52-2.el5 set to be updated
---> Packagephp-common.x86_64 0:5.1.6-27.el5 set to be updated
---> Packagephp-pdo.x86_64 0:5.1.6-27.el5 set to be updated
--> Finished Dependency Resolution
Dependencies Resolved
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:

5. mysql i386 5.0.77-4.el5_5.3 updates 4.8 M
mysql x86_64 5.0.77-4.el5_5.3 updates 4.8 M
mysql-server x86_64 5.0.77-4.el5_5.3 updates 9.8 M
php-mysql x86_64 5.1.6-27.el5 base 89 k
Installingfor dependencies:
perl-DBD-MySQL x86_64 3.0007-2.el5 base 148 k
perl-DBI x86_64 1.52-2.el5 base 600 k
php-common x86_64 5.1.6-27.el5 base 153 k
php-pdo x86_64 5.1.6-27.el5 base 66 k
Transaction Summary
================================================================================
Install 8 Package(s)
Upgrade 0 Package(s)
Total download size:20 M
Is this ok [y/N]: y
DownloadingPackages:
(1/8): php-pdo-5.1.6-27.el5.x86_64.rpm | 66 kB 00:00
(2/8): php-mysql-5.1.6-27.el5.x86_64.rpm | 89 kB 00:00
(3/8): perl-DBD-MySQL-3.0007-2.el5.x86_64.rpm | 148 kB 00:00
(4/8): php-common-5.1.6-27.el5.x86_64.rpm | 153 kB 00:00
(5/8): perl-DBI-1.52-2.el5.x86_64.rpm | 600 kB 00:00
(6/8): mysql-5.0.77-4.el5_5.3.i386.rpm | 4.8 MB 00:17
(7/8): mysql-5.0.77-4.el5_5.3.x86_64.rpm | 4.8 MB 00:15
(8/8): mysql-server-5.0.77-4.el5_5.3.x86_64.rpm | 9.8 MB 00:24
--------------------------------------------------------------------------------
Total 355 kB/s | 20 MB 00:58
Running rpm_check_debug
Running Transaction Test
Finished Transaction Test
Transaction TestSucceeded
Running Transaction
Installing : perl-DBI 1/8
Installing : mysql 2/8
Installing : php-common 3/8
Installing : php-pdo 4/8
Installing : perl-DBD-MySQL 5/8
Installing : mysql 6/8
Installing : mysql-server 7/8

6. Installing : php-mysql 8/8
Installed:
mysql.i386 0:5.0.77-4.el5_5.3 mysql.x86_64 0:5.0.77-4.el5_5.3
mysql-server.x86_64 0:5.0.77-4.el5_5.3 php-mysql.x86_64 0:5.1.6-27.el5
Dependency Installed:
perl-DBD-MySQL.x86_64 0:3.0007-2.el5 perl-DBI.x86_64 0:1.52-2.el5
php-common.x86_64 0:5.1.6-27.el5 php-pdo.x86_64 0:5.1.6-27.el5
Complete!
mysqld has been installed butnot configured for run level:
# chkconfig --listmysqld
mysqld 0:off 1:off 2:off 3:off 4:off 5:off 6:off
Set mysqld to run level 2, 3, & 5:
# chkconfig --levels 235 mysqld on
Confirm run levels for mysqld:
# chkconfig --listmysqld
mysqld 0:off 1:off 2:on 3:on 4:off 5:on 6:off
Starting MySQL 1st Time
Start mysqld.Note that when you run mysqld for firsttime you will receivesome friendly reminders:
# servicemysqld start
<<text removed for clarity>>
StartingMySQL: [ OK ]
We now followthe great directions provided & run the mysql secureinstallation script:
# /usr/bin/mysql_secure_installation

7. You will bepresented with some questions regardingsecuring your mysqld installation:
<<some text removed for clarity>>
Set root password? [Y/n] Y
New password:
Re-enter new password:
Password updated successfully!
Reloadingprivilegetables..
... Success!
Remove anonymous users? [Y/n] Y
... Success!
Disallowrootlogin remotely? [Y/n] Y
... Success!
Remove test databaseand access to it? [Y/n] Y
- Droppingtest database...
... Success!
- Removing privileges on test database...
... Success!
Reload privilegetables now? [Y/n] Y
... Success!
Cleaningup...
All done! If you've completed all of the above steps, your MySQL
installation should nowbe secure.
Thanks for usingMySQL!
MySQL should be ready for OTRS.
OTRS
These steps were done usingOTRS version 3.0.6. To ensure you get the latest version go
to http://otrs.org/download and download the latestRPM for RHEL/OTRS then adjustthe commands below in
casethis wiki is out-of-date with OTRS 3.0.x releases.

