otrs 3.1.3_如何在Ubuntu 18.04上使用OTRS设置帮助台系统

柯曦

2023-12-01

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。

第1步-安装OTRS软件包和Perl模块 (Step 1 — Installing the OTRS Package and Perl Modules)

In this step, you will install OTRS and a set of Perl modules that will increase the system’s functionality.

在此步骤中，您将安装OTRS和一组Perl模块，这些模块将增加系统的功能。

OTRS is available in Ubuntu’s package manager, but the official documentation suggests installing OTRS from source.

OTRS在Ubuntu的软件包管理器中可用，但官方文档建议从源代码安装OTRS。

To do this, first log into your Ubuntu server as your non-root user:

为此，首先以非root用户身份登录到Ubuntu服务器：

ssh sammy@Ubuntu_Server_IP
ssh sammy @ Ubuntu_Server_IP

Then download the source archive with the wget command. For this tutorial, you will download version 6.0.19; you can find the latest available version on the OTRS download page.

然后使用wget命令下载源档案。在本教程中，您将下载6.0.19版。您可以在OTRS 下载页面上找到最新的可用版本。

wget http://ftp.otrs.org/pub/otrs/otrs-6.0.19.tar.gz
wget http://ftp.otrs.org/pub/otrs/otrs- 6.0.19 .tar.gz

Next, unpack the compressed file with tar:

接下来，用tar解压缩文件：

tar xzf otrs-6.0.19.tar.gz
tar xzf otrs- 6.0.19 .tar.gz

Move the contents of the archive into the /opt/otrs directory:

将归档的内容移到/opt/otrs目录中：

sudo mv otrs-6.0.19 /opt/otrs
sudo mv otrs- 6.0.19 / opt / otrs

Because OTRS is written in Perl, it uses a number of Perl modules. Check for missing modules by using the CheckModules.pl script included with OTRS:

因为OTRS是用Perl编写的，所以它使用了许多Perl模块。使用OTRS随附的CheckModules.pl脚本检查缺少的模块：

sudo /opt/otrs/bin/otrs.CheckModules.pl
须藤/opt/otrs/bin/otrs.CheckModules.pl

You’ll see output like this, listing which modules you already have downloaded and which you are missing:

您将看到这样的输出，列出您已经下载了哪些模块以及缺少了哪些模块：


   
   
    
    Output
   
     o Apache::DBI......................FAILED! Not all prerequisites for this module correctly installed.
  o Apache2::Reload..................ok (v0.13)
. . .
  o XML::LibXML......................Not installed! Use: 'apt-get install -y libxml-libxml-perl' (required - Required for XML processing.)
  o XML::LibXSLT.....................Not installed! Use: 'apt-get install -y libxml-libxslt-perl' (optional - Required for Generic Interface XSLT mapping module.)
  o XML::Parser......................Not installed! Use: 'apt-get install -y libxml-parser-perl' (optional - Recommended for XML processing.)
  o YAML::XS.........................Not installed! Use: 'apt-get install -y libyaml-libyaml-perl' (required - Required for fast YAML processing.)

Some modules are only needed for optional functionality, such as communication with other databases or handling mail with specific character sets; others are necessary for the program to work.

某些模块仅是可选功能所需要的，例如与其他数据库的通信或使用特定字符集处理邮件。其他对于程序正常工作是必需的。

Although the suggested commands to download these modules use apt-get, this tutorial will install the missing modules with the apt command, which is the suggested best practice for Ubuntu 18.04. Feel free to go through these modules manually, or use the following command:

尽管建议使用这些命令下载这些模块的命令使用apt-get ，但本教程将使用apt命令安装缺少的模块，这是Ubuntu 18.04的建议最佳实践。随意手动查看这些模块，或使用以下命令：

$ sudo apt install libapache2-mod-perl2 libdbd-mysql-perl libtimedate-perl libnet-dns-perl libnet-ldap-perl \
    libio-socket-ssl-perl libpdf-api2-perl libsoap-lite-perl libtext-csv-xs-perl \
    libjson-xs-perl libapache-dbi-perl libxml-libxml-perl libxml-libxslt-perl libyaml-perl \
    libarchive-zip-perl libcrypt-eksblowfish-perl libencode-hanextra-perl libmail-imapclient-perl \
    libtemplate-perl libdatetime-perl

Whenever you’re done installing these modules, rerun the script to make sure that all the required modules have been installed:

