# --
# RPM spec file for RedHat Linux of the OTRS package
# Copyright (C) 2002-2003 Martin Edenhofer <bugs+rpm@otrs.org>
# --
# $Id: redhat-otrs-8.0.spec,v 1.6 2004/09/29 09:30:04 martin Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (GPL). If you
# did not receive this file, see http://www.gnu.org/licenses/gpl.txt.
# --
#
# please send bugfixes or comments to bugs+rpm@otrs.org
#
# --
Summary: The Open Ticket Request System.
Name: otrs
Version: 2.0.2
Copyright: GNU GENERAL PUBLIC LICENSE Version 2, June 1991
Group: Applications/Mail
Provides: otrs
Requires: perl perl-DBI perl-DBD-MySQL perl-URI mod_perl httpd mysql mysql-server fetchmail procmail sendmail
Autoreqprov: no
Release: 01
Source0: otrs-%{version}-%{release}.tar.bz2
BuildRoot: %{_tmppath}/%{name}-%{version}-build
%description
The Open Ticket Request System (http://otrs.org/) is a web based ticket system.
Feedback: feedback@otrs.org
Authors:
--------
Carsten Gross <carsten at siski.de>
Christian Schoepplein <cs at otrs.de>
Franz Breu <breu.franz at bogen.net>
Fred van Dijk <fvandijk at marklin.nl>
Lars MÜLLER <lars at m5r.de>
Nicolas Goralski <ngoralski at oceanet-technology.com>
Richard Kammermayer <rk at otrs.de>
Stefan Rother <sr at otrs.de>
Thomas Raith <tr at otrs.de>
Vladimir Gerdjikov <gerdjikov at gerdjikovs.net>
Martin Edenhofer <me at otrs.de>
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:
- PGP support
- SMIME support
- 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
- Ticket merge feature
- Ticket ACL support
- 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, ...)
- own package manager (e. g. for application modules like webmail, calendar or
filemanager)
- a fast and usefull application
%prep
%setup -n otrs
%build
# copy config file
cp Kernel/Config.pm.dist Kernel/Config.pm
cd Kernel/Config/ && for foo in *.dist; do cp $foo `basename $foo .dist`; done && cd ../../
# copy all crontab dist files
for foo in var/cron/*.dist; do mv $foo var/cron/`basename $foo .dist`; done
# copy all .dist files
cp .procmailrc.dist .procmailrc
cp .fetchmailrc.dist .fetchmailrc
cp .mailfilter.dist .mailfilter
%install
# delete old RPM_BUILD_ROOT
rm -rf $RPM_BUILD_ROOT
# set DESTROOT
#export DESTROOT="/opt/OpenTRS/"
export DESTROOT="/opt/otrs/"
# create RPM_BUILD_ROOT DESTROOT
mkdir -p $RPM_BUILD_ROOT/$DESTROOT/
# copy files
cp -R . $RPM_BUILD_ROOT/$DESTROOT
# install init-Script
install -d -m 755 $RPM_BUILD_ROOT/etc/rc.d/init.d
install -d -m 755 $RPM_BUILD_ROOT/etc/sysconfig
install -d -m 755 $RPM_BUILD_ROOT/etc/httpd/conf.d
install -m 755 scripts/redhat-rcotrs $RPM_BUILD_ROOT/etc/rc.d/init.d/otrs
install -m 644 scripts/redhat-rcotrs-config $RPM_BUILD_ROOT/etc/sysconfig/otrs
# copy apache2-httpd.include.conf to /etc/httpd/conf.d/otrs.conf
install -m 644 scripts/apache2-httpd.include.conf $RPM_BUILD_ROOT/etc/httpd/conf.d/otrs.conf
# set permission
export OTRSUSER=otrs
useradd $OTRSUSER || :
useradd apache || :
groupadd apache || :
$RPM_BUILD_ROOT/opt/otrs/bin/SetPermissions.sh $RPM_BUILD_ROOT/opt/otrs $OTRSUSER apache apache apache
%pre
# remember about the installed version
if test -e /opt/otrs/RELEASE; then
cat /opt/otrs/RELEASE|grep VERSION|sed 's/VERSION = //'|sed 's/ /-/g' > /tmp/otrs-old.tmp
fi
# useradd
export OTRSUSER=otrs
echo -n "Check OTRS user (/etc/passwd)... "
if cat /etc/passwd | grep $OTRSUSER > /dev/null ; then
echo "$OTRSUSER exists."
