OTRS 1.1 - Manual
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# Install OTRS on Win32

This How-To installs the Open Ticket Request System OTRS on systems running Win32. I tested it on Windows 2000, it should run on Windows 98, 98SE, ME, NT4 and XP, too.

> Command Boxes: Throughout this document, we will need to enter commands directly into the system quite often. We do this in a so called command box. Other names are command line, (DOS) prompt or shell. Here is how to invoke a command box on Windows:

> Click Start, then Execute and enter `cmd` in the dialogue box popping up. Hit `Return` on your keyboard or click OK. A (usually black) box appears, showing something similar to this:

>     Microsoft Windows 2000 [Version 5.00.2195]
>     (C) Copyright 1985-2000 Microsoft Corp.

>     C:\>

> You may now enter commands such as

>     Microsoft Windows 2000 [Version 5.00.2195]
>     (C) Copyright 1985-2000 Microsoft Corp.

>     C:\>cd /d d:\otrs\bin\cgi-bin

>     D:\otrs\bin\cgi-bin>dir
>      Datenträger in Laufwerk D: ist Aurelia
>      Datenträgernummer: C8F1-F408

>      Verzeichnis von D:\otrs\bin\cgi-bin

>     20.01.03  00:20         <DIR>          .
>     20.01.03  00:20         <DIR>          ..
>     08.06.02  23:37                     10 .cvsignore
>     18.01.03  02:14                     20 .htaccess
>     09.01.03  16:06                 20.734 customer.pl
>     09.01.03  16:06                 19.014 index.pl
>     03.01.03  17:17                  4.203 installer.pl
>     03.01.03  17:17                  5.450 pic.pl
>                    6 Datei(en)         49.431 Bytes
>                    2 Verzeichnis(se),   9.825.726.464 Bytes frei
>     D:\otrs\bin\cgi-bin>

> This will bring you to your OTRS executable directory and show it's contents. The /d switch tells Windows to also change the drive letter, if necessary, i.e. to directly switch to the given directory.

> Please note that this is a sample output only, and it's from my box, a german Windows 2000 installation, as you see. It will probably look different on your box.

> You can customize the appearance of command boxes by clicking in the upper left corner of the window and choose `Properties`.

> It will help if you get a little bit comfortable with command boxes and working from the command line in general. Search with Google for help with command lines.

## Installations

You will need three main components on your system, a webserver (Sambar Server or/and Apache), a database (MySQL) and the programming language Perl.

The whole installation will assumingly take place on drive D:, but you may install wherever you like, for sure. All you have to do is replace every occurence of D: or d: with your choice, f.e. c:\Programs. It is *no* good idea to have spaces in the installation path, so c:\program Files\otrs won't be a lucky choice.

### Install PERL

Download Perl, Version 5.6.1 build 633 from http://www.activestate.com/Products/Download/Download.plex?id=ActivePerl. I recommend chosing the MSI version.

Install Perl using the default values to D:\Perl.

#### Install Additional PERL Packages

Download the OTRS-Win32-Perl-Packages in one file (coming via FTP from ftp.otrs.org) and unpack it into `D:\Perl`, preserving directory structure.

### Choosing And Installing The Webserver

OTRS requires a minimum of one webserver to run ;) You may choose the one of your choice, it will probably run on every perl-enabled webserver. I tested it on Sambar 5.2 & above and on Apache, both 1.3 and 2.0. `mod_perl` is only availabe for Apache. Currently, only mod_perl-1.0 on Apache 1.3.27 is working ok for OTRS, mod_perl-2.0 regrettably not.

#### Installing Apache

Download the Apache of your choice (1.3.27 and/or 2.0.43) and install it/them. I recommend you choose `D:\Apache` as root for *both* versions. The resulting directory structure will be:

    D:\Apache\           --- home of both
    D:\Apache\Apache\    --- home of Apache 1.3
    D:\Apache\Apache2\   --- home of Apache 2.0

> Tip: You may install both 1.3 and 2.0 on the very same machine, they can both be running and may both be used at the same time, if you like to. All you have to do is to ensure they are not configured to run on the same port. The second installation willing to start on port 80 won't succeed in doing so. So configure Apache 1.3 to run on port 80, Apache 2.0 to run on port 81. You could even configure the Sambar webserver (see different section in this manual) to run on port 82, if you'd like to, or choose your own port configuration. Surely one webserver running one version would be enough - the rest is for geeks ;)

#### Install Sambar Server

Download Sambar Server from http://sambar.robertkehl.de, the home page is http://www.sambar.com. I recommend using version 5.2 Production, surely any later version will do, too. Do not use any version prior to 5.2 Production!

