OTRS Joomla Gateway Installation Instructions

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OTRS Joomla Gateway Installation Instructions
Title
OTRS Joomla Gateway Installation Instructions
Document #
VI-401963-PR
Revision
3
Author
Vittal Aithal
Issue Date
09 May 2011
Revision
Author
Date
Details
1
VA
18Oct10
Initial release
2
VA
31Jan11
Update to indicate OTRS 3.0.x is now supported
3
VA
9May11
Update for release 0.9.1 which supports Joomla 1.6
Summary
The Joomla OTRS Gateway component is a Joomla component that allows OTRS customer users to access

their OTRS tickets through a Joomla front-end. The gateway is aimed at users who what to use OTRS's agent

and mail handling functionality while maintaining a consistent public interface, serviced in Joomla.
This document details the requirements and installation/configuration steps needed to use the Joomla

OTRS Gateway component.
Contents
1 Requirements



....................................................................................................................................................

1

2 Installation



........................................................................................................................................................

1

2.1 OTRS Package



............................................................................................................................................

2

2.2 Joomla Component



...................................................................................................................................

2

3 Configuration



....................................................................................................................................................

2

3.1 Enable OTRS SOAP



....................................................................................................................................

2

3.2 Configuring Joomla



...................................................................................................................................

3

4 Adding Menu Items



...........................................................................................................................................

4

5 Troubleshooting



................................................................................................................................................

4

1
Requirements
You must have the following software installed or meet these requirements before you install the component:

Joomla 1.5.x or Joomla 1.6.x

OTRS 2.4.x or OTRS 3.0.x

PHP 5.x with the JSON extension enabled on the Joomla server

The SOAP::Lite perl module installed on the OTRS server

Administrative access to OTRS

Administrative access to Joomla
2
Installation
In order to install the Joomla OTRS gateway, you must download two files from the Cognidox website

http://www.cognidox.com/opensource/otrs-joomla-gateway/
:

An OTRS .opm package file

A Joomla component zip file for either Joomla 1.5 or Joomla 1.6
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2011
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A video walkthrough of this installation process is also available from the website.
2.1
OTRS Package
The first part of installation is to install an OTRS package via the OTRS Package Manager. The gateway's OTRS

package provides an RPC handler script and an OTRS module to handle gateway requests. The package does

not affect existing OTRS functionality. To install the package, follow the steps below:
1.
Log into the OTRS agent web interface as an administrator
2.
Click
Package Manager
in the
Admin
area
3.
In the
Install
section, click the
Browse
button and select the OTRS-Joomla .opm package file
4.
Click the
Install
button
5.
Verify the confirmation message appears and click
Continue
At this point, the OTRS package is installed. Continue on to install the Joomla component itself.
2.2
Joomla Component
The second part of the installation process is to install the Joomla component suitable for your Joomla version.

Both Joomla 1.5 and 1.6 versions of the component are available, and it is important to use the correct version

for your Joomla installation. This component includes the gateway itself and two plugins, one for

authenticating customer users to OTRS and one for searching tickets. To install the component, follow the

steps below:
1.
Log into the Joomla administration site as an administrator
2.
Select
Extensions → Install/Uninstall
3.
In the
Upload Package File
section, click the
Browse
button and select the Joomla-OTRS .zip file
4.
Click
Upload File & Install
5.
Verify the successful component install message is shown
At this point, the gateway component is installed in Joomla and both the OTRS search and authentication

plugins are enabled. Continue on to configure the OTRS package and the Joomla component.
Note that a newer version of the Joomla component can be installed over an existing version by repeating the

steps above. Existing configuration settings will not be altered.
3
Configuration
Before the gateway can be used, authentication credentials must be configured in both OTRS and Joomla.

These credentials allow the gateway component to authenticate actions in OTRS.
3.1
Enable OTRS SOAP
The gateway uses OTRS's SOAP interface to exchange messages between Joomla and OTRS. The SOAP

interface requires a SOAP specific username and password to be set in OTRS. If the SOAP username and

password have already been set, the following steps can be skipped. If the SOAP username and password are

not set, follow the steps below:
1.
Log into the OTRS agent web interface as an administrator
2.
Click
SysConfig
in the
Admin
area
3.
In the
Search
section, type
SOAP
into the
Search for
field, and click the
Search
button
4.
Once the search is completed, a link labeled
Core::SOAP
will be show in the
Result
section. Click the

Core::SOAP
link
5.
Enter values for
SOAP::User
and
SOAP::Password
, ensuring that both fields are marked as active
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6.
Click the

Update
button
The SOAP username and password values are now configured in OTRