# -- # INSTALL-3.1.ITSM description of OTRS ITSM 3.0 # Copyright (C) 2003-2011 OTRS AG, http://otrs.com/ # -- # $Id: $ # -- # 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 ITSM ================== OTRS ITSM implements ITIL (R) focused IT service management. Prerequisites ============= You need a clean OTRS 3.1 (http://otrs.org/) installation. For installation and prerequisites see http://doc.otrs.org/. OTRS ITSM are applications for the OTRS 3.1 framework. Make sure your database accepts packages over 15 MB in size. A MySQL database for example accepts packages up to 1 MB by default. In this case, the value for max_allowed_packet must be increased. The recommended maximum size accepted is 20 MB. Installation ============ 1. Download ----------- Download following OTRS ITSM packages from (have a look on "Packages" section below first to download the correct files for your framework): ftp://ftp.otrs.org/pub/otrs/itsm/packages31/ -GeneralCatalog -ITSMCore If your OTRS is unable to connect to the internet, you must download these additional packages. -ITSMIncidentProblemManagement -ITSMConfigurationManagement -ITSMServiceLevelManagement -ITSMChangeManagement -ImportExport You can also download a single OTRS ITSM bundle file, which contains all previously mentioned files and installs them automatically: -ITSM You can download the OTRS ITSM bundle file here: ftp://ftp.otrs.org/pub/otrs/itsm/bundle31/ After the download, just install the OTRS ITSM package via package manager. In this case, you don't need to follow the instructions in section 2 of this document. 2. Installation OTRS ITSM 3.1 ------------------------------ a) Login to your OTRS 3.1 installation with admin permissions. b) Install the downloaded .opm packages in the following order via package manager: 1) GeneralCatalog 2) ITSMCore If your OTRS is able to connect to the internet, you can use now the online repository [--OTRS ITSM 3.1 Master--] to install the following packages. If your OTRS is unable to connect to the internet, you need to install the following packages via package manager. Each of these packages is optional and there is no required installation order. -ITSMChangeManagement -ITSMIncidentProblemManagement -ITSMConfigurationManagement -ITSMServiceLevelManagement -ImportExport 3. Intro -------- New menus in the navigation bar will be shown (ConfigItem, Service, Change) and many new admin options are available in the Admin-Area. For more information see the OTRS ITSM documentation. Upgrade ======= If you have OTRS ITSM 1.0 or OTRS ITSM 1.1 installed, have a look at this FAQ article to upgrade your system to OTRS ITSM 1.2 first, before you upgrade to OTRS ITSM 3.1: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=14&ItemID=300 If you have OTRS ITSM 1.2 or OTRS ITSM 1.3 or OTRS ITSM 2.x installed, you first need to upgrade your OTRS Framework to OTRS 3.1. After that, you can follow the steps in section 2 of this document (Installation OTRS ITSM 3.1). If you have OTRS ITSM 3.1 installed, you can just follow the steps in section 2 of this document (Installation OTRS ITSM 3.1) Packages ======== OTRS ITSM 3.1.10 (2013/07/09) - OTRS 3.1.18 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.1.10 (md5sum 94a6dda6336270fb333e9658f3756168) ITSMChangeManagement 3.1.10 (md5sum