Read the security notes on http://www.sambar.com/syshelp/security.htm and install Sambar, where you like to, D:\Sambar is a good choice.

If you're running Windows NT4, 2000 or XP, you can and should install Sambar as a Service, if the install routine hasn't done so yet. Therefore you open a command box. You enter the following:

    C:\>cd /d d:\sambar\bin
    D:\sambar\bin>ntserver.exe -i -s Sambar

Now start Sambar using the built-in service administration panel or by entering:

    D:\sambar\bin>net start Sambar

On Win9x/ME, you start Sambar clicking Start -> Programs -> Sambar Server -> Start Sambar Server. There are no services on Win9x/ME.

Ensure that Sambar is running: http://localhost. The documentation can be found here: http://localhost/syshelp/index.htm. The system administration forms are here: http://localhost/session/adminlogin?RCpage=/sysadmin/index.stm.

> Important: Ensure to *now* set the admin password to prevent others using your Sambar in a malicious way. You do this on the sysadmin forms under User Management. Good Passwords are longer than eight keystrokes and look like this: `sie.&Fh9w_iG`

### Install MySQL

Download MySQL from http://www.mysql.com/downloads/mysql-3.23.html and install it in D:\mysql, under Win 2000/XP as a service, too. Start it.

For a more comfortable configuration interface I recommend installing phpMyAdmin from http://www.phpmyadmin.net, too, location: D:\mysql\phpMyAdmin. This will require PHP to be installed, which always is a very good idea.

We change the passwort for root later.

### Install OTRS

Last but least - the beast!

Download OTRS as a tarball (.tar.gz): http://otrs.org/download and unzip it to d:\, preserving the directory structure. A directory called 'otrs' will be created on D:\

## Configuration

### Configuring Perl

We now patch our Perl because it doesn't suit our needs in the default installation, there are some so called "packages" missing.

Open a command box and enter this:

    C:\>cd /d D:\Perl\packages

    D:\Perl\packages>install.bat
      [...returned ouput snipped...]

The install routine places the file `mod_perl.so` in `\Apache\Apache\modules`. By the time of this writing, you will have to manually adjust the path in `install.bat`, if you installed Apache in another place or copy `mod_perl.so` manually to your Apache's `modules` directory.

Your Perl should now look like this or even better:

    D:\Perl\packages>ppm query
      [...returned ouput shortened...]
      Archive-Tar      [0.072      ]
    	Authen-SASL      [2.03       ]
    	Compress-Zlib    [1.16       ]
    	Convert-ASN1     [0.16       ]
    	DBD-Mysql        [1.2200     ]
    	DBI              [1.27       ]
    	Digest           [1          ]
    	Digest-HMAC      [1.01       ]
    	Digest-MD2       [2          ]
    	Digest-MD4       [1.1        ]
    	Digest-MD5       [2.20       ]
    	Digest-SHA1      [2.01       ]
    	File-CounterFile [0.12       ]
    	Font-AFM         [1.18       ]
    	GD               [1.27.2     ]
    	GDGraph          [1.32       ]
    	GDTextUtil       [0.80       ]
    	HTML-Parser      [3.26       ]
    	HTML-Tagset      [3.03       ]
    	HTML-Tree        [3.11       ]
    	IO-Socket-SSL    [0.92       ]
    	IO-stringy       [2.108      ]
    	MD5              [2.02       ]
    	MIME-Base64      [2.12       ]
    	MIME-tools       [5.411a     ]
    	MailTools        [1.58       ]
    	Net-DNS          [0.33       ]
    	Net_SSLeay.pm    [1.22       ]
    	PPM              [2.1.6      ]
    	SOAP-Lite        [0.55       ]
    	Storable         [1.0.12     ]
    	Test-Simple      [0.47       ]
    	Tk               [800.023    ]
    	URI              [1.19       ]
    	XML-Parser       [2.27       ]
    	XML-Simple       [1.06       ]
    	libnet           [1.12       ]
    	libwin32         [0.19.1     ]
    	libwww-perl      [5.64       ]
    	mod_perl         [1.27_01-dev]
    	perl-ldap        [0.26       ]

You may now delete the files in D:\Perl\packages, if you want to, but you don't have to.

That's it for Perl.

### Configuring The Webserver

Again we differentiate between Apache and Sambar. Remeber you can have both running or switch around if you like.

