Ticket-system on NethServer?


(Artem Voylenko) #1

Will NS have any ticket-system? Cose i’m fond of ServisDesk-stuff and it’ll be great to has install on NS any preconfigured Ticket-System.


(Giacomo Sanchietti) #2

I think no one have installed it yet, but you can try any ticketing system available for CentOS :slight_smile:


(Alessio Fattorini) #3

@jgjimenezs may help here with OTRS
once @JOduMonT suggested https://www.alienvault.com/products/ossim
or OsTicket by @ironsky


(Isidro S. Lim) #4

You can try OsTicket :smile:

although I didn’t installed on my NS because my company wants it to be accessible on the internet.

I can use DDNS about that but they but a domai for the OsTicket alone :slight_smile:


(Gabriel GHEORGHIU) #5

I have tried osTicket on NS 6.7 and worked.
Like any other application which works on CentOS 6.7. :slight_smile:
It would be interesting to install osTicket from Software Center and integrate in NS x.x … :wink:


(Alessio Fattorini) #6

Do you have some notes? We can start off with that!


(Gabriel GHEORGHIU) #7

I found “How to …” with Google.

I followed and inspired from this 3 articles and I have succeeded! :sweat:
If I remember well there are some mistakes, but if I have succeeded, any of you will do! :grinning:

http://sdbakoushik.blogspot.ro/2016/01/configure-osticket-on-centosrhel-6x.html
http://idroot.net/tutorials/how-to-install-osticket-on-ubuntu-14-04/
http://sharadchhetri.com/2015/06/30/install-osticket-open-source-ticketing-tool-on-ubuntu-14-04-lts/

EDIT:

Like SOGo ?


(Alessio Fattorini) #8

@Artem_Voylenko have you test out some of these suggestions?


(Artem Voylenko) #9

Not yet. havent much time this days. i write when do this. tanks for info -))


(Gabriel GHEORGHIU) #10

Interesting:

https://kkslinuxinfo.wordpress.com/2016/02/06/osticket-automated-script-for-centos/


(Gabriel GHEORGHIU) #11

Just installed on NS 7 alpha 3, for testing.

Short descriptions of the steps.
In the next days I will try to make a tutorial.
Have fun!

Gabriel

  1. NS 7a3 up-to-date.
  2. MariaDB (MySQL) server and Web server modules installed from Software center.
  3. From CLI:

    yum install php-mysqli php-gd php-mbstring php-imap

    systemctl restart httpd

  4. Follow instructions for secure MySQL (use one of the links from above posts, the steps regarding to secure MySQL).
    (if you have issues with SQL password, use instructions from here: https://support.rackspace.com/how-to/mysql-resetting-a-lost-mysql-root-password/).
  5. Download & install osTicket (use one of the links from above posts, the steps regarding to download and install osTicket).


(Gabriel GHEORGHIU) #12

How to install osTicket v1.9.12 on NS7a3

This how to was realized in the following conditions:

  1. NS7a3 installed as VM (Oracle VM VirtualBox).
  2. Logged to NS7a3 through WebUI (https://192.168.0.17:980/en-US/Dashboard).
  3. NS7a3 up to date.
  4. No modules/packages installed on NS7a3 Administration -> Software center -> Installed.
  5. Logged to NS7a3 through PuTTY SSH Client (192.168.0.17:2244).
  6. Below are shown only the relevant commands.

I. Prepare NS7a3 for installing osTicket v1.9.12:

  1. From NS7a3 Web UI, go to Administration -> Software center -> Available -> Base system:

a. select “MariaDB (MySQL) server” module
b. select “Web server” module
c. Press “ADD” -> “APLLY CHANGES” and wait for finishing modules installation: “Operation completed successfully”

2 Install “Unzip”:

a. # yum install unzip

II. Prepare MariaDB (MySQL):

  1. Reset MariaDB (MySQL) root password:

a. # systemctl stop mysqld
b. # mysqld_safe --skip-grant-tables &
c. # mysql -u root
d. > use mysql;
e. > update user SET PASSWORD=PASSWORD(“your_new_password”) WHERE USER=‘root’;
f. > flush privileges;
g. > exit
h. # reboot
(should be “systemctl start mysqld” but after a few seconds, the “mysqld (MySQL database)” service goes to “Stopped”; the reboot was the only way that I knew, to move forward).

2 Secure MariaDB (MySQL) installation:

a. # mysql_secure_installation

Change the root password? [Y/n] n
Remove anonymous users? [Y/n] y
Disallow root login remotely? [Y/n] y
Remove test database and access to it? [Y/n] y
Reload privilege tables now? [Y/n] y

3 Create osTicket database (for security reasons, replace the database name, user and password):

a. # mysql -u root -p
b. > create database osticket_db;
c. > create user ‘osticket’@‘localhost’ identified by ‘Pas$w0rd’;
d. > grant all privileges on osticket_db.* to ‘osticket’@‘localhost’;
e. > flush privileges;
f. > exit

III. Prepare PHP:

yum install php-mysql php-fpm php-gd php-imap php-mbstring

systemctl restart httpd

IV. Prepare osTicket Setup:

  1. mkdir /var/www/html/support

  2. cd /tmp

  3. wget http://osticket.com/sites/default/files/download/osTicket-v1.9.12.zip

  4. unzip osTicket-v1.9.12.zip

  5. ln -s /upload /var/www/html/support

  6. cp -rvf /tmp/upload/* /var/www/html/support/

  7. chown apache: -R /var/www/html/support

  8. systemctl restart httpd

  9. cd /var/www/html/support/include

  10. cp ost-sampleconfig.php ost-config.php

  11. chmod 0666 ost-config.php

V. Setup osTicket

  1. From browser, go to https://192.168.0.17/support/setup/
  2. Follow the instructions to setup osTicket
  3. chmod 0644 ost-config.php

  4. From browser, go to https://192.168.0.17/support/scp

VI. Delete osTicket “setup” directory after the osTicket setup has finished:

  1. cd /var/www/html/support

  2. rm -rf setup

  3. Reload https://192.168.0.17/support/scp

That’s it!