8. $ wget http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-3.0.6-01.noarch.rpm
Verify fileintegrity by matchingMD5 hash with entry on http://otrs.org/download/
md5sum otrs-3.0.6-01.noarch.rpm
a8595b8dba97f7454338fbc7f9efb0dd otrs-3.0.6-01.noarch.rpm
Resolve dependencies
Determine the dependencies of otrs rpm file:
# rpm -qpR otrs-3.1.10-01.noarch.rpm
perl
perl-DBI
perl-DBD-MySQL
perl-URI
mod_perl
httpd
mysql
mysql-server
procmail
perl-libwww-perl
perl-Net-DNS
perl-IO-Socket-SSL
perl-XML-Parser
/bin/sh
You can query your system or try to install & read errors to determine which packages aremissing.I opted to
install & read errors:
# rpm -ivh otrs-3.1.10-01.noarch.rpm
error: Failed dependencies:
perl-URI is needed by otrs-3.0.6-01.noarch
mod_perl is needed by otrs-3.0.6-01.noarch
perl-libwww-perl is needed by otrs-3.0.6-01.noarch
perl-Net-DNS is needed by otrs-3.0.6-01.noarch
perl-IO-Socket-SSL is needed by otrs-3.0.6-01.noarch
perl-XML-Parser is needed by otrs-3.0.6-01.noarch
Now I know which dependencies to install.

9. Note:
 Optionally you can install RPMusingyum to automatically resolveall dependencies.However, sinceyou are
readingthis I suspectyou need practice.
 You can install all dependencies at once usingone yum command simply putspacebetween each package
(likeI did with mysql singlepackages above)
Resolve perl-URI dependency:
# yum install perl-URI
Loaded plugins:fastestmirror
Loadingmirror speeds from cached hostfile
* addons:mirror.trouble-free.net
* base: mirror.steadfast.net
* extras:mirror.trouble-free.net
* updates: styx.biochem.wfubmc.edu
Setting up Install Process
ResolvingDependencies
--> Runningtransaction check
---> Packageperl-URI.noarch 0:1.35-3 set to be updated
--> Finished Dependency Resolution
Dependencies Resolved
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:
perl-URI noarch 1.35-3 base 116 k
Transaction Summary
================================================================================
Install 1 Package(s)
Upgrade 0 Package(s)
Total download size:116 k
Is this ok [y/N]: y
DownloadingPackages:
perl-URI-1.35-3.noarch.rpm | 116 kB 00:00
Running rpm_check_debug
Running Transaction Test
Finished Transaction Test

10. Transaction TestSucceeded
Running Transaction
Installing : perl-URI 1/1
Installed:
perl-URI.noarch 0:1.35-3
Complete!
Resolve mod_perl dependency:
# yum install mod_perl
Loaded plugins:fastestmirror
Loadingmirror speeds from cached hostfile
* addons:mirror.trouble-free.net
* base: mirror.steadfast.net
* extras:mirror.trouble-free.net
* updates: styx.biochem.wfubmc.edu
Setting up Install Process
ResolvingDependencies
--> Runningtransaction check
---> Packagemod_perl.x86_64 0:2.0.4-6.el5 set to be updated
--> ProcessingDependency: perl(BSD::Resource) for package: mod_perl
--> Running transaction check
---> Packageperl-BSD-Resource.x86_64 0:1.28-1.fc6.1 set to be updated
--> Finished Dependency Resolution
Dependencies Resolved
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:
mod_perl x86_64 2.0.4-6.el5 base 4.0 M
Installingfor dependencies:
perl-BSD-Resource x86_64 1.28-1.fc6.1 base 29 k
Transaction Summary
================================================================================
Install 2 Package(s)

11. Upgrade 0 Package(s)
Total download size:4.1 M
Is this ok [y/N]: y
DownloadingPackages:
(1/2): perl-BSD-Resource-1.28-1.fc6.1.x86_64.rpm | 29 kB 00:00
(2/2): mod_perl-2.0.4-6.el5.x86_64.rpm | 4.0 MB 00:00
--------------------------------------------------------------------------------
Total 3.9 MB/s | 4.1 MB 00:01
Running rpm_check_debug
Running Transaction Test
Finished Transaction Test
Transaction TestSucceeded
Running Transaction
Installing : perl-BSD-Resource 1/2
Installing : mod_perl 2/2
Installed:
mod_perl.x86_64 0:2.0.4-6.el5
Dependency Installed:
perl-BSD-Resource.x86_64 0:1.28-1.fc6.1
Complete!
Resolve perl-libwww-perl dependency:
# yum install perl-libwww-perl
Loaded plugins:fastestmirror
Loadingmirror speeds from cached hostfile
* addons:mirror.trouble-free.net
* base: mirror.steadfast.net
* extras:mirror.trouble-free.net
* updates: styx.biochem.wfubmc.edu
Setting up Install Process
ResolvingDependencies
--> Runningtransaction check
---> Packageperl-libwww-perl.noarch 0:5.805-1.1.1 set to be updated
--> ProcessingDependency: perl-HTML-Parser >= 3.33 for package: perl-libwww-perl
--> ProcessingDependency: perl(HTML::Entities) for package: perl-libwww-perl

12. --> ProcessingDependency: perl(Compress::Zlib) for package: perl-libwww-perl
--> Runningtransaction check
---> Packageperl-Compress-Zlib.x86_64 0:1.42-1.fc6 set to be updated
---> Packageperl-HTML-Parser.x86_64 0:3.55-1.fc6 set to be updated
--> ProcessingDependency: perl-HTML-Tagset >= 3.03 for package:perl-HTML-Parser
--> ProcessingDependency: perl(HTML::Tagset) for package: perl-HTML-Parser
--> Runningtransaction check
---> Packageperl-HTML-Tagset.noarch 0:3.10-2.1.1 set to be updated
--> Finished Dependency Resolution
Dependencies Resolved
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:
perl-libwww-perl noarch 5.805-1.1.1 base 376 k
Installingfor dependencies:
perl-Compress-Zlib x86_64 1.42-1.fc6 base 52 k
perl-HTML-Parser x86_64 3.55-1.fc6 base 92 k
perl-HTML-Tagset noarch 3.10-2.1.1 base 15 k
Transaction Summary
================================================================================
Install 4 Package(s)
Upgrade 0 Package(s)
Total download size:534 k
Is this ok [y/N]: y
DownloadingPackages:
(1/4): perl-HTML-Tagset-3.10-2.1.1.noarch.rpm | 15 kB 00:00
(2/4): perl-Compress-Zlib-1.42-1.fc6.x86_64.rpm | 52 kB 00:00
(3/4): perl-HTML-Parser-3.55-1.fc6.x86_64.rpm | 92 kB 00:00
(4/4): perl-libwww-perl-5.805-1.1.1.noarch.rpm | 376 kB 00:00
--------------------------------------------------------------------------------
Total 858 kB/s | 534 kB 00:00
Running rpm_check_debug
Running Transaction Test
Finished Transaction Test
Transaction TestSucceeded

