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# --
# README - readme file of OTRS
# Copyright (C) 2001-2012 xxx, http://otrs.org/
# --
# $Id: README,v 1.47 2012/02/02 16:02:34 mg Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
What is OTRS?
=============
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
AFFERO General Public License (AGPL) and tested on Linux, Solaris, AIX,
Windows, 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 OTRS!
You can find a list of features at:
http://doc.otrs.org/3.1/en/html/features-of-otrs.html
License:
========
It is distributed under the AFFERO GNU General Public License - see the
accompanying COPYING file for more details.
Documentation:
==============
You can find quick documentation in README.* and the long version online at
http://doc.otrs.org/.
Software requirements:
======================
Perl
* Perl 5.8.8 or higher
Webserver
* Webserver with CGI support (CGI is not recommended)
* Apache2+mod_perl2 or higher (recommended, mod_perl is really fast!)
* IIS6 or higher
Databases
* MySQL 4.1 or higher
* PostgreSQL 8.0 or higher
* Oracle 10g or higher
* Microsoft SQL Server 2005 or higher
Directories & Files:
====================
$HOME (e. g. /opt/otrs/)
|
| (all executables)
|--/bin/ (all system programs)
| |--/otrs.PostMaster.pl (email2db)
| |--/otrs.PostMasterMail.pl (email2db)
| |--/cgi-bin/
| | |----- /index.pl (Global Agent & Admin handle)
| | |----- /customer.pl (Global Customer handle)
| | |----- /public.pl (Global Public handle)
| | |----- /installer.pl (Global Installer handle)
| | |----- /nph-genericinterface.pl (Global GenericInterface handle)
| |--/fcgi-bin/ (If you're using FastCGI)
|
| (all modules)
|--/Kernel/
| |-----/Config.pm (main configuration file)
| |---- /Config/ (Configuration files)
| | |---- /Files/ (System generated, don't touch...)
| |
| |---- /Output/ (all output generating modules)
| | |---- /HTML/
| | |--- /Standard/*.dtl (all dtl files for Standard theme)
| |
| |--- /GenericInterface (GenericInterface framework)
| |--- /Invoker/ (invoker backends)
| |--- /Mapping/ (data mapping backends)
| |--- /Operation/ (operation backends)
| |--- /Transport/ (network transport backends)
| |
| |---- /Language/ (all translation files)
| |
| |---- /Modules/ (all action modules e. g. QueueView, Move, ...)
| | |----- /Admin* (all modules for the admin interface)
| | |----- /Agent* (all modules for the agent interface)
| | |----- /Customer* (all modules for the customer interface)
| |
| |---- /System/ (back-end API modules, selection below)
| |--- /Auth.pm (authentication module)
| |--- /AuthSession.pm (session authentication module)
| |--- /DB.pm (central DB interface)
| |--- /DB/*.pm (DB drivers)
| |--- /DynamicField.pm (Interface to the DynamicField configuration)
| |--- /DynamicField
| |--- /Backend.pm (Interface for using the dynamic fields)
| |--- /Backend/*.pm (DynamicField backend implementations)
| |--- /ObjectType/*.pm (DynamicField object type implementations)
| |--- /Email.pm (create and send e-mail)
| |--- /EmailParser.pm (parsing e-mail)
| |--- /GenericInterface/*.pm (all DB related GenericInterface modules)
| |--- /Group.pm (group module)
| |--- /Log.pm (log module)
| |--- /Queue.pm (information about queues. e. g. responses, ...)
| |--- /Scheduler (Scheduler files)
| |--- /TaskHandler/ (task handler backends for the Scheduler)
| |--- /Ticket.pm (ticket and article functions)
| |--- /User.pm (user module)
| |--- /Request.pm (HTTP/CGI abstraction module)
|
| (data stuff)
|--/var/
| |--/article/ (all incoming e-mails, plain 1/1 and all attachments ...
| | ... separately (different files), if you want to store on disk)
| |--/cron/ (all cron jobs for escalations and such)
| |
| |--/fonts/ (true type fonts for PDF generation)
| |
| |--/httpd/ (all static files served by HTTP)
| | |--- /htdocs/
| | |--- /js/ (javascript files for OTRS)
| | |--- /js-cache/ (auto-generated minified JS files)
| | |--- /thirdparty/ (contains jQuery, CKEditor and other external JS libraries)
| | |--- /skins/ (CSS and images for front end)
| | |--- /Agent/ (Agent skins)
| | |--- /default/ (default skin)
| | |--- /css/ (stylesheets)
| | |--- /css-cache/ (auto-generated minified CSS files)
| | |--- /img/ (images)
| | |--- /slim/ (additional skin)
| | |--- /.../ (files)
| | |--- /ivory/ (additional skin)
| | |--- /.../ (files)
| | |--- /Customer/ (Customer skins)
| | |--- /default/ (default skin)
| | |--- /.../ (files)
| | |--- /ivory/
| | |--- /.../ (files)
| |
| |--/log/ (log files)
| | |--/TicketCounter.log (ticket counter)
| |
| |--/sessions/ (session info)
| |
| |--/spool/ (spool files)
| |
| |--/stats/ (statistics)
| |
| |--/tmp/ (temporary files, such as cache)
|
| (tools stuff)
|--/scripts/
| |---- /database/
| |--- /otrs-schema.(mysql|postgresql|*).sql (create database script)
| |--- /otrs-initial_insert.(mysql|postgresql|*).sql (all initial sql data - e. g.
| | root user, queues, ...)
| |--- /otrs-schema-post.(mysql|postgresql|*).sql (create foreign keys script)
|The README explains the layout of OTRS. It's pretty succinct, but gets the job done.
A shorter version:
Custom/Kernel/... : Where to put your changes to source so they don't get overwritten.
Kernel/Config: Where the configuration is. (MVC: "Config")
Kernel/System: The components to do the tasks (in a Model-View-Controller, this is like "Lib", mixed with "Model" ... kinda. Config blurs this line, too.)
Kernel/Modules: The provisioning of the data being presented and retrieved from the user interface (in Model-View-Controller, this is "Controller")
Kernel/Output/HTML/Standard/*.dtl: The templates that render the MVC: "View"
var/httpd/htdocs/: MVC: "webroot" (sort of. See also bin/cgi-bin, for instance for the script location)