#### Configuring Apache

In the following, I will refer to 'Apache' only, the process is the same for both versions 1.3 and 2.0.

Open Apache's configuration file `httpd.conf`, it is located in `d:\Apache\Apache\conf\`. Append these lines to the end of the file, adjust them to your needs:

    # uncomment the following two for Apache2!
    LoadModule perl_module modules/mod_perl.so
    AddModule mod_perl.c

    ### added for OTRS (http://otrs.org/)

    <IfModule mod_alias.c>
    	Alias /otrs/ "d:/otrs/bin/cgi-bin/"
    	PerlModule Apache::Registry
    </IfModule>

    <Location /otrs>
    	Options ExecCGI
    	Order deny,allow
    	Deny from all
    	allow from 127.0.0.1

    	SetHandler cgi-script
    	ScriptInterpreterSource registry

    	<IfModule mod_perl.c>
    		SetHandler  perl-script
    		PerlHandler Apache::Registry
    		PerlSendHeader On
    	</IfModule>

    </Location>

    # load all otrs modules
    Perlrequire d:/otrs/scripts/apache-perl-startup.pl

    # MaxRequestsPerChild (so no apache child will be to big!)
    #MaxRequestsPerChild 400
    # depends on your RAM

Take a little time to configure the rest of `httpd.conf`, too. Open `d:\otrs\scripts\apache-perl-startup.pl` and change these lines:

    1:
    #! D:/Perl/bin/perl
    10,11:
    use lib "d:/otrs/";
    use lib "d:/otrs/Kernel/cpan-lib";
    38,39:
    #use Kernel::System::AuthSession::IPC;
    use Kernel::System::AuthSession::DB;
    46,47:
    #use Kernel::System::Log::SysLog;
    use Kernel::System::Log::File;

> About mod_perl_2.0 on Apache2: At this moment, OTRS under mod_perl_2.0 isn't running smoothly on Win32, so perl is used as a CGI process on Apache2 only. We are fully aware that mod_perl_2.0 should be used to efficiently speed things up, and we're in the process of getting it to work. Please be patient or try mod_perl yourself. Let us know if you succeed :)

That's it for Apapche. (Re-)Start your installation(s) using the Apache monitor, proabably located in your task bar. Sometimes it's a good idea to restart the whole box.

#### Configuring Sambar

We now configure our webserver Sambar. Open the file D:\Sambar\config\mappings.ini and create these entries:

    [aliases]
    /mysql = d:/mysql/Docs
    /phpMyAdmin = d:/mysql/phpMyAdmin

    [cgi-aliases]
    /otrs/ = /otrs/bin/cgi-bin/
    /obin/ = /otrs/bin/

In D:\Sambar\config\config.ini you set values shown beneath::

    [common]
    Trace Level = INFO
    Trace Performance = true
    Network Trace Level = None
    Dynamic IP Test = true
    License =
    Licensee =
    DNS Primary = IPadresse.DNS1.beideinem.Provider
    DNS Secondary = IPadresse.DNS2.beideinem.Provider

    [server]
    System Administrator = admin
    System Administrator IP = 127.0.0.1
    Act As HTTP Server = true
    Act As HTTPS Server = false
    Act As DNS Server = false
    Act As DHCP Server = false
    Act As Mail Server = false
    Act As TFTP Server = false
    Act As FTP Server = false
    Act As FTPS Server = false
    Act As FTP Proxy = false
    Act As NNTP Proxy = false
    Act As SMTP Proxy = false
    Act As POP3 Proxy = false
    Act As IMAP4 Proxy = false
    Act As Bridge Proxy = false
    Act As SOCKS Proxy = false
    Act As Telnet Server = false
    Trace FTP = true
    Trace TFTP = true
    Trace Bridge = true
    Trace DHCP = true
    Trace DNS = true
    SMTP Server = smtp.deinprovider.de
    DOT-File Security = true

    [http]
    Act As HTTP Proxy = false
    Trace Proxy Usage = true
    Trace Requests = true
    Log Format = performance
    Don't Log IPs = 127.0.0.1
    Default Page = index.pl index.php index.stm index.shtml index.shtm index.sht index.htm index.html
    Perl Executable = D:/Perl/bin/perl.exe
    CGI Extensions = *.pl
    Enforce .htaccess = true

    [events]
    Monitor Invalid Logins = true
    Monitor Invalid Requests = true
    Share User Logins = true
    Trace User Logins = true

Restart Sambar for the changes to take affect.