13. Running Transaction
Installing : perl-Compress-Zlib 1/4
Installing : perl-HTML-Tagset 2/4
Installing : perl-HTML-Parser 3/4
Installing : perl-libwww-perl 4/4
Installed:
perl-libwww-perl.noarch 0:5.805-1.1.1
Dependency Installed:
perl-Compress-Zlib.x86_64 0:1.42-1.fc6 perl-HTML-Parser.x86_64 0:3.55-1.fc6
perl-HTML-Tagset.noarch 0:3.10-2.1.1
Complete!
Resolve perl-Net-DNS dependency:
[root@null-0023ae875f47opt]# yum install perl-Net-DNS
Loaded plugins:fastestmirror
Loadingmirror speeds from cached hostfile
* addons:mirror.trouble-free.net
* base: mirror.steadfast.net
* extras:mirror.trouble-free.net
* updates: styx.biochem.wfubmc.edu
Setting up Install Process
ResolvingDependencies
--> Runningtransaction check
---> Packageperl-Net-DNS.x86_64 0:0.59-3.el5 set to be updated
--> ProcessingDependency: perl(Digest::HMAC_MD5) for package: perl-Net-DNS
--> ProcessingDependency: perl(Net::IP) for package: perl-Net-DNS
--> Runningtransaction check
---> Packageperl-Digest-HMAC.noarch 0:1.01-15 set to be updated
--> ProcessingDependency: perl(Digest::SHA1) for package: perl-Digest-HMAC
---> Packageperl-Net-IP.noarch 0:1.25-2.fc6 set to be updated
--> Runningtransaction check
---> Packageperl-Digest-SHA1.x86_64 0:2.11-1.2.1 set to be updated
--> Finished Dependency Resolution
Dependencies Resolved

14. ================================================================================
Package Arch Version Repository Size
================================================================================
Installing:
perl-Net-DNS x86_64 0.59-3.el5 base 215 k
Installingfor dependencies:
perl-Digest-HMAC noarch 1.01-15 base 12 k
perl-Digest-SHA1 x86_64 2.11-1.2.1 base 49 k
perl-Net-IP noarch 1.25-2.fc6 base 31 k
Transaction Summary
================================================================================
Install 4 Package(s)
Upgrade 0 Package(s)
Total download size:306 k
Is this ok [y/N]: y
DownloadingPackages:
(1/4): perl-Digest-HMAC-1.01-15.noarch.rpm | 12 kB 00:00
(2/4): perl-Net-IP-1.25-2.fc6.noarch.rpm | 31 kB 00:00
(3/4): perl-Digest-SHA1-2.11-1.2.1.x86_64.rpm | 49 kB 00:00
(4/4): perl-Net-DNS-0.59-3.el5.x86_64.rpm | 215 kB 00:00
--------------------------------------------------------------------------------
Total 565 kB/s | 306 kB 00:00
Running rpm_check_debug
Running Transaction Test
Finished Transaction Test
Transaction TestSucceeded
Running Transaction
Installing : perl-Digest-SHA1 1/4
Installing : perl-Digest-HMAC 2/4
Installing : perl-Net-IP 3/4
Installing : perl-Net-DNS 4/4
Installed:
perl-Net-DNS.x86_64 0:0.59-3.el5
Dependency Installed:
perl-Digest-HMAC.noarch 0:1.01-15 perl-Digest-SHA1.x86_64 0:2.11-1.2.1
perl-Net-IP.noarch 0:1.25-2.fc6

15. Complete!
Resolve perl-IO-Socket-SSL dependency:
# yum install perl-IO-Socket-SSL
Loaded plugins:fastestmirror
Loadingmirror speeds from cached hostfile
* addons:mirror.trouble-free.net
* base: mirror.steadfast.net
* extras:mirror.trouble-free.net
* updates: styx.biochem.wfubmc.edu
Setting up Install Process
ResolvingDependencies
--> Runningtransaction check
---> Packageperl-IO-Socket-SSL.noarch 0:1.01-1.fc6 set to be updated
--> ProcessingDependency: perl(Net::SSLeay) >= 1.21 for package: perl-IO-Socket-SSL
--> Runningtransaction check
---> Packageperl-Net-SSLeay.x86_64 0:1.30-4.fc6 set to be updated
--> Finished Dependency Resolution
Dependencies Resolved
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:
perl-IO-Socket-SSL noarch 1.01-1.fc6 base 49 k
Installingfor dependencies:
perl-Net-SSLeay x86_64 1.30-4.fc6 base 192 k
Transaction Summary
================================================================================
Install 2 Package(s)
Upgrade 0 Package(s)
Total download size:241 k
Is this ok [y/N]: y
DownloadingPackages:
(1/2): perl-IO-Socket-SSL-1.01-1.fc6.noarch.rpm | 49 kB 00:00

