Title OTRS Joomla Gateway Installation Instructions
Document # VI-401963-PR Revision 3 Author Vittal it!al Issue Date 09 "ay #011 Revision Author Date Details 1 V 1$Oct10 Initial release # V 31Jan11 %&'ate to in'icate OTRS 3(0() is now su&&orte' 3 V 9"ay11 %&'ate *or release 0(9(1 w!ic! su&&orts Joomla 1(6 Summary T!e Joomla OTRS Gateway com&onent is a Joomla com&onent t!at allows OTRS customer users to access t!eir OTRS tic+ets t!rou,! a Joomla *ront-en'( T!e ,ateway is aime' at users w!o w!at to use OTRS-s a,ent an' mail !an'lin, *unctionality w!ile maintainin, a consistent &u.lic inter*ace/ ser0ice' in Joomla( T!is 'ocument 'etails t!e re1uirements an' installation2con*i,uration ste&s nee'e' to use t!e Joomla OTRS Gateway com&onent( Contents 1 Re1uirements (((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( 1 # Installation (((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( 1 #(1 OTRS Pac+a,e (((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( # #(# Joomla 3om&onent ((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( # 3 3on*i,uration (((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( # 3(1 4na.le OTRS SOP (((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( # 3(# 3on*i,urin, Joomla ((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( 3 4 ''in, "enu Items ((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( 4 5 Trou.les!ootin, (((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((( 4 1 Requirements 6ou must !a0e t!e *ollowin, so*tware installe' or meet t!ese re1uirements .e*ore you install t!e com&onent7 Joomla 1(5() or Joomla 1(6() OTRS #(4() or OTRS 3(0() P8P 5() wit! t!e JSO9 e)tension ena.le' on t!e Joomla ser0er T!e SOP77:ite &erl mo'ule installe' on t!e OTRS ser0er 'ministrati0e access to OTRS 'ministrati0e access to Joomla 2 Installation In or'er to install t!e Joomla OTRS ,ateway/ you must 'ownloa' two *iles *rom t!e 3o,ni'o) we.site !tt&722www(co,ni'o)(com2o&ensource2otrs-;oomla-,ateway2 7 n OTRS (o&m &ac+a,e *ile Joomla com&onent <i& *ile *or eit!er Joomla 1(5 or Joomla 1(6 = 3o,ni'o) :imite'/ #011 Pa,e 1 VI-401963-PR-3 0i'eo wal+t!rou,! o* t!is installation &rocess is also a0aila.le *rom t!e we.site( 2.1 OTRS Package T!e *irst &art o* installation is to install an OTRS &ac+a,e 0ia t!e OTRS Pac+a,e "ana,er( T!e ,ateway-s OTRS &ac+a,e &ro0i'es an RP3 !an'ler scri&t an' an OTRS mo'ule to !an'le ,ateway re1uests( T!e &ac+a,e 'oes not a**ect e)istin, OTRS *unctionality( To install t!e &ac+a,e/ *ollow t!e ste&s .elow7 1( :o, into t!e OTRS a,ent we. inter*ace as an a'ministrator #( 3lic+ Package Manager in t!e Admin area 3( In t!e Install section/ clic+ t!e Browse .utton an' select t!e OTRS-Joomla (o&m &ac+a,e *ile 4( 3lic+ t!e Install .utton 5( Veri*y t!e con*irmation messa,e a&&ears an' clic+ Continue t t!is &oint/ t!e OTRS &ac+a,e is installe'( 3ontinue on to install t!e Joomla com&onent itsel*( 2.2 Joomla Component T!e secon' &art o* t!e installation &rocess is to install t!e Joomla com&onent suita.le *or your Joomla 0ersion( >ot! Joomla 1(5 an' 1(6 0ersions o* t!e com&onent are a0aila.le/ an' it is im&ortant to use t!e correct 0ersion *or your Joomla installation( T!is com&onent inclu'es t!e ,ateway itsel* an' two &lu,ins/ one *or aut!enticatin, customer users to OTRS an' one *or searc!in, tic+ets( To install t!e com&onent/ *ollow t!e ste&s .elow7 1( :o, into t!e Joomla a'ministration site as an a'ministrator #( Select Extensions Install/Uninstall 3( In t!e Upload Package File section/ clic+ t!e Browse .utton an' select t!e Joomla-OTRS (<i& *ile 4( 3lic+ Upload File & Install 5( Veri*y t!e success*ul com&onent install messa,e is s!own t t!is &oint/ t!e ,ateway com&onent is installe' in Joomla an' .ot! t!e OTRS searc! an' aut!entication &lu,ins are ena.le'( 3ontinue on to con*i,ure t!e OTRS &ac+a,e an' t!e Joomla com&onent( 9ote t!at a newer 0ersion o* t!e Joomla com&onent can .e installe' o0er an e)istin, 0ersion .y re&eatin, t!e ste&s a.o0e( 4)istin, con*i,uration settin,s will not .e altere'( 3 Coni!uration >e*ore t!e ,ateway can .e use'/ aut!entication cre'entials must .e con*i,ure' in .ot! OTRS an' Joomla( T!ese cre'entials allow t!e ,ateway com&onent to aut!enticate actions in OTRS( 3.1 "na#le $TRS S$A% T!e ,ateway uses OTRS-s SOP inter*ace to e)c!an,e messa,es .etween Joomla an' OTRS( T!e SOP inter*ace re1uires a SOP s&eci*ic username an' &asswor' to .e set in OTRS( I* t!e SOP username an' &asswor' !a0e alrea'y .een set/ t!e *ollowin, ste&s can .e s+i&&e'( I* t!e SOP username an' &asswor' are not set/ *ollow t!e ste&s .elow7 1( :o, into t!e OTRS a,ent we. inter*ace as an a'ministrator #( 3lic+ !sCon"ig in t!e Admin area 3( In t!e earc# section/ ty&e $AP into t!e earc# "or *iel'/ an' clic+ t!e earc# .utton 4( Once t!e searc! is com&lete'/ a lin+ la.ele' Core%%$AP will .e s!ow in t!e &esult section( 3lic+ t!e Core%%$AP lin+ 5( 4nter 0alues *or $AP%%User an' $AP%%Password/ ensurin, t!at .ot! *iel's are mar+e' as acti0e = 3o,ni'o) :imite'/ #011 Pa,e # VI-401963-PR-3 6( 3lic+ t!e Update .utton T!e SOP username an' &asswor' 0alues are now con*i,ure' in OTRS( T!e 0alue must now .e re&licate' in Joomla( 3.2 Configuring Joomla T!e *inal con*i,uration ste& is to set t!e OTRS location an' aut!entication 'etails in Joomla( ?ollow t!e ste&s .elow to com&lete t!e con*i,uration7 1( :o, into t!e Joomla site a'ministration inter*ace as an a'ministrator #( Select Components $'& (atewa! 3( 3lic+ t!e Parameters icon 4( Set t!e &PC U&) *iel' to t!e correct %R: *or t!e OTRS system( @I* t!e OTRS system is installe' on t!e same 0irtual !ost as Joomla/ t!e 'e*ault %R: s!oul' .e correct(A 5( Set t!e &PC User an' &PC Password 0alues wit! t!e $AP%%User an' $AP%%Password *iel' 0alues *rom t!e OTRS con*i,uration 6( I* t!e OTRS aut!entication &lu,in is not to .e use'/ select !ow Joomla users are to .e ma&&e' to OTRS users .y settin, t!e User Mapping *iel'( "a&&in, .y )ogin means t!at Joomla users an' OTRS customer users must s!are a lo,in( "a&&in, .y E*mail means t!at Joomla users an' OTRS customer users must s!are an email a''ress( B( 3lic+ t!e a+e .utton to com&lete t!e con*i,uration $( Reloa' t!e OTRS Gateway &a,e an' con*irm t!e (atewa! ummar! rea's Connected $, T!e OTRS Gateway Joomla com&onents is now rea'y to .e use'( = 3o,ni'o) :imite'/ #011 Pa,e 3 VI-401963-PR-3 Dra&in! 1' The $TRS SysConi! section sho&in! the S$A% iel(s active an( &ith values set Dra&in! 2' The $TRS )ate&ay component parameters &in(o& * A((in! +enu Items T!e OTRS Gateway com&onent &ro0i'es two Joomla menu layouts t!at can .e use' in Joomla menus7 tic+et list layout/ use' *or s!owin, lists o* t!e user-s tic+ets or lists o* t!e user-s com&any-s tic+ets( T!e menu item-s Basic Parameters allow *or selection .etween user an' com&any tic+ets( new tic+et su.mission *orm layout , Trou#leshootin! T!e *ollowin, list is a set o* &ossi.le &ro.lems t!at may occur w!en installin, or usin, t!e OTRS ,ateway com&onent7 1( -hen coni!urin! the $TRS )ate&ay component. the )ate&ay Summary reports7 SOAP Fault: (faultcode: soap:Client, faultstring: Application failed during request deserialization: no element found... T!is is cause' .u, C5$53$ in t!e &erl SOP77:ite mo'ule @!tt&s722rt(c&an(or,2Pu.lic2>u,2Dis&lay(!tmlEi'F5$53$A( To resol0e t!is/ eit!er 'own,ra'e t!e SOP77:ite mo'ule on t!e OTRS ser0er to 0ersion 0(69/ or e'it t!e installe' SOP2Trans&ort28TTP(&m *ile/ c!an,in, t!e s!sread call to a read call( #( Replyin! to a tic/et (oes not &or/ 0 the reply &in(o& (oes not (isappear an( the tic/et (oes not !et up(ate(( T!is is most li+ely cause' .y t!e JSO9 e)tension not .ein, installe' in P8P on t!e Joomla ser0er( ?or 0ersions o* P8P &rior to 5(#(0/ install t!e JSO9 mo'ule *rom Pecl !tt&722&ecl(&!&(net2&ac+a,e2;son ot!erwise/ use JSO9 su&&ort com&ile' into P8P( = 3o,ni'o) :imite'/ #011 Pa,e 4 VI-401963-PR-3 Dra&in! 3' The $TRS )ate&ay vie&s sho&n &hen a((in! a ne& menu item Company Inormation Re,istere' O**ice 7 3o,ni'o) :imite' St Jo!ns Inno0ation 3entre 3owley Roa' 3am.ri',e 3>4 0GS %H Re,istere' in 4n,lan' an' Gales 9 o( 06506#3# 4mail o&ensourceIco,ni'o)(com Tele&!one J44 @0A 1##3 9110$0 Smart Document "ana,ement 3o,niDo) !el&s teams in 4n,ineerin,/ "ar+etin,/ Sales/ O&erations an' ot!er 'e&artments to ca&ture/ s!are an' &u.lis! &ro'uct an' 'esi,n 'ocumentation( T!is easy-to-use tool !el&s .rea+ 'own t!e .arriers to *in' in*ormation/ s!are solutions an' en;oy a *aster/ more &ro'ucti0e 'e0elo&ment wor+*low insi'e your com&any( In a''ition/ 3o,niDo) will !el& you mana,e an' &u.lis! 'ocuments an' ot!er content to license' customers( It re'uces tec!nical su&&ort loa' an' accelerates your customers- time to mar+et( www(co,ni'o)(com = 3o,ni'o) :imite'/ #011 Pa,e 5 VI-401963-PR-3