Anyone who wants to improve this tutorial is encouraged to do so!

PS

I just finished this how-to and when I entered on site (https://192.168.0.17/support/scp) I saw that is an update available to version 1.9.14.

So, on step IV.3, you can replace “/osTicket-v1.9.12.zip” with “/osTicket-v1.9.14.zip” to install the last stable version.
I will try to find how to make upgrade and I will make another how-to regarding “Upgrade”.


Installing osTicket on NethServer
(Gabriel GHEORGHIU) #13

How to upgrade osTicket v1.9.12 to osTicket v1.9.14 (continued from above)

Please read this: http://osticket.com/forum/discussion/79779/resolved-upgrade-to-latest-release#latest

( http://osticket.com/wiki/Upgrade_and_migration )

Mixed:

a. Login to https://192.168.0.17/support/scp with an admin account
b. Take the helpdesk offline (Admin Panel -> Settings -> System -> Helpdesk Status -> Offline -> Save Changes)
c. Backup the mysql database and the osTicket installation directory
d. Login to NS7a3 through PuTTY SSH Client
e. # cd /tmp
f. # wget http://osticket.com/sites/default/files/download/osTicket-v1.9.14.zip
g. # unzip osTicket-v1.9.14.zip
h. # /bin/cp -rvf /tmp/upload/* /var/www/html/support/
i. # cd /var/www/html/support
j. # rm -rf setup
k. Login to https://192.168.0.17/support/scp with an admin account
l. Navigate to Admin Panel -> Dashboard -> Information and see the new osTicket version there.
b. Take the helpdesk online (Admin Panel -> Settings -> System -> Helpdesk Status -> Online -> Save Changes)


(Alessio Fattorini) #14

Such a great work! :point_up:


(Gabriel GHEORGHIU) #15

How to install osTicket v1.10 on NethServer release 7.3.1611 (Final)

Below are shown only the relevant commands.

1. Prepare 7.3.1611 (Final) for installing osTicket v1.10:

From NS7.3 Web UI, go to Administration -> Software center -> Available -> Base system:

a. select “MariaDB (MySQL) server” module
b. select “Web server” module (with all additional packages)
c. Press “ADD” -> “APLLY CHANGES” and wait for finishing modules installation

2. Install “Unzip”:

yum install unzip

3. Prepare MariaDB (MySQL):

Reset MariaDB (MySQL) root password:

a. # systemctl stop mysqld
b. # mysqld_safe --skip-grant-tables &
c. # mysql -u root
d. > use mysql;
e. > update user SET PASSWORD=PASSWORD(“your_new_password”) WHERE USER=‘root’;
f. > flush privileges;
g. > exit
h. # reboot
(should be “systemctl start mysqld” but after a few seconds, the “mysqld (MySQL database)” service goes to “Stopped”; the reboot was the only way that I knew, to move forward).

Secure MariaDB (MySQL) installation:

a. # mysql_secure_installation

Change the root password? [Y/n] n
Remove anonymous users? [Y/n] y
Disallow root login remotely? [Y/n] y
Remove test database and access to it? [Y/n] y
Reload privilege tables now? [Y/n] y

Create osTicket database (for security reasons, replace the database name, user and password):

a. # mysql -u root -p
b. > create database osticket_db;
c. > create user ‘osticket’@‘localhost’ identified by ‘Pas$w0rd’;
d. > grant all privileges on osticket_db.* to ‘osticket’@‘localhost’;
e. > flush privileges;
f. > exit

4. Prepare PHP:

yum install php-pecl-zendopcache

systemctl restart httpd

5. Prepare osTicket Setup:

mkdir /var/www/html/support

cd /tmp

wget http://osticket.com/sites/default/files/download/osTicket-v1.10.zip

unzip osTicket-v1.10.zip

ln -s /upload /var/www/html/support

cp -rvf /tmp/upload/* /var/www/html/support/

chown apache: -R /var/www/html/support

systemctl restart httpd

cd /var/www/html/support/include

cp ost-sampleconfig.php ost-config.php

chmod 0666 ost-config.php

6. Setup osTicket

a. From browser, go to https://your_ip/support/setup/
b. Follow the instructions to setup osTicket
c. # chmod 0644 ost-config.php
d. From browser, go to https://your_ip/support/scp

7. Delete osTicket “setup” directory after the osTicket setup has finished:

a. # cd /var/www/html/support
b. # rm -rf setup
c. Reload https://your_ip/support/scp

That’s it!

Anyone who wants to improve this tutorial is encouraged to do so!


(Alessio Fattorini) #16

So cool :slight_smile:
Thanks for updating it


(Alessio Fattorini) #17


We’re working on this too


(HF) #18

Care to share? :wink:


(Alessio Fattorini) #19

Take a look at the ticket above @mrmarkuz is working on it
:point_up:


(HF) #20

Yep, saw that. Just wondering id there was more info. Thanks.