OsTicket

osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface. Manage, organize and archive all your support requests and responses in one place while providing your customers with accountability and responsiveness they deserve.

osTicket is an attractive alternative to higher-cost and complex customer support systems; simple, lightweight, reliable, open source, web-based and easy to setup and use. The best part is, it’s completely free.

Install lighttpd, PHP, and MySql

# apk add lighttpd php5-common php5-iconv php5-json php5-gd php5-curl php5-xml php5-pgsql php5-imap php5-cgi fcgi php5-pdo php5-pdo_pgsql php5-soap php5-xmlrpc php5-posix php5-mcrypt php5-gettext php5-ldap php5-ctype php5-dom php5-mysql mysql mysql-client php5-mysqli

Configure lighttpd

# vim /etc/lighttpd/lighttpd.conf

Uncomment line:

include "mod_fastcgi.conf"

Start lighttpd service and add to needed runlevel

# rc-service lighttpd start && rc-update add lighttpd default

Installing and configuring osTicket

Create a webapps folder

# mkdir -p /usr/share/webapps/

Get the source code

# cd /var/www/localhost/htdocs
# wget http://osticket.com/sites/default/files/download/osTicket-v1.9.14.zip
# unzip osTicket-v1.9.14.zip
# rm *.zip

Prepare the config file

# cp /var/www/localhost/htdocs/include/ost-sampleconfig.php /var/www/localhost/htdocs/include/ost-config.php
# chmod 0666 /var/www/localhost/htdocs/include/ost-config.php

Edit the php.ini

# vim /etc/php5/php.ini

Set:

short_open_tag = On

Restart lighttpd

# /etc/init.d/lighttpd restart

Config and start MariaDB

/usr/bin/mysql_install_db --user=mysql
/etc/init.d/mariadb start && rc-update add mariadb default
/usr/bin/mysqladmin -u root password 'password'

Create the osTicket database

mysql -u root -p

CREATE DATABASE osticket;
GRANT ALL PRIVILEGES ON osticket.* TO 'osticket'@'localhost' IDENTIFIED BY 'osticket password';
FLUSH PRIVILEGES;
EXIT

Config osTicket

Browse to http://WEBSERVER_IP_ADDRESS/ and set:

All fields are required.

osTicket web path and title

Url to osTicket installation on your server and the title.
HelpDesk URL:
HelpDesk Title:

System email

Default system email (e.g support@yourdomain.com) You can change or add more emails later.
Default Email:

Admin user

Min of six characters for the password. You can change or add more users later.
Username:
Password:
Password (again):
Email:

Database

MySQL (version 4.4+) is the only database supported at the moment.
MySQL Table Prefix: ost_
MySQL Hostname: localhost
MySQL Database: osticket
MySQL Username: root
MySQL Password: password

and click Install

After the Congratulations osTicket basic installation completed!. click Admin Panel -> Login

After config all in the diferentes tabs, goto Settings tab and check Online on Helpdesk Status

You have osTicket working!

• To add a ticket: http://WEBSERVER_IP_ADDRESS/
• To administrate: http://WEBSERVER_IP_ADDRESS/scp/login.php

Final steps

Remove the installer

# rm /usr/share/webapps/osticket/upload/include/setup/

# chmod 644 /usr/share/webapps/osticket/upload/include/ost-config.php

Adding language support

You can add a new language by just downloading the phar file to include/i18

Here is an example

# cd /var/www/localhost/htdocs/include/i18n
# wget http://osticket.com/sites/default/files/download/lang/pt_PT.phar