每当完成这些模块的安装时，请重新运行脚本以确保已安装所有必需的模块：

sudo /opt/otrs/bin/otrs.CheckModules.pl
须藤/opt/otrs/bin/otrs.CheckModules.pl

Your output will now show all the installed modules:

现在，您的输出将显示所有已安装的模块：


   
   
    
    Output
   
   ...
  o Text::CSV_XS.....................ok (v1.34)
  o Time::HiRes......................ok (v1.9741)
  o XML::LibXML......................ok (v2.0128)
  o XML::LibXSLT.....................ok (v1.95)
  o XML::Parser......................ok (v2.44)
  o YAML::XS.........................ok (v0.69)

Now that you have OTRS and its dependencies installed on your server, you can configure OTRS to use Apache and MySQL.

现在您已经在服务器上安装了OTRS及其依赖项，您可以将OTRS配置为使用Apache和MySQL。

第2步-配置OTRS，Apache和MySQL服务器 (Step 2 — Configuring OTRS, Apache, and MySQL server)

In this step, you will create a system user for OTRS, and then configure Apache and MySQL server to work with OTRS.

在此步骤中，您将为OTRS创建一个系统用户，然后将Apache和MySQL服务器配置为与OTRS一起使用。

Create a user named otrs to run OTRS functions with the useradd command:

使用useradd命令创建一个名为otrs的用户以运行OTRS功能：

sudo useradd -d /opt/otrs -c 'OTRS user' otrs
sudo useradd -d / opt / otrs -c'OTRS用户'otrs

-d sets the user’s home directory as /opt/otrs, and -c sets the 'OTRS user' comment to describe the user.

-d将用户的主目录设置为/opt/otrs ，而-c设置'OTRS user'注释以描述用户。

Next, add otrs to the webserver group:

接下来，将otrs添加到webserver组：

sudo usermod -G www-data otrs
sudo usermod -G www-data otrs

OTRS comes with a default config file /opt/otrs/Kernel/Config.pm.dist. Activate this by copying it without the .dist filename extension:

OTRS带有默认配置文件/opt/otrs/Kernel/Config.pm.dist 。通过复制不带.dist文件扩展名的.dist激活它：

sudo cp /opt/otrs/Kernel/Config.pm.dist /opt/otrs/Kernel/Config.pm
须藤cp / opt / otrs /内核/Config.pm.dist / opt / otrs /内核/Config.pm

Now, navigate to the /opt/otrs directory:

现在，导航至/opt/otrs目录：

cd /opt/otrs
cd / opt / otrs

From here, run the otrs.SetPermissions.pl script. It will detect the correct user and group settings and set the file and directory permissions for OTRS.

从这里运行otrs.SetPermissions.pl脚本。它将检测正确的用户和组设置，并设置OTRS的文件和目录权限。

sudo bin/otrs.SetPermissions.pl
须藤bin / otrs.SetPermissions.pl

This will yield the following output:

这将产生以下输出：


   
   
    
    Output
   
   Setting permissions on /opt/otrs

The correct permissions are now set.

现在已设置正确的权限。

Next, activate the apache2 configuration file and make sure it is loaded after all other configurations. To do this, make a symbolic link with the zzz_ prefix:

接下来，激活apache2配置文件，并确保在所有其他配置之后加载该文件。为此，请创建一个带有zzz_前缀的符号链接：

sudo ln -s /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/sites-enabled/zzz_otrs.conf
须藤ln -s /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/sites-enabled/zzz_otrs.conf

OTRS requires a few Apache modules to be active for optimal operation. You can activate them via the tool a2enmod. Although some of these have already been enabled, it is a good idea to check them all:

OTRS需要一些Apache模块才能处于活动状态，以实现最佳操作。您可以通过工具a2enmod激活它们。尽管其中一些功能已经启用，但最好将它们全部检查一下：

sudo a2enmod perl
须藤a2enmod perl
sudo a2enmod headers
sudo a2enmod标头
sudo a2enmod deflate
sudo a2enmod放气
sudo a2enmod filter
sudo a2enmod过滤器

These modules enable Apache to work with Perl, control HTTP headers, compress server output, and configure output content filters.

这些模块使Apache可以与Perl一起使用，控制HTTP标头，压缩服务器输出以及配置输出内容过滤器。

Restart your web server to apply new configurations:

重新启动您的Web服务器以应用新配置：

sudo systemctl restart apache2
sudo systemctl重新启动apache2

Before you go to the next step and run the web installer, change some of the MySQL configuration settings. Open the MySQL configuration file in your preferred text editor. This tutorial uses nano:

在继续下一步并运行Web安装程序之前，请更改一些MySQL配置设置。在首选的文本编辑器中打开MySQL配置文件。本教程使用nano ：

sudo nano /etc/mysql/mysql.conf.d/mysqld.cnf
须藤nano /etc/mysql/mysql.conf.d/mysqld.cnf

Look for the following options under the [mysqld] section. For max_allowed_packet and query_cache_size, change the values to 64M and 32M respectively, as highlighted in the following code block:

在[mysqld]部分下查找以下选项。对于max_allowed_packet和query_cache_size ，分别将值更改为64M和32M ，如以下代码块中突出显示的那样：

/etc/mysql/mysql.conf.d/mysqld.cnf

...
max_allowed_packet      = 64M
thread_stack            = 192K
thread_cache_size       = 8
# This replaces the startup script and checks MyISAM tables if needed
# the first time they are touched
myisam-recover-options  = BACKUP
#max_connections        = 100
#table_open_cache       = 64
#thread_concurrency     = 10
#
# * Query Cache Configuration
#
query_cache_limit       = 1M
query_cache_size        = 32M
...

This adjusts the maximum allowed packet size and the query cache size so that MySQL can interface with OTRS.

这将调整允许的最大数据包大小和查询缓存大小，以便MySQL可以与OTRS交互。

Then add the following highlighted additional options under the [mysqld] section, at the end of the file:

然后在文件末尾的[mysqld]部分下添加以下突出显示的其他选项：

/etc/mysql/mysql.conf.d/mysqld.cnf

...
# ssl-cert=/etc/mysql/server-cert.pem
# ssl-key=/etc/mysql/server-ikey.pem
innodb_log_file_size = 256M
collation-server = utf8_unicode_ci
init-connect='SET NAMES utf8'
character-set-server = utf8

This sets the database logfile size, determines the character set and collation, and creates an init_connect string to set the character set upon starting the MySQL server.

这将设置数据库日志文件的大小，确定字符集和排序规则，并创建一个init_connect字符串以在启动MySQL服务器时设置字符集。

Save and close mysqld.cnf by pressing CTRL + X, followed by Y and then ENTER. Then, restart your MySQL server to apply the new parameters:

通过按CTRL + X ，然后按Y ，然后按ENTER ，保存并关闭mysqld.cnf 。然后，重新启动MySQL服务器以应用新参数：

sudo systemctl restart mysql.service
sudo systemctl重新启动mysql.service

Now that you have created the otrs user and configured Apache and MySQL to work with OTRS, you are ready to use the web installer.

现在，您已经创建了otrs用户并配置了Apache和MySQL以与OTRS一起使用，您就可以使用Web安装程序了。

步骤3 —使用Web安装程序 (Step 3 — Using the Web Installer)

In this step, you will configure OTRS’s database settings in a web browser and start the OTRS daemon process on the command line.

在此步骤中，您将在Web浏览器中配置OTRS的数据库设置，并在命令行上启动OTRS守护进程。

Open https://example.com/otrs/installer.pl in your favorite web browser, replacing example.com with your domain name. You will find a welcome screen with the message Welcome to OTRS 6 and information about the OTRS offices.

在您喜欢的Web浏览器中打开https:// example.com /otrs/installer.pl ，将example.com替换为您的域名。您会发现一个欢迎屏幕，其中显示消息“ 欢迎使用OTRS 6”以及有关OTRS办公室的信息。

Click Next. The next screen will have the license for OTRS, which is the GNU General Public License common to open source programs. Accept by clicking Accept license and continue after reading.

单击下一步 。下一个屏幕将具有OTRS的许可证，这是开源程序通用的GNU通用公共许可证。通过单击接受许可证来接受，并在阅读后继续。

On the next screen, you will be prompted to select a database type. The defaults (MySQL and Create a new database for OTRS) are fine for your setup, so click Next to proceed.

在下一个屏幕上，系统将提示您选择数据库类型。默认设置( MySQL和为OTRS创建新数据库 )适合您的设置，因此请单击“ 下一步”继续。

On the next screen, enter the MySQL credentials that you set up during the MySQL server installation. Use root for the User field, then enter the password you created. Leave the default host value.

在下一个屏幕上，输入您在MySQL服务器安装期间设置MySQL凭据。在用户字段中使用root ，然后输入您创建的密码。保留默认主机值。

Click Check database settings to make sure it works. The installer will generate credentials for the new database. There is no need to remember this generated password.

单击检查数据库设置以确保它可以工作。安装程序将为新数据库生成凭据。无需记住此生成的密码。

Click Next to proceed.

单击下一步继续。

The database will be created and you will see the successful result:

数据库将被创建，您将看到成功的结果：

Click Next.

单击下一步 。

Next, provide the following required system settings:

接下来，提供以下必需的系统设置：

System FQDN: A fully qualified domain name. Replace example.com with your own domain name.
系统FQDN ：完全限定的域名。用您自己的域名替换example.com 。
AdminEmail: The email address of your system administrator. Emails about errors with OTRS will go here.
AdminEmail ：系统管理员的电子邮件地址。有关OTRS错误的电子邮件将在此处发送。
Organization: Your organization’s name.
单位：您单位的名称。

Leave all other options at their default values:

将所有其他选项保留为其默认值：

Click Next.

单击下一步 。

Now you will land on the Mail Configuration page. In order to be able to send and receive emails, you have to configure a mail account. This tutorial will take care of this later in Step 5, so click Skip this step.

现在，您将进入“ 邮件配置”页面。为了能够发送和接收电子邮件，您必须配置一个邮件帐户。本教程将在步骤5的后续步骤中进行介绍，因此请点击跳过此步骤 。

The OTRS installation is now complete; you will see a Finished page with a link to the admin panel after Start page, and the credentials of the OTRS super user after that. Make sure you write down the generated password for the root@localhost user and the URL for the Start page.

OTRS安装现已完成；您将在“ 开始”页面之后看到“ 完成”页面，该页面带有指向管理面板的链接，其后是OTRS超级用户的凭据。确保记下root @ localhost用户的生成密码和“ 开始”页面的URL。

The only thing left after a successful installation is to start the OTRS daemon and activate its cronjob.

成功安装后剩下的唯一一件事就是启动OTRS守护程序并激活其cronjob 。

Bring up the terminal you are using to access your Ubuntu 18.04 server. The OTRS daemon is responsible for handling any asynchronous and recurring tasks in OTRS. Start it with the otrs user:

调出用于访问Ubuntu 18.04服务器的终端。 OTRS守护程序负责处理OTRS中的所有异步和重复任务。用otrs用户启动它：

sudo su - otrs -c "/opt/otrs/bin/otrs.Daemon.pl start"
sudo su-otrs -c“ /opt/otrs/bin/otrs.Daemon.pl开始”

You will see the following output:

您将看到以下输出：


   
   
    
    Output
   
   Manage the OTRS daemon process.

Daemon started

There are two default cron files in the /opt/otrs/var/cron/ directory. Move into this directory.

/opt/otrs/var/cron/目录中有两个默认的cron文件。移到该目录。

cd /opt/otrs/var/cron
cd / opt / otrs / var / cron

These cron files are used to make sure that the OTRS daemon is running. Activate them by copying them without the .dist filename extension.

这些cron文件用于确保OTRS守护程序正在运行。通过复制不带.dist文件扩展名的文件来激活它们。

sudo cp aaa_base.dist aaa_base
须藤cp aaa_base.dist aaa_base
sudo cp otrs_daemon.dist otrs_daemon
须藤cp otrs_daemon.dist otrs_daemon

To schedule these cron jobs, use the script Cron.sh with the otrs user:

要计划这些cron作业， Cron.sh与otrs用户一起使用脚本Cron.sh ：

sudo su - otrs -c "/opt/otrs/bin/Cron.sh start"
sudo su-otrs -c“ /opt/otrs/bin/Cron.sh启动”

You have now installed OTRS with the web installer and set up its connection to the MySQL database. You also started the OTRS daemon on your server. Next, you will log in to the administrator web interface and secure OTRS.

现在，您已经通过Web安装程序安装了OTRS，并设置了它与MySQL数据库的连接。您还启动了服务器上的OTRS守护程序。接下来，您将登录到管理员Web界面并保护OTRS。

步骤4 —保护OTRS (Step 4 — Securing OTRS)

At the moment, you have a fully functional application, but it’s not secure to use the super user account with OTRS. Instead, you’ll create a new agent. In OTRS, agents are users who have rights to the various functions of the system. In this example, you will use a single agent who has access to all functions of the system.

目前，您拥有一个功能齐全的应用程序，但是将超级用户帐户与OTRS结合使用并不安全。相反，您将创建一个新的agent 。在OTRS中，代理是有权使用系统各种功能的用户。在此示例中，您将使用有权访问系统所有功能的单个代理。

To get started, log in as root@localhost. Open the Start page link which you received in the previous step. Enter root@localhost for the username and the password you copied from Step 3, then click Login.

首先，以root @ localhost身份登录。打开您在上一步中收到的“ 起始页”链接。输入root @ localhost作为您从步骤3复制的用户名和密码，然后单击Login 。

You will see the main dashboard. It contains several widgets which show different information about tickets, statistics, news, etc. You can freely rearrange them by dragging or switch their visibility in settings.

您将看到主仪表板。它包含几个小部件，这些小部件显示有关故障单，统计信息，新闻等的不同信息。您可以通过在设置中拖动或切换其可见性来自由地重新排列它们。

First, create a new agent. To do this, follow the link by clicking on the red message in the top of the screen that reads Don’t use the Superuser account to work with OTRS 6! Create new Agents and work with these accounts instead. This will bring you to the Agent Management screen.

首先，创建一个新代理。为此，请单击屏幕顶部的红色消息，即单击“ 不要使用超级用户帐户来使用OTRS 6！” ，以点击链接。 创建新的代理并使用这些帐户。 这将带您进入“ 代理管理”屏幕。

Click the Add agent button. This will bring you to the Add Agent screen. Most of the default options are fine. Fill in the first name, last name, username, password, and email fields. Record the username and password for future login. Submit the form by clicking the Save button.

单击添加代理按钮。这将带您进入“ 添加代理”屏幕。大多数默认选项都可以。填写名字，姓氏，用户名，密码和电子邮件字段。记录用户名和密码以备将来登录。单击保存按钮提交表单。

Next, change the group relations for the new agent. Because your agent will also be the administrator, you can give it full read and write access to all groups. To do this, click the checkbox next to RW all the way on the right, under Change Group Relations for Agent.

接下来，更改新代理的组关系。由于您的代理也将是管理员，因此您可以授予其对所有组的完全读写访问权限。为此，请在右侧的RW旁边，单击更改代理的组关系下的复选框。

Finally, click Save and finish.

最后，点击保存并完成 。

Now, log out and log back in again using the newly created account. You can find the Logout link by clicking on the avatar picture in the top left corner.

现在，注销并使用新创建的帐户再次登录。您可以通过单击左上角的头像图片找到注销链接。

Once you have logged back in, you can customize your agent’s preferences by clicking on Personal preferences in the avatar menu. There you can change your password, choose the interface language, configure setup notifications and favorite queues, change interface skins, etc.

重新登录后，您可以通过单击头像菜单中的个人首选项来自定义座席的首选项。您可以在此处更改密码，选择界面语言，配置设置通知和收藏夹队列，更改界面外观等。

Once you have logged in as your new agent and configured the account to your liking, the next step is to configure the inbound mail options to generate tickets from incoming emails.

以新代理身份登录并按照自己的喜好配置帐户后，下一步是配置入站邮件选项，以根据传入电子邮件生成票证。

步骤5 —配置入站邮件 (Step 5 — Configuring Inbound Mail)

Customers have two ways to forward new tickets to OTRS: via the customer front-end or by sending an email. In order to receive customer’s messages you need to set up a POP or IMAP account. In this tutorial, you will use your dedicated OTRS Gmail account that you created as a prerequisite.

客户有两种将新票转发到OTRS的方法：通过客户前端或通过发送电子邮件。为了接收客户的消息，您需要设置一个POP或IMAP帐户。在本教程中，您将使用作为先决条件创建的专用OTRS Gmail帐户。

Navigate to the Admin tab by clicking on Admin in the top menu. Then find the PostMaster Mail Accounts option and click on it. Press the Add Mail Account button to set up a new mailbox.

导航到单击管理员在顶部的菜单管理标签。然后找到PostMaster邮件帐户选项，然后单击它。按添加邮件帐户按钮以设置一个新的邮箱。

On the Add Mail Account screen, select IMAPS for Type. For Username, type in your Gmail address, and for Password, enter the App password that you generated for your Gmail account in the prerequisites. Leave all other options as default. Click Save.

在“ 添加邮件帐户”屏幕上，为“ 类型”选择“ IMAPS ”。对于“ 用户名” ，输入您的Gmail地址，对于“ 密码” ，输入在先决条件中为Gmail帐户生成的应用程序密码。将所有其他选项保留为默认值。点击保存。

Note: You can use Gmail for IMAPS without 2-step verification by enabling Less secure app access for your Gmail account. You will find instructions on how to do this in the Google Help Center. However, this method is less secure, and it can take up to 24 hours for Less secure app access to take effect. It is recommended that you use the App password method.