# update home dir
usermod -d /opt/otrs $OTRSUSER
else
useradd $OTRSUSER -d /opt/otrs/ -s /bin/false -g apache -c 'OTRS System User' && echo "$OTRSUSER added."
fi
%post
# if it's a major-update backup old version templates (maybe not compatible!)
if test -e /tmp/otrs-old.tmp; then
TOINSTALL=`echo %{version}| sed 's/..$//'`
OLDOTRS=`cat /tmp/otrs-old.tmp`
if echo $OLDOTRS | grep -v "$TOINSTALL" > /dev/null; then
echo "backup old (maybe not compatible) templates (of $OLDOTRS)"
for i in /opt/otrs/Kernel/Output/HTML/Standard/*.rpmnew;
do BF=`echo $i|sed 's/.rpmnew$//'`; mv -v $BF $BF.backup_maybe_not_compat_to.$OLDOTRS; mv $i $BF;
done
fi
rm -rf /tmp/otrs-old.tmp
fi
# note
HOST=`hostname -f`
echo ""
echo "Next steps: "
echo ""
echo "[httpd services]"
echo " Restart httpd 'service httpd restart'"
echo ""
echo "[mysqld service]"
echo " Start mysqld 'service mysqld start'"
echo ""
echo "[install the OTRS database]"
echo " Use a webbrowser and open this link:"
echo " http://$HOST/otrs/installer.pl"
echo ""
echo "[OTRS services]"
echo " Start OTRS 'service otrs start' (service otrs {start|stop|status|restart)."
echo ""
echo "Have fun!"
echo ""
echo " Your OTRS Team"
echo ""
%clean
rm -rf $RPM_BUILD_ROOT
%files
%config(noreplace) /etc/sysconfig/otrs
%config /etc/httpd/conf.d/otrs.conf
/etc/rc.d/init.d/otrs
%config(noreplace) /opt/otrs/Kernel/Config.pm
%config(noreplace) /opt/otrs/Kernel/Config/GenericAgent.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/*
%dir /opt/otrs/
/opt/otrs/RELEASE
/opt/otrs/.procmailrc.dist
/opt/otrs/.fetchmailrc.dist
/opt/otrs/.mailfilter.dist
%dir /opt/otrs/Kernel/
%dir /opt/otrs/Kernel/Config/
/opt/otrs/Kernel/Config.pm.dist
/opt/otrs/Kernel/Config/Files/
/opt/otrs/Kernel/Config/GenericAgent.pm.dist
/opt/otrs/Kernel/Config/GenericAgent.pm.examples
/opt/otrs/Kernel/Config/Defaults.pm
/opt/otrs/Kernel/Language.pm
%dir /opt/otrs/Kernel/Language/
/opt/otrs/Kernel/Modules*
%dir /opt/otrs/Kernel/Output/
%dir /opt/otrs/Kernel/Output/HTML/
%dir /opt/otrs/Kernel/Output/HTML/Standard/
%dir /opt/otrs/Kernel/Output/HTML/Lite/
/opt/otrs/Kernel/Output/HTML/*.pm
/opt/otrs/Kernel/System*
/opt/otrs/bin*
/opt/otrs/scripts*
%dir /opt/otrs/var/
%dir /opt/otrs/var/article/
/opt/otrs/var/httpd/
%dir /opt/otrs/var/sessions/
%dir /opt/otrs/var/spool/
%dir /opt/otrs/var/cron/
%dir /opt/otrs/var/tmp/
%dir /opt/otrs/var/pics/stats/
/opt/otrs/Kernel/cpan-lib*
%doc /opt/otrs/INSTAL*
%doc /opt/otrs/UPGRADING
%doc /opt/otrs/TODO
%doc /opt/otrs/COPYING
%doc /opt/otrs/CHANGES
%doc /opt/otrs/READM*
%doc /opt/otrs/doc*
%doc /opt/otrs/CREDITS
%changelog
* Thu Feb 12 2003 - martin+rpm@otrs.org
- spec for RedHat 8.0 created