16. (2/2): perl-Net-SSLeay-1.30-4.fc6.x86_64.rpm | 192 kB 00:00
--------------------------------------------------------------------------------
Total 785 kB/s | 241 kB 00:00
Running rpm_check_debug
Running Transaction Test
Finished Transaction Test
Transaction TestSucceeded
Running Transaction
Installing : perl-Net-SSLeay 1/2
Installing : perl-IO-Socket-SSL 2/2
Installed:
perl-IO-Socket-SSL.noarch 0:1.01-1.fc6
Dependency Installed:
perl-Net-SSLeay.x86_64 0:1.30-4.fc6
Complete!
Resolve perl-XML-Parser dependency:
# yum install perl-XML-Parser
Loaded plugins:fastestmirror
Loadingmirror speeds from cached hostfile
* addons:mirror.trouble-free.net
* base: mirror.steadfast.net
* extras:mirror.trouble-free.net
* updates: styx.biochem.wfubmc.edu
Setting up Install Process
ResolvingDependencies
--> Runningtransaction check
---> Packageperl-XML-Parser.x86_64 0:2.34-6.1.2.2.1 set to be updated
--> Finished Dependency Resolution
Dependencies Resolved
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:

17. perl-XML-Parser x86_64 2.34-6.1.2.2.1 base 210 k
Transaction Summary
================================================================================
Install 1 Package(s)
Upgrade 0 Package(s)
Total download size:210 k
Is this ok [y/N]: y
DownloadingPackages:
perl-XML-Parser-2.34-6.1.2.2.1.x86_64.rpm | 210 kB 00:00
Running rpm_check_debug
Running Transaction Test
Finished Transaction Test
Transaction TestSucceeded
Running Transaction
Installing : perl-XML-Parser 1/1
Installed:
perl-XML-Parser.x86_64 0:2.34-6.1.2.2.1
Complete!
Install via RPM command
Install OTRS RPM usingyum:
# yum --nogpgcheck install otrs-3.0.6-01.noarch.rpm
<text removed for clarity>
Next steps:
[httpd services]
Restart httpd 'servicehttpd restart'
[mysqld service]
Start mysqld 'servicemysqld start'
[install the OTRS database]
Use a webbrowser and open this link:

18. http://CentOShostname/otrs/installer.pl
[OTRS services]
Start OTRS 'serviceotrs start' (serviceotrs {start|stop|status|restart).
((enjoy))
Your OTRS Team
Cleanup : otrs 3/3
Dependency Installed:
perl-TimeDate.noarch 1:1.16-5.el5
Updated:
otrs.noarch 0:3.0.6-01
Complete!
Basic Apache config
Make backup of httpd.conf file.
# cp /etc/httpd/conf/httpd.conf /etc/httpd/conf/httpd.conf.back
Edit httpd.conf file:
# vi /etc/httpd/conf/httpd.conf
At minimum update these entries:
ServerAdmin ptay@yourdomain.com
ServerName [hostname or IP address]:80
Listen yourIP:80
Restart httpd:
# servicehttpd restart
Stopping httpd: [ OK ]

19. Startinghttpd: [ OK ]
Setup MySQL database
Followsimplesteps provided on OTRS docs page. Thank you OTRS devs for providinga simpleweb installer!
If on samemachine as OTRS install you pointyour browser to http://localhost/otrs/installer.pl otherwisereplace
localhostwith domain name or IP address.
Logging into OTRS
After configuringMySQL via web installer you should beableto loginto OTRS
via http://IPaddress/otrs/index.pl with user root@localhostand defaultpassword.
Enjoy OTRS!

20. Configuring the database
The simple way - Using the web installer (works only with MySQL)
If you use MySQL as the database back-end, you can use the OTRS web
installer: http://localhost/otrs/installer.pl .
When the web installer starts, please follow the next steps to setup your system:
1. Check out the information about the OTRS offices and click on next to continue (see Figure below).
Figure: Welcome screen.
2. Read the GNU Affero General Public License (see Figure below) and accept it, by clicking the corresponding
button at the bottom of the page.

21. Figure: GNU Affero General Public License.
3. Provide the username and password of the administrator, the DNS name of the computer which hosts
OTRS and the type of database system to be used. After that, check the settings (see Figure below).

22. Figure: Database initial settings.
You will be notified if the check was successful. Press OK to continue (see Figure below).

23. Figure: Notification for successful check.
4. Create a new database user, choose a name for the database and click on 'Next' (see Figure below).
Warning
It is never a good idea to usedefault passwords.Pleasechangethe defaultpassword for the OTRS database!
Figure: Database settings.
If the database and its user were successfully created, you will get a setup notification, as shown in Figure.
Click 'Next' to go to the next screen.

24. Figure: Notification indicating successful database setup.
5. Provide all the required system settings and click on 'Next' (see Figure below).

25. Figure: System settings.
6. If you want, you can provide the needed data to configure your inbound and outbound mail, or skip this
step by pressing the right button at the bottom of the screen (see Figure below).
Figure: Mail configuration.
7. Restart the OTRS service now to use the new configuration settings as shown in the script below.
linux:~ # service otrs restart
Shutting downOTRS
Disable /opt/otrs/bin/otrs.PostMaster.pl ... done.
no crontabfor otrs
Shutting downcronjobs ... failed!
Shutting downOTRS (completely)
Shutting downApache ... done.
Shutting downMySQL ... done.
done
StartingOTRS (completely)
Starting Apache ... done.

26. Starting MySQL ... done.
StartingOTRS
Checking Apache ... done.
Checking MySQL ... done.
Checking database connect... (It looks Ok!).
Enable /opt/otrs/bin/otrs.PostMaster.pl ... done.
Checking otrs spool dir... done.
Creating cronjobs (source /opt/otrs/var/cron/*)... done.
-->> http://linux.example.com/otrs/index.pl <<--
done
done
linux:~ #
Script: Restarting the OTRS service.
Congratulations! Now the installation of OTRS is finished and you should be able to work with the system
(see Figure below). To log into the web interface of OTRS, use the addresshttp://localhost/otrs/index.pl from
your web browser. Log in as OTRS administrator, using the username 'root@localhost' and the password
'root'. After that you can configure the system for your needs.
Warning
Pleasechange the password for the 'root@localhost' accountas soon as possible.

27. Figure: Final steps to install OTRS.

28. Backup
There are two types of data to backup: application files (e.g. the files in /opt/otrs), and the data stored in
the database.
To simplify backups, the script scripts/backup.pl is included with every OTRS installation. It can be run to
backup all important data (see Script 22.1 below).
linux:/opt/otrs# cd scripts/
linux:/opt/otrs/scripts# ./backup.pl --help
backup.pl <Revision 1.1> - backupscript
Copyright (c) 2001-2005 Martin Edenhofer <martin@otrs.org>
usage: backup.pl -d/data_backup/[-c bzip2|gzip] [-r 30] [-t nofullbackup]
linux:/opt/otrs/scripts#
Script 22.1. Gettinghelp about the OTRS backup mechanism.
Execute the command specified in Script 22.2 to createa backup:
linux:/opt/otrs/scripts# ./backup.pl -d/backup/
Backup/backup//2010-09-07_14-28/Config.tar.gz... done
Backup/backup//2010-09-07_14-28/Application.tar.gz ... done
Dump MySQL rdbms ... done
Compress SQL-file... done
linux:/opt/otrs/scripts#
Script 22.2. Creating a backup.
All data was stored in the directory /backup/2010-09-07_14-28/ (see Script 22.3 below). Additionally, the
data was saved into a .tar.gz file.
linux:/opt/otrs/scripts# ls /backup/2010-09-07_14-28/
Application.tar.gz Config.tar.gz DatabaseBackup.sql.gz
linux:/opt/otrs/scripts#

29. Restore
To restore a backup, the saved application data has to be written back into the installation directory,
e.g. /opt/otrs. Also the database has to be restored.
A script scripts/restore.pl (see Script 22.4 below), which simplifies the restore process, is shipped with every
OTRS installation. It supports MySQL and PostgreSQL.
linux:/opt/otrs/scripts# ./restore.pl --help
restore.pl <Revision1.1> - restore script
Copyright (c) 2001-2005 Martin Edenhofer <martin@otrs.org>
usage: restore.pl -b/data_backup/<TIME>/ -d /opt/otrs/
linux:/opt/otrs/scripts#
Script 22.4. Gettinghelp about the restore mechanism.
Data that is stored, for example, in the directory /backup/2010-09-07_14-28/, can be restored with the
command specified in Script 22.5, assuming the OTRS installation is at /opt/otrs.
linux:/opt/otrs/scripts# ./restore.pl -b /backup/2010-09-07_14-28 -d /opt/otrs/
Restore /backup/2010-09-07_14-28//Config.tar.gz ...
Restore /backup/2010-09-07_14-28//Application.tar.gz ...
create MySQL
decompresses SQL-file ...
cat SQL-file intoMySQL database
compress SQL-file...
linux:/opt/otrs/scripts#

30. Major Errors And There Resolution.
1. “Kernel/Config.pmisn’twritable”,alsosays“Can’topen/opt/otrs/Kernel/Config.pm:Permission
denied”.
Solution:
Loginas root on webserver,
#chmod 777 /opt/otrs/Kernel/Config.pm
2. Oops!An Error occurred. Error Message:Accessdeniedforuser‘otrs’@’localhost’(usingpassword:
YES)
Solution
# mysql -uroot-p otrs < /opt/otrs/scripts/database/otrs-schema.mysql.sql
# mysql -uroot-p otrs < /opt/otrs/scripts/database/otrs-initial_insert.mysql.sql
# mysql -uroot-p otrs < /opt/otrs/scripts/database/otrs-schema-post.mysql.sql
# mysql -uroot-p
Enter password:
Welcome tothe MySQL monitor.Commandsendwith;or g.
Your MySQL connectionidis18
Serverversion:5.0.77 Source distribution
Type 'help;'or 'h' for help.Type 'c' to clearthe buffer.
mysql>GRANTALL PRIVILEGESON *.* TO otrs@localhostIDENTIFIEDBY“redhat” WITH GRANT OPTION;
QueryOK,0 rowsaffected(0.00 sec)
mysql>exit
Bye
# mysqladmin -uroot-preload
OpenConfig.pmfile from OTRS system path and change DatabasePW to your password
# vi /opt/otrs/Kernel/Config.pm
# —————————————————- #
# database settings#
# —————————————————- #
# DatabaseHost
# (The database host.)

31. $Self->{DatabaseHost}=‘localhost’;
# Database
# (The database name.)
$Self->{Database}=‘otrs’;
# DatabaseUser
# (The database user.)
$Self->{DatabaseUser} =‘otrs’;
# DatabasePw
# (The passwordof database user.Youalsocan use bin/otrs.CryptPassword.pl forcrypted passwords.)
$Self->{DatabasePw} =‘redhat’;
3. Access denied for user ‘root’@’localhost’(usingpassword:YES)
Solution:
mysql>GRANTALL PRIVILEGESON *.* TO 'root'@'localhost'
-> IDENTIFIEDBY 'some_pass'WITH GRANT OPTION;
where 'some_pass'isthe passwordyouwantto use
4. otrs 3 can't create directory'/opt/otrs/var/tmp/cachefilestorable/':permissiondenied
Solution:
#cd opt/otrs/bin
#./otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache--web-group=apache
/opt/otrs
OR, alternate solution.
#chmod –R 777 /opt/otrs/*

32. Reference:
1. http://doc.otrs.org/3.1/en/html
2. http://wiki.otterhub.org/index.php?title=Installation_of_OTRS_3.0b1_on_CentOS_5.5
3. http://www.techmajha.com/2011/03/03/oops-an-error-occurred-error-message-access-denied-
for-user-%E2%80%98otrs%E2%80%99localhost%E2%80%99-using-password-yes-please-contact-
your-administrator/
4. http://forums.otterhub.org/viewtopic.php?f=63&t=5527
5. http://forums.otterhub.org/viewtopic.php?t=16506&p=63597
6. http://www.cyberciti.biz/faq/rhel-fedorta-linux-iptables-firewall-configuration-tutorial/
7. http://www.if-not-true-then-false.com/2011/upgrade-centos-6/
8. http://www.cyberciti.biz/faq/rhel-centos-fedora-linux-yum-command-howto/