> Note:: At the very moment we do not use the mail server of Sambar, nor the DNS server. To use them right now (outside of OTRS), you need a Pro version of Sambar, see http://sambar.com/syshelp/pro.htm. The http functionality is not limited in the freeware version, which is automagically active. Entering this in config.ini will enable the demo version of the Pro version aktiviert, which will run between 9 a.m. and 5 p.m.

>     [common]
>     License = demo
>     Licensee = demo

##### Securing /otrs/bin

We *have* to secure the alias /obin/ which points to d:\otrs\bin\, holding all of the code useful for hacking the system. I personally do not want to expose these "tools" to everyone.

Create the file d:\otrs\bin\htaccess.txt using Windows Explorer containing just this one line:

    require group root

Open a command box and enter this:

    C:\>cd /d d:\otrs\bin

    D:\otrs\bin>ren htaccess.txt .htaccess

Now only users belonging to the group "root" and the system itself (CRON jobs f.e.) will be allowed to access the scripts in "d:\otrs\bin".

##### Accelerating PHP and Perl

We will now tell Sambar to speed up a bit while using Perl and PHP by telling him to load the two as ISAPI-DLLs.

In D:\Sambar\config\config.ini you clear the value for CGI Extensions as shown beneath:

    [common]
    CGI Extensions =

In D:\Sambar\config\mappings.ini you set these values:

    [isapi]
    *.pl = d:\perl\bin\perlis.dll
    *.cgi = d:\perl\bin\perlis.dll
    *.php = d:\php\php4isapi.dll
    *.php4 = d:\php\php4isapi.dll
    *.php3 = d:\php\php4isapi.dll

Now you must copy the file D:\php\sapi\php4isapi.dll to d:\php\. Restart Sambar for all changes to take effect.

That's it for Sambar.

### Configuring MySQL

Secure your MySQL by providing good passwords for the users @%, root@% und root@localhost. This can easily be done via phpMyAdmin.

Let's fill the database. You can do this via the command line, as show here (output not shown):

    C:\>cd /d d:\mysql
    D:\mysql>mysql -u root -p password -e 'create database otrs'
    D:\mysql>mysql -u root -p password otrs < d:\otrs\scripts\database\otrs-schema.mysql.sql
    D:\mysql>mysql -u root -p password otrs < d:\otrs\scripts\database\initial_insert.sql
    D:\mysql>mysql -u root -p -e 'GRANT ALL PRIVILEGES ON otrs.* TO otrs@localhost IDENTIFIED BY "some-pass" WITH GRANT OPTION;'
    D:\mysql>mysqladmin -u root -p password reload

I recommend using phpMyAdmin under http://localhost/phpMyAdmin instead of working on the command line. You create the database right on the start screen. Now you click the tab "SQL", and enter d:\otrs\scripts\database\otrs-schema.mysql.sql in the textfield labeled "or File:". Click OK. If all went ok, enter d:\otrs\scripts\database\initial_insert.sql and click OK.

Now commit this command:

    GRANT ALL PRIVILEGES ON otrs.* TO otrs@localhost IDENTIFIED BY "irgendeinpasswort" WITH GRANT OPTION;

That's it for MySQL, which we provided with the database otrs, its corresponding tables and the user otrs@localhost.

### Configuring OTRS

#### CONFIG.PM

Now you teach OTRS s.th. about you. First create your configuration file:

    C:\>cd /d d:\otrs\Kernel
    D:\otrs\bin>copy Config.pm.dist Config.pm

Despite your settings concerning FQDN etc., you set the following in d:\otrs\Kernel\Config.pm:

        # -----------------------------------------------------#
        # Sendmail
        # -----------------------------------------------------#
        $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
        $Self->{'SendmailModule::Host'} = 'smtp-server.of.your.provider';
        $Self->{'SendmailModule::AuthUser'} = 'smtp-username';
        $Self->{'SendmailModule::AuthPassword'} = 'smtp-password';
        # -----------------------------------------------------#
        # directories
        # -----------------------------------------------------#
        $Self->{Home} = 'd:/otrs';
        $Self->{CounterLog} = '<OTRS_CONFIG_Home>/var/log/TicketCounter.log';
        $Self->{ArticleDir} = '<OTRS_CONFIG_Home>/var/article';
        $Self->{StatsPicDir} = '<OTRS_CONFIG_Home>/var/pics/stats';
        $Self->{TemplateDir} = '<OTRS_CONFIG_Home>/Kernel/Output';
        $Self->{TempDir} = '<OTRS_CONFIG_Home>/var/tmp';
        # ----------------------------------------------------#
        # LogModule                                           #
        # ----------------------------------------------------#
        $Self->{LogModule} = 'Kernel::System::Log::File';
        # -----------------------------------------------------#
        # own config settings                                  #
        # config settings taken from Kernel/Config/Defaults.pm #
        # -----------------------------------------------------#
        # $Self->{SessionUseCookie} = 0;
        $Self->{SessionModule} = 'Kernel::System::AuthSession::DB';