e615bafb70b5333ed5196aaeb7d5702a) ITSMConfigurationManagement 3.1.10 (md5sum 39c12c2267a44af08344b2b81660bda1) ITSMCore 3.1.10 (md5sum 1ef6568900025206e0e6307d8c37b271) ITSMIncidentProblemManagement 3.1.10 (md5sum 625e067fa7512fcafeebf0f235ecb46b) ITSMServiceLevelManagement 3.1.10 (md5sum cc260b415d9c39be0410b12c2b8090c6) ImportExport 3.1.10 (md5sum 2ab77ad3b8a7a5566a04375491d8bd70) ITSM 3.1.10 (md5sum cd458da2b1160d8dcd4a2addf50f0476) OTRS ITSM 3.1.9 (2013/05/22) - OTRS 3.1.16 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.1.9 (md5sum 8a5deeffad1f6e5cffbcef74580cf7ec) ITSMChangeManagement 3.1.9 (md5sum 9b9a9716c730e5e8d4b7974e50295f39) ITSMConfigurationManagement 3.1.9 (md5sum a7d41c9b79f638292ffa8acb5ed95dae) ITSMCore 3.1.9 (md5sum 970b44582b7e376f56e166947c02252e) ITSMIncidentProblemManagement 3.1.9 (md5sum 697baa5d2e0385a24d3ffa269a26342c) ITSMServiceLevelManagement 3.1.9 (md5sum 92ed0ad1b796e8fe5b2df28f9b0aee6e) ImportExport 3.1.9 (md5sum 913481564cebcb355069b3ac3d4ba753) ITSM 3.1.9 (md5sum bbca096c39c48b9d6ccdefc6bfdece40) OTRS ITSM 3.1.8 (2013/04/02) - OTRS 3.1.14 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.1.8 (md5sum e6d16ff67e6965f8ea14c48d546fb60c) ITSMChangeManagement 3.1.8 (md5sum e7512ca11cd63a5fbb6e3515ef1216ca) ITSMConfigurationManagement 3.1.8 (md5sum d3ac5c2d36614072836cd8bfbe0ba476) ITSMCore 3.1.8 (md5sum 048b32b32bfed3ae8d61bb11784c9177) ITSMIncidentProblemManagement 3.1.8 (md5sum df7680a049c544df04bb4f6affdc8de7) ITSMServiceLevelManagement 3.1.8 (md5sum a99515b202bd1ee5d0e38e4e5165e569) ImportExport 3.1.8 (md5sum 755792e04a3d70de11a36c6e452f25db) ITSM 3.1.8 (md5sum 24693fe906c9a971c47220aa5b9a11d7) OTRS ITSM 3.1.7 (2012/12/11) - OTRS 3.1.12 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.1.7 (md5sum 94cd42ca848075e26161fb6d71402bb5) ITSMChangeManagement 3.1.7 (md5sum 5ac80e89c009fb4145ce2edc11ee2676) ITSMConfigurationManagement 3.1.7 (md5sum c49c648c9cbbc7c0e1469ea52003d75e) ITSMCore 3.1.7 (md5sum 3d25d053215eda581477635d9e56f8bf) ITSMIncidentProblemManagement 3.1.7 (md5sum 1f2399129287ff2c0a2d7616a5d93882) ITSMServiceLevelManagement 3.1.7 (md5sum cf8b6e657f87ef15abe286bda44b7bb2) ImportExport 3.1.7 (md5sum 4bfa4c0028e37d3a22b211ee10e44ae9) ITSM 3.1.7 (md5sum 2f52db0a01c4b2483f2ea4ebf9be764e) OTRS ITSM 3.1.6 (2012/08/21) - OTRS 3.1.9 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.1.6 (md5sum 8d69c34e3639764f56b76378fb1a7b1f) ITSMChangeManagement 3.1.6 (md5sum a0b5c0086dbdff853883041cae8c8629) ITSMConfigurationManagement 3.1.6 (md5sum 6a4214dad1ed9ec0eb3e908be46f64a8) ITSMCore 3.1.6 (md5sum 56ca1566b21aca220b8c404fdcf8f7cb) ITSMIncidentProblemManagement 3.1.6 (md5sum a03c0af712d8dabd1c15f209d3a220b7) ITSMServiceLevelManagement 3.1.6 (md5sum c86ccfd1d3de1e1c385accb3cc790262) ImportExport 3.1.6 (md5sum fd913c540e0fd2f689ad99b4add07bf2) ITSM 3.1.6 (md5sum 312b8cabc70f3c953a84876a5511a681) OTRS ITSM 3.1.5 (2012/08/07) - OTRS 3.1.8 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.1.5 (md5sum 977b0fcd7dcae2badb0a50a3242103e9) ITSMChangeManagement 3.1.5 (md5sum 1c887b8355bbf668d716b4668f2778e9) ITSMConfigurationManagement 3.1.5 (md5sum 440c0d28be67e49a4e121dedc396f066) ITSMCore 3.1.5 (md5sum 4d18e2e690a62b49b8cb045f7dae4b87) ITSMIncidentProblemManagement 3.1.5 (md5sum 674946eb7d9e593f8a4a9931f8956d33) ITSMServiceLevelManagement 