zenTrack – Ticketing System

[ElgertS]

PROJECT DESCRIPTION

zenTrack is an Open Source AMP-based solution for a help desk ticketing system. Tickets can be generated and tracked, require approval and ongoing notes history. The system can be connected to a mail server and utilize either email submission forms or integrate with a web-based form you create.

[ElgertS]

Step 1: Download zenTrack

http://prdownloads.sourceforge.net/zentrack/zentrack_2-4-4.zip?download

This release is the final version of zenTrack 2. zenTrack 3 will begin beta in April. I am linking to the Zip archive due to Mac OS X Panther’s preference for Zip files.

[ElgertS]

Step 2: Install zenTrack files

Create or choose a directory on your web server that you want to host zenTrack from. From the install directory you downloaded in step 1 copy the files within “www” to the site directory you created for zenTrack.

Copy the “includes” directory to a secure location outside the website directory.

Edit the following permissions:

[code:1:de55a442c6]chmod 777 includes/logs

chmod 777 includes/cache

chmod -R 755 www/images

chmod 755 www/javascript.js

chmod 755 www/styles.php

chmod 755 includes/egate_check.php

chmod 755 includes/egate.php[/code:1:de55a442c6]

[ElgertS]

Step 3: Edit Environment

Edit or create a .login file in uer home directory that your server boots in. This is an invisible file that is used on startup to edit the environment for the system.

The PATH must have the additional entry of:

/usr/local/bin

Here is an example .login file:

[code:1:6fc35146d6]setenv PATH /bin:/sbin:/usr/bin:/usr/sbin:usr/local/bin

setenv JAVA_HOME /Library/Java/Home
setenv FEDORA_HOME /usr/local/fedora-1.2

setenv WITANGO_PATH=/Applications/Witango/Server
export WITANGO_PATH
[/code:1:6fc35146d6]

[ElgertS]

Step 4: Install Mail:Mime with PEAR

Mail:Mime is required for the integration with your mail server. It can be downloaded from this link:

http://pear.php.net/get/Mail_Mime

Install with the following command:

sudo /sur/local/php/bin/pear install <full path to the Mail.Mime-1.2.1.tar you downloaded>

[ElgertS]

Step 5: Edit php.ini

Identify the correct path to your PEAR installation:

set “extension_dir” to: “/usr/local/php/lib/php”

[ElgertS]

Step 6: Configure Fetchmail

Create a .fetchmailrc file at the root of your drive.

[code:1:29aa7acd6b]sudo pico .fetchmailrc[/code:1:29aa7acd6b]

Inside Pico’s editor add the following:

[code:1:29aa7acd6b]poll <add your mail server> proto pop3 user "<your zenbot user> pass "<password for zenbot>" mda "<path to egate.php>"[/code:1:29aa7acd6b]

Example:

[code:1:29aa7acd6b]poll mail.myserver.com proto pop3 user "tickets" pass "password" mda ‘/Library/WebServer/Documents/www/zentrack/includes/egate.php'[/code:1:29aa7acd6b]

[ElgertS]

Step 7: Create MySQL database

Using PHPMyAdmin create a new database called “zenTrack”. Using the SQL tab within your new database in PHPMyAdmin select the from the Install directory the “build_mysql.sql” followed by the “seed_mysql.sql” files.

[ElgertS]

Step 8: Login and enable mail gateway

Load the zenTrack system with your browser and log in with:

user: Administrator
pass: admin

Make sure the change these immediately to something more secure.

Go to the “admin” section and select “Configuration Settings”.

Set “email interface enabled” to “On”

[ElgertS]

Step 9: Create email account for zenBot

Using the email name you chose when creating your .fetchmailrc file, configure a mail account with the same username and password on your mail server.

[ElgertS]

Step 10: Add Fetchmail entry to Crontab

Backup crontab located in /private/var and update with the following info to run every minute:

[code]# /etc/crontab
SHELL=/bin/sh
PATH=/etc:/bin:/sbin:/usr/bin:/usr/sbin
HOME=/var/log
#
#minute hour mday month wday who command
#
#*/5 * * * * root /usr/libexec/atrun
#
# Run daily/weekly/monthly jobs.
15 3 * * * root periodic daily
30 4 * * 6 root periodic weekly
30 5 1 * * root periodic monthly
* * * * * root /usr/bin/fetchmail -f /.fetchmailrc[/cron]

[ElgertS]

Step 11: Test zenTrack

You are now ready to use zenTrack!

When you email tickets you can do the following commands:

send email with “help” as subject to get list of commands

send “create” as subject to get a template to make a new ticket

send ticket number and options ie: #7:options it will give you options for that ticket

Additional information:

http://zendocs.zentrack.net/bin/view/Zentrack/IndexPage

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