Hi List! I'm currently implementing otrs in my office. My preferred Platform is Redhat or FreeBSD. Find below a Patch from current CVS to an Spec-file with looks working on redhat 9. Its an default install with mysql, Apache2, mod-perl. Seems all dependencies where catched witch the installer. I only have one minor problem: When you get on http://otrs/otrs/ you get under the request new PW an Error 403 forbidden to access otrs. The strange is, when you access /otrs-web/ it works. Directory index forbidden by rule: /opt/otrs/bin/cgi-bin/ [root@localhost Desktop]# cat otrs-spec.diff --- root/otrs/scripts/redhat-otrs-8.0.spec 2003-04-17 00:35:25.000000000 +0200 +++ usr/src/redhat/SPECS/otrs.spec 2003-09-15 16:37:34.000000000 +0200 @@ -14,7 +14,7 @@ # -- Summary: The Open Ticket Request System. Name: otrs -Version: 0.0 +Version: 1.1.3 Copyright: GNU GENERAL PUBLIC LICENSE Version 2, June 1991 Group: Applications/Mail Provides: otrs @@ -25,7 +25,87 @@ BuildRoot: %{_tmppath}/%{name}-%{version}-build %description -<DESCRIPTION> +The Open Ticket Request System (http://otrs.org/) is a web based ticket system. + +Feedback: feedback@otrs.org + + +Authors: +-------- + Antti Kï¿1/2ï¿1/2ï¿1/2nen <antti at seu.net> + Carsten Gross <carsten at siski.de> + Franz Breu + Fred van Dijk <fvandijk at marklin.nl> + Gilberto Cezar de Almeida <gilberto at visaonet.com.br> + Jorge Becerra <jorge at icc-cuba.com> + Nicolas Goralski <ngoralski at oceanet-technology.com> + Remo Catelotti + Stefan Wintermeyer <stefan at wintermeyer.de> + Vladimir Gerdjikov <gerdjikov at gerdjikovs.net> + Martin Edenhofer <martin at otrs.org> + + OTRS is an Open source Ticket Request System with many features to manage + customer telephone calls and e-mails. It is distributed under the GNU + General Public License (GPL) and tested on Linux, Solaris, AIX, FreeBSD, + OpenBSD and Mac OS 10.x. Do you receive many e-mails and want to answer + them with a team of agents? You're going to love the OTRS! + + Feature list: + + Web-Interface: + - Agent web interface for viewing and working on all customer requests + - Admin web interface for changing system things + - Customer web interface for viewing and sending infos to the agents + - Webinterface with themes support + - Multi language support (Brazilian Portuguese, Bulgarian, Dutch, English, + Finnish, French, German, Italian and Spanish) + - customize the output templates (dtl) release independently + - Webinterface with attachment support + - easy and logical to use + + Email-Interface: + - MIME support (attachments) + - dispatching of incoming email via email addess or x-header + - autoresponders for customers by incoming emails (per queue) + - email-notification to the agent by new tickets, follow ups or lock timeouts + + Ticket: + - custom queue view and queue view of all requests + - Ticket locking + - Ticket replies (standard responses) + - Ticket autoresponders per queue + - Ticket history, evolution of ticket status and actions taken on ticket + - abaility to add notes (with different note types) to a ticket + - Ticket zoom feature + - Tickets can be bounced or forwarded to other email addresses + - Ticket can be moved to a different queue (this is helpful if emails are + for a specific subject) + - Ticket priority + - Ticket time accounting + - content Fulltext search + + System: + - creation and configuration of user accounts, and groups + - creation of standard responses + - Signature configuration per queue + - Salutation configuration per queue + - email-notification of administrators + - email-notification sent to problem reporter (by create, locked, deleted, + moved and closed) + - submitting update-info (via email or webinterface). + - deadlines for trouble tickets + - ASP (activ service providing) support + - TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#' + - Ticket number format free setable + - different levels of permissions/access-rights. + - central database, Support of different SQL databases (e. g. MySQL, PostgeSQL, ...) + - user authentication agains database or ldap directory + - easy to develope you own addon's (OTRS API) + - easy to write different frontends (e. g. X11, console, ...) + - a fast and usefull application + + + %prep %setup -n otrs @@ -126,7 +206,242 @@ %config(noreplace) /etc/sysconfig/otrs %config /etc/httpd/conf.d/otrs.conf /etc/rc.d/init.d/otrs -<FILES> + +%config(noreplace) /opt/otrs/Kernel/Config.pm +%config(noreplace) /opt/otrs/Kernel/Config/GenericAgent.pm +%config(noreplace) /opt/otrs/Kernel/Config/ModulesCusto*.pm +%config(noreplace) /opt/otrs/var/log/TicketCounter.log +%config(noreplace) /opt/otrs/.procmailrc +%config(noreplace) /opt/otrs/.fetchmailrc +%config(noreplace) /opt/otrs/.mailfilter +%config(noreplace) /opt/otrs/Kernel/Output/HTML/Standard/*.dtl +%config(noreplace) /opt/otrs/Kernel/Output/HTML/Lite/*.dtl +%config(noreplace) /opt/otrs/Kernel/Language/*.pm +%config(noreplace) /opt/otrs/var/cron/* + +/opt/otrs/RELEASE +/opt/otrs/Kernel/Config/Modules.pm +/opt/otrs/Kernel/Config/Defaults.pm +/opt/otrs/Kernel/Language.pm +/opt/otrs/Kernel/Modules/*.pm +/opt/otrs/Kernel/Output/HTML/*.pm +/opt/otrs/Kernel/System/* +/opt/otrs/bin/* +/opt/otrs/scripts/* +/opt/otrs/var/article/ +/opt/otrs/var/httpd/ +/opt/otrs/var/sessions/ +/opt/otrs/var/spool/ +/opt/otrs/var/tmp/ +/opt/otrs/var/pics/stats/ + +/opt/otrs/Kernel/cpan-lib* + +#test +/opt/otrs/CHANGES + /opt/otrs/COPYING + /opt/otrs/CREDITS + /opt/otrs/INSTALL + /opt/otrs/INSTALL.RedHat + /opt/otrs/INSTALL.SuSE + /opt/otrs/Kernel/Config.pm.dist + /opt/otrs/Kernel/Config/GenericAgent.pm.dist + /opt/otrs/Kernel/Config/GenericAgent.pm.examples + /opt/otrs/README + /opt/otrs/README.application-module + /opt/otrs/README.database + /opt/otrs/README.dtl + /opt/otrs/README.webserver + /opt/otrs/TODO + /opt/otrs/UPGRADING + /opt/otrs/doc/CodingStyleGuide.txt + /opt/otrs/doc/X-OTRS-Headers.txt + /opt/otrs/doc/manual/html/HTML.manifest + /opt/otrs/doc/manual/html/auto-response-closed-new-ticket.html + /opt/otrs/doc/manual/html/auto-response-follow-up.html + /opt/otrs/doc/manual/html/auto-response-reject.html + /opt/otrs/doc/manual/html/auto-response.html + /opt/otrs/doc/manual/html/basics-about-tt.html + /opt/otrs/doc/manual/html/bibliography.html + /opt/otrs/doc/manual/html/configfile-agentarea.html + /opt/otrs/doc/manual/html/configfile-asp.html + /opt/otrs/doc/manual/html/configfile-checkemail.html + /opt/otrs/doc/manual/html/configfile-customqueue.html + /opt/otrs/doc/manual/html/configfile-dbstuff.html + /opt/otrs/doc/manual/html/configfile-fqdn.html + /opt/otrs/doc/manual/html/configfile-log.html + /opt/otrs/doc/manual/html/configfile-login-logout.html + /opt/otrs/doc/manual/html/configfile-notification.html + /opt/otrs/doc/manual/html/configfile-postmaster.html + /opt/otrs/doc/manual/html/configfile-session.html + /opt/otrs/doc/manual/html/configfile-spell.html + /opt/otrs/doc/manual/html/configfile-ticketnumberformat.html + /opt/otrs/doc/manual/html/configfile.html + /opt/otrs/doc/manual/html/coreteam.html + /opt/otrs/doc/manual/html/credits.html + /opt/otrs/doc/manual/html/cronjob-default-cronjobs.html + 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/opt/otrs/doc/manual/html/troubleshooting.html + /opt/otrs/doc/manual/html/user-auth-backend.html + /opt/otrs/doc/manual/html/user-backend.html + /opt/otrs/doc/manual/html/user.html + /opt/otrs/doc/manual/html/what-is-a-queue.html + /opt/otrs/doc/manual/html/what-is-a-trouble-ticket.html + /opt/otrs/doc/manual/html/x111.html + /opt/otrs/doc/manual/html/x1729.html + /opt/otrs/doc/manual/html/x1739.html + /opt/otrs/doc/manual/html/x1743.html + /opt/otrs/doc/manual/html/x1749.html + /opt/otrs/doc/manual/html/x1785.html + /opt/otrs/doc/manual/html/x1790.html + /opt/otrs/doc/manual/html/x1794.html + /opt/otrs/doc/manual/html/x1798.html + /opt/otrs/doc/manual/html/x1801.html + /opt/otrs/doc/manual/html/x1804.html + /opt/otrs/doc/manual/html/x1809.html + /opt/otrs/doc/manual/pdf/otrs.pdf + /opt/otrs/doc/manual/sgml/README.sgml + /opt/otrs/doc/manual/sgml/authorgroup.sgml + /opt/otrs/doc/manual/sgml/auto-response.sgml + /opt/otrs/doc/manual/sgml/basics-about-tt.sgml + /opt/otrs/doc/manual/sgml/bibliography.sgml + /opt/otrs/doc/manual/sgml/config-file.sgml + /opt/otrs/doc/manual/sgml/coreteam.sgml + /opt/otrs/doc/manual/sgml/credits.sgml + /opt/otrs/doc/manual/sgml/cronjob.sgml + /opt/otrs/doc/manual/sgml/customer.sgml + /opt/otrs/doc/manual/sgml/dtl.sgml + /opt/otrs/doc/manual/sgml/faq.sgml + /opt/otrs/doc/manual/sgml/fdl.sgml + /opt/otrs/doc/manual/sgml/first-steps.sgml + /opt/otrs/doc/manual/sgml/generic-agent.sgml + /opt/otrs/doc/manual/sgml/glossary.sgml + /opt/otrs/doc/manual/sgml/install-cli-export.sgml + /opt/otrs/doc/manual/sgml/install-cli.sgml + /opt/otrs/doc/manual/sgml/install-win32.sgml + /opt/otrs/doc/manual/sgml/install.sgml + /opt/otrs/doc/manual/sgml/language-translation.sgml + /opt/otrs/doc/manual/sgml/manual.sgml + /opt/otrs/doc/manual/sgml/multi-hosting.sgml + /opt/otrs/doc/manual/sgml/notification.sgml + /opt/otrs/doc/manual/sgml/online-resources.sgml + /opt/otrs/doc/manual/sgml/performance-tuning.sgml + /opt/otrs/doc/manual/sgml/permission.sgml + /opt/otrs/doc/manual/sgml/preamble.sgml + /opt/otrs/doc/manual/sgml/public-faq.sgml + /opt/otrs/doc/manual/sgml/receiving_email.sgml + /opt/otrs/doc/manual/sgml/rfc1297.sgml + /opt/otrs/doc/manual/sgml/sending_email.sgml + /opt/otrs/doc/manual/sgml/system-priority.sgml + /opt/otrs/doc/manual/sgml/system-state.sgml + /opt/otrs/doc/manual/sgml/ticket-topics.sgml + /opt/otrs/doc/manual/sgml/troubleshooting.sgml + /opt/otrs/doc/manual/sgml/user.sgml + /opt/otrs/doc/otrs-database.dia + /opt/otrs/doc/test-email-1.box + /opt/otrs/doc/test-email-2.box + /opt/otrs/doc/test-email-3.box + /opt/otrs/doc/test-email-4-html.box + /opt/otrs/doc/test-email-5-iso-8859-1.box + /opt/otrs/doc/test-email-6-euro-utf-8.box + /opt/otrs/doc/test-email-7-euro-iso-8859-15.box + /opt/otrs/doc/test-email-8-bulgarian-cp1251.box + +%doc INSTAL* UPGRADING TODO COPYING CHANGES READM* doc/* + + %changelog * Thu Feb 12 2003 - martin+rpm@otrs.org Mit freundlichen Grüssen Johannes Puschmann IT Österreichisches Patentamt Dresdnerstrasse 87 A-1200 Wien Tel: 01/53424-719 Fax: 01/53424-733