注意：您可以通过为Gmail帐户启用“ 不太安全的应用访问”功能 ，而无需两步验证即可将Gmail用于IMAPS。您可以在Google帮助中心中找到有关操作方法的说明。但是，此方法的安全性较差，并且可能需要长达24小时才能使“安全性较低”的应用访问生效。建议您使用应用密码方法。

Next, send a test email from an external email account to your dedicated OTRS Gmail account. The mail will be fetched every 10 minutes by the OTRS daemon, but you can force receipt by clicking the Fetch mail link.

接下来，将测试电子邮件从外部电子邮件帐户发送到专用的OTRS Gmail帐户。 OTRS守护程序将每10分钟提取一次邮件，但是您可以通过单击“ 提取邮件”链接来强制接收。

As a result, you will see the new ticket.

结果，您将看到新票证。

Now you are ready to accept tickets from customers via email. Next, you will go through the process of creating a ticket through the customer front-end.

现在，您可以通过电子邮件接受客户的门票了。接下来，您将经历通过客户前端创建故障单的过程。

第6步-使用客户界面 (Step 6 — Working with the Customer Interface)

The second way for a customer to create a ticket is through the OTRS front-end. In this step, you will walk through this process to make sure this ticket creation method is set up.

客户创建票证的第二种方法是通过OTRS前端。在此步骤中，您将逐步完成此过程，以确保设置了此票证创建方法。

The customer front-end is located at https://example.com/otrs/customer.pl. Navigate to it in a web browser. You can create a customer account there and submit a ticket using the GUI.

客户前端位于https:// example.com /otrs/customer.pl 。在网络浏览器中导航到它。您可以在此处创建一个客户帐户，然后使用GUI提交票证。

Use the Sign up now link to open the registration form.

使用立即注册链接打开注册表格。

Fill out the form and press the Create button.

填写表格，然后按创建按钮。

You will see a message like this:

您将看到以下消息：

New account created. Sent login information to sammy@gmail.com. Please check your email.

Check your inbox for the message from the OTRS. You will see a message with the new account credentials:

检查收件箱中是否有来自OTRS的消息。您将看到一条包含新帐户凭据的消息：

Hi sammy,

You or someone impersonating you has created a new OTRS account for
you.

Full name: sammy
User name: sammy@email.com
Password : Sammy_Password

You can log in via the following URL. We encourage you to change your password
via the Preferences button after logging in.

http://example.com/otrs/customer.pl

Now, use the provided credentials to access the customer front-end and create another ticket. All new tickets created using the customer front-end will immediately appear on the agent’s dashboard:

现在，使用提供的凭据访问客户前端并创建另一个票证。使用客户前端创建的所有新票证将立即显示在座席的仪表板上：

On the agent dashboard, you can see the information on all current tickets: their status (new, opened, escalated, etc.), their age (the time elapsed from the moment when the ticket was received), and subject.

在座席仪表板上，您可以查看所有当前故障单的信息：它们的状态(新的，已打开的，已升级的等)，它们的年龄(从收到故障单到现在所经过的时间)和主题。

You can click on the ticket number (in the TICKET# column) to view its details. The agent can also take actions on the ticket here, like changing its priority or state, moving it to another queue, closing it, or adding a note.

您可以在票号(在机票＃列)单击以查看其详细信息。代理还可以在此处对故障单执行操作，例如更改其优先级或状态，将其移至另一个队列，关闭它或添加便笺。

You have now successfully set up your OTRS account.

现在，您已经成功设置了OTRS帐户。

结论 (Conclusion)

In this tutorial, you set up OTRS and created test help desk tickets. Now you can accept and process requests from your users using both the web interface and email.

在本教程中，您将设置OTRS并创建测试帮助台票证。现在，您可以使用Web界面和电子邮件接受和处理来自用户的请求。

You can learn more about OTRS by reading the OTRS Admin Manual. If you want to read more about how to use MySQL, see our An Introduction to Queries in MySQL article, or explore DigitalOcean’s Managed Databases product.

您可以通过阅读《 OTRS管理手册》了解有关OTRS的更多信息。如果您想了解有关如何使用MySQL的更多信息，请参阅我们MySQL查询简介，或浏览DigitalOcean的Managed Databases产品。

翻译自: https://www.digitalocean.com/community/tutorials/how-to-set-up-a-help-desk-system-with-otrs-on-ubuntu-18-04