otrs 3.1.3
The author selected the Free Software Foundation to receive a donation as part of the Write for DOnations program.
作者选择了自由软件基金会作为Write for DOnations计划的一部分接受捐赠。
介绍 (Introduction)
OTRS, also known as Open source Ticket Request System, is a help desk and IT service management system. It provides a single point of contact for users, customers, IT personnel, IT services, and any external organizations. The program is written in Perl, supports a variety of databases (MySQL, PostgreSQL, etc.), and can integrate with LDAP directories.
OTRS ,又称为○笔源T icketřeQUEST的变体系,是一个帮助台和IT服务管理系统。 它为用户,客户,IT人员,IT服务和任何外部组织提供了单点联系。 该程序用Perl编写,支持各种数据库( MySQL , PostgreSQL等),并且可以与LDAP目录集成。
In this tutorial, you will install OTRS Community Edition on an Ubuntu 18.04 server and set up a simple help desk system, which will allow you to receive and process requests from your customers using both the web interface and email.
在本教程中,您将在Ubuntu 18.04服务器上安装OTRS Community Edition并设置一个简单的帮助台系统,该系统将允许您使用Web界面和电子邮件来接收和处理来自客户的请求。
先决条件 (Prerequisites)
To complete this tutorial, you will need the following:
要完成本教程,您将需要以下内容:
An Ubuntu 18.04 server set up by following our Initial Server Setup Guide for Ubuntu 18.04, including a non-root user with sudo privileges and a firewall configured with
ufw
.请遵循我们的《 Ubuntu 18.04初始服务器设置指南》来设置Ubuntu 18.04服务器,其中包括具有sudo特权的非root用户以及使用
ufw
配置的防火墙。Apache and MySQL installed on your Ubuntu server. Follow step 1 and 2 of this guide to configure these.
Ubuntu服务器上安装了Apache和MySQL。 请按照本指南的步骤1和2进行配置。
A fully registered domain name. This tutorial will use
example.com
throughout. You can purchase a domain name on Namecheap, get one for free on Freenom, or use the domain registrar of your choice.完全注册的域名。 本教程将始终使用
example.com
。 你可以购买一个域名Namecheap ,免费获得一个在Freenom ,或使用你选择的域名注册商。Both of the following DNS records set up for your server. You can follow this introduction to DigitalOcean DNS for details on how to add them.
为服务器设置了以下两个DNS记录。 您可以按照DigitalOcean DNS简介进行操作,以获取有关如何添加它们的详细信息。
An A record with
example.com
pointing to your server’s public IP address.包含
example.com
的A记录,指向您服务器的公共IP地址。An A record with
www.example.com
pointing to your server’s public IP address.与
www. example.com
的A记录www. example.com
www. example.com
指向您服务器的公共IP地址。
A TLS/SSL certificate installed on your Ubuntu 18.04 server for your domain. You can follow the Let’s Encrypt on Ubuntu 18.04 guide to obtain a free TLS/SSL certificate.
在您的域的Ubuntu 18.04服务器上安装的TLS / SSL证书。 您可以按照Ubuntu 18.04上的“让我们加密”指南获取免费的TLS / SSL证书。
Postfix mail transfer agent set up by following our tutorial How To Install and Configure Postfix on Ubuntu 18.04.
通过遵循我们的教程如何在Ubuntu 18.04上安装和配置Postfix来设置Postfix邮件传输代理。
(Optional) A dedicated Gmail account with IMAP access enabled, 2-step verification, and an App password generated with the Other (Custom name) option. When you generate the App password, write it down so that you can use it in Step 5. You will use Gmail to configure inbound mail ticket creation in OTRS, with Gmail as your IMAPS mailbox. This is just one method of configuring inbound mail for OTRS; if you would like to explore other options, check out the OTRS documentation.
(可选) 启用了IMAP访问 , 两步验证以及使用“ 其他(自定义名称)”选项生成的应用专用密码的专用Gmail帐户 。 生成应用密码时,请写下来以便在步骤5中使用。您将使用Gmail在OTRS中配置入站邮件票证创建,并将Gmail作为IMAPS邮箱。 这只是为OTRS配置入站邮件的一种方法。 如果您想探索其他选项,请查看OTRS文档 。
Warning: Do not use any of your own active Gmail accounts to configure inbound mail for OTRS. When imap.gmail.com
forwards emails to OTRS, all emails in the Gmail account are deleted. Because of this, it is a better option to create a new Gmail account to use specifically for OTRS.
警告:请勿使用您自己的任何活动Gmail帐户为OTRS配置入站邮件。 当imap.gmail.com
将电子邮件转发到OTRS时,Gmail帐户中的所有电子邮件都将被删除。 因此,最好创建一个新的Gmail帐户以专门用于OTRS。