> A note about your FQDN: This is the called Full Qulified Domain Name of your PC, just like your IP adress it's unique across the universe ...ah... internet, I mean. If you're using a dial-up line to connect to the internet, your FQDN will always be a different one each time you dial anew. This is indeed ok for OTRS, but it's not nice if exim announces itself with a wrong name. It can lead to difficulties in mail delivery.

> To solve this problem you can use so called Dynamic DNS services like http://www.dyndns.org. By using a client such as DirectUpdate (http://www.directupdate.net) you submit your IP adress to dyndns.org each times it changes and can thereby obtain a FQDN, for example gogos-pc.home-ip.net. You can even forward your domain http://www.thisismydomain.com to your home PC. If you got further questions concerning Dynamic DNS services, don't hesitate to ask - but now back to OTRS :)

## The First Start

Now startup OTRS for the first time. A good idea is to reboot your machine before, remember: You're on Windows ;) Then call http://localhost/otrs/index.pl in your favourite browser.

The user name is "root@localhost", the password is "root", both without the quotes.

> Important: It's a *very good* idea to *now* change your password on http://localhost/otrs/index.pl?Action=AdminUser

### System Email Addresses & POP3

You set your system email addresses here: http://localhost/otrs/index.pl?Action=AdminSystemAddress. These are the addresses your customers lateron use to reach your OTRS.

You create POP3 accounts for each system email here: http://localhost/otrs/index.pl?Action=AdminPOP3

Your OTRS is now ready, you can start! Have a look around the interface and work on the test ticket provided.

Now write an email to one of the system email addresses. Enter this in your browser, it provides the email to OTRS. http://localhost/obin/PostMasterPOP3.pl. We will later automate this.

Your email will be visible in the queue Raw - that's here: http://localhost/otrs/index.pl?Action=AgentQueueView. Answer this first inquiry.

> Tip: It is NO good idea to use one of the System Email Addresses to address the system, this will produce loops.

### Setup CRON Job(s)

At last, we tell Sambar to fetch all POP3-Mail every 10 minutes and pump it into the database. Therefore you enter this in D:\Sambar\config\schedule.ini:

      [cron]
    # fetch emails every 10 minutes
    */10 * * * * perl d:/otrs/bin/PostMasterPOP3.pl &

> Important: The schedule entry will be active 1-2 minutes after saving the file.

> Tip: You may enter the following CRON jobs at this very moment, too. Their very purpose is described elsewhere in this manual.

>       [cron]
>     # start generic agent every 20 minutes
>     */20 * * * * perl d:/otrs/bin/GenericAgent.pl &

>     # check every 60 min the pending jobs
>     45 * * * * perl d:/otrs/bin/PendingJobs.pl &

>     # Rebuild Ticket Index every day
>     01 01 * * * perl d:/otrs/bin/RebuildTicketIndex.pl &

>     # delete every six hours old session ids
>     55 */6 * * * perl d:/otrs/bin/DeleteSessionIDs.pl --expired &

>     # unlock every hour old locked tickets
>     35 * * * * perl d:/otrs/bin/UnlockTickets.pl --timeout &

> No CRON Jobs on Apache: Please note that Apache cannot CRON. You will have to execute the CRON Jobs manually from the command line or by using Windows Task Scheduler. Use the following command for each script to prevent windows popping up at you screen while executing the script. `cmd /c start /min perl d:\otrs\bin\NameOfCRONJob.pl`

## Done!

Congratulations, you hopefully were successful in installing OTRS on Win32!

If s.th. still is not as clear as it should be or if you are getting nothing more than error messages instead of the interface of OTRS, don't hesitate to mail otrs-win32 at robertkehl.de. Hopefully you get a ticket back ;-)

I would be more enlighted if you'd send some success stories!

Surely this chapter will follow the development of OTRS. OTRS on Win32 can be done with Apache, too, and I will soon include a part on it.

Have fun using your OTRS on Sambar!

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