OTRS Joomla Gateway Installation Instructions

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
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= 3o,ni'o) :imite'/ #011 Pa,e 5 VI-401963-PR-3