3.1.5 (md5sum c0586c399c99a94483d4a79e1bc069e7) ImportExport 3.1.5 (md5sum 80c516f85bccc80f96b3770e659e0a48) ITSM 3.1.5 (md5sum e07f12884d4d6f3fdb0d9038dd256777) OTRS ITSM 3.1.4 (2012/06/05) - OTRS 3.1.6 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.1.4 (md5sum 948b8268b4f8bb0dcf6875f670a3674c) ITSMChangeManagement 3.1.4 (md5sum b930a1319993c21cd35689a760ac017c) ITSMConfigurationManagement 3.1.4 (md5sum 7df599ad98a12cd34b6cc32ebe915c07) ITSMCore 3.1.4 (md5sum 2c5539215b37220692df7b669a84ec52) ITSMIncidentProblemManagement 3.1.4 (md5sum 6b0a25d8c2c1540322f392a393f6d4b7) ITSMServiceLevelManagement 3.1.4 (md5sum 0bef432d12e66c256389bedce61bf331) ImportExport 3.1.4 (md5sum e32e04216ba0d88ce9b4903e01baf15f) ITSM 3.1.4 (md5sum 26332aa761ebd20e60e8e41bfb780569) OTRS ITSM 3.1.3 (2012/05/15) - OTRS 3.1.5 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.1.3 (md5sum c707624ccf547b7224139e4b6e0c3e10) ITSMChangeManagement 3.1.3 (md5sum 7ccb900f87122e25fb2c396e66459755) ITSMConfigurationManagement 3.1.3 (md5sum 8fed825568f30935fce942d741ed5940) ITSMCore 3.1.3 (md5sum 856fea8aef85293738f0467935043022) ITSMIncidentProblemManagement 3.1.3 (md5sum 3aeddc3e32fff797a5c144b69b02b39c) ITSMServiceLevelManagement 3.1.3 (md5sum 9f40e792d910baef79e8fd2f3788d333) ImportExport 3.1.3 (md5sum a2db870b791eaa142050c1ffd2c67f80) ITSM 3.1.3 (md5sum f952a58cd68ee9f0d8b18be8b46e8d12) OTRS ITSM 3.1.2 (2012/02/28) - OTRS 3.1.1 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.1.2 (md5sum b15e5c11935aa8208553d5e8a9581d3c) ITSMChangeManagement 3.1.2 (md5sum c117720a6424e898c69940dc9334fa76) ITSMConfigurationManagement 3.1.2 (md5sum 6321fe41b03559581e9f703b3106e3f4) ITSMCore 3.1.2 (md5sum bb58ac21a7d8ac9e72e8c04991e0297d) ITSMIncidentProblemManagement 3.1.2 (md5sum caf8ae35725caf258a72a803d0602869) ITSMServiceLevelManagement 3.1.2 (md5sum 89b4e9836ca05e3c3b6761b648c0470b) ImportExport 3.1.2 (md5sum fb21854ac00b8299162522496cc3bb3f) ITSM 3.1.2 (md5sum 25e7affc05f84a64ca19ae15cd1b88e3) OTRS ITSM 3.1.1 (2012/02/14) - OTRS 3.1.1 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.1.1 (md5sum f8ddec83425a08677ae1ee09bd0d6054) ITSMChangeManagement 3.1.1 (md5sum 955cca1324d3df901a8b541d38425ade) ITSMConfigurationManagement 3.1.1 (md5sum 67ea097b96c75520b43c3c5be44c7612) ITSMCore 3.1.1 (md5sum a49edd6b5e10fbdd2b0297927c8a6e5e) ITSMIncidentProblemManagement 3.1.1 (md5sum 4f7c08e3d50a9f8811a870221a00b56f) ITSMServiceLevelManagement 3.1.1 (md5sum f5ff2fa8801dfbe2e8df1ba339435bfd) ImportExport 3.1.1 (md5sum 6a671e756384820de4f06b2dd080a07c) ITSM 3.1.1 (md5sum a666c22be5cc9623a88f29b942d33c71) OTRS ITSM 3.1.0 rc1 (2012/02/07) - OTRS 3.1.0.rc1 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.0.96 (md5sum 00597255d0f64a8b1b8ccbd682e81820) ITSMChangeManagement 3.0.96 (md5sum 29d60cd2dddb9b3672edc03d2968ad0a) ITSMConfigurationManagement 3.0.96 (md5sum 96ccc5e3a04db56dd596ebbe2712cf60) ITSMCore 3.0.96 (md5sum bf7033291727815756406e97fd526cbe) ITSMIncidentProblemManagement 3.0.96 (md5sum 0e76fffabc410a431264bb2dacc05004) ITSMServiceLevelManagement 3.0.96 (md5sum 849b56cc2cfa27e732c6f568db90af3d) ImportExport 3.0.96 (md5sum 604fe6d441b20de84ec505fe147bb6bf) ITSM 3.0.96 (md5sum 49e67395cd9a5c70d84a1c12bbeef246) OTRS ITSM 3.1.0 beta5 (2012/01/31) - OTRS 3.1.0.beta5 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.0.95 (md5sum 1f0f7e97cc55ee91fe822c1aa44b1e97) ITSMChangeManagement 3.0.95 (md5sum fe7219c177fc937d0b72516788d88e0f) ITSMConfigurationManagement 3.0.95 (md5sum f2b06a78412c69f9c4a9487288b1d2fd) ITSMCore 3.0.95 (md5sum 0939f9566ada6b4fad520250c93dc049) ITSMIncidentProblemManagement 3.0.95 (md5sum b44819a81539053e6c5636de5f29e4b2) ITSMServiceLevelManagement 3.0.95 (md5sum 4dbfa4a858b72bc828f04b986685b977) ImportExport 3.0.95 (md5sum 1a0b7154f13f01bcbcfd41ae511ea3d3) ITSM 3.0.95 (md5sum 0fed169c4dc5919435949353f2bdf33b) OTRS ITSM 3.1.0 beta4 (2012/01/17) - OTRS 3.1.0.beta4 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.0.94 (md5sum 8d482383c46dcd2252cd214a550ee646) ITSMChangeManagement 3.0.94 (md5sum b9f18456a97d6eb00be07d2ecc1f7c19) ITSMConfigurationManagement 3.0.94 (md5sum 0d7a46749c342d9ae5aab1bb9cb5f38c) ITSMCore 3.0.94 (md5sum 2a8e12c81a835e2c262c03d8ef4d9291) ITSMIncidentProblemManagement 3.0.94 (md5sum 2701cf1c4c18b38018d966881b2141ae) ITSMServiceLevelManagement 3.0.94 (md5sum f2c435ffa064f2ca759f8360bf1f53cc) ImportExport 3.0.94 (md5sum 9aa4a938a190d84654cc6416a98716fc) ITSM 3.0.94 (md5sum b1fdf32b97b84a278801222083a9cc0a) OTRS ITSM 3.1.0 beta3 (2011/12/20) - OTRS 3.1.0.beta3 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.0.93 (md5sum d9ba3a52e11682a9f071ec9486c6e1bb) ITSMChangeManagement 3.0.93 (md5sum b8f0a1a047feb18778fab3375316c5b7) ITSMConfigurationManagement 3.0.93 (md5sum bfe42b27b31d240a425d34c1a18b0c7e) ITSMCore 3.0.93 (md5sum 75d5afd92dc2267ebf9315e88abf0b11) ITSMIncidentProblemManagement 3.0.93 (md5sum bddd35654004e5d5b0d936535ae42f70) ITSMServiceLevelManagement 3.0.93 (md5sum 73699198cf1726e54b8c2e9123be278b) ImportExport 3.0.93 (md5sum 90e32dcfe861751ff4a5d16e59eaf40b) ITSM 3.0.93 (md5sum d278ff9fd80721b1011323e5b576fdc6) OTRS ITSM 3.1.0 beta2 (2011/12/06) - OTRS 3.1.0.beta2 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.0.92 (md5sum 7f4cbe4e60aa98c64c33ffdd6f9cfe6b) ITSMChangeManagement 3.0.92 (md5sum 69bd6e51699e03a39c970cc173d88389) ITSMConfigurationManagement 3.0.92 (md5sum b8735689125dbedc4f67fdfd7506cc46) ITSMCore 3.0.92 (md5sum 009be6cc527defa46367f35975fd919a) ITSMIncidentProblemManagement 3.0.92 (md5sum 4e07ec0fbcebbdaf162f2014e227409e) ITSMServiceLevelManagement 3.0.92 (md5sum 960c5c5a571fc3d9c6688c8c98b34f35) ImportExport 3.0.92 (md5sum 7aed623cfb28a8c45c91654ec767da19) ITSM 3.0.92 (md5sum 53e87e8778b4cd4e8aa0fb5ed29ac2ad) OTRS ITSM 3.1.0 beta1 (2011/11/24) - OTRS 3.1.0.beta1 or higher is required --------------------------------------------------------------------------------- GeneralCatalog 3.0.91 (md5sum fd1dade58a0cd1cc1c44d857699e2770) ITSMChangeManagement 3.0.91 (md5sum afc32326ecfe039f04a6c3520615a716) ITSMConfigurationManagement 3.0.91 (md5sum f9371525290ed869d164dcd7f80706ba) ITSMCore 3.0.91 (md5sum a864b9fd2e82e1c22a74a213d1a9f799) ITSMIncidentProblemManagement 3.0.91 (md5sum e4c9e3fe4e7e9c3ec71a1dfd5ef5dcbb) ITSMServiceLevelManagement 3.0.91 (md5sum d350d7ba7c3026f1d3cf37e5bcb26c7f) ImportExport 3.0.91 (md5sum 11de867b835b59f8227db172d54eb05f) ITSM 3.0.91 (md5sum 9b8fe57c856af08abb563f4fc318be47) Support: ======== For community mailing lists see: http://otrs.org/lists/ For commercial support see: http://otrs.org/support/ ((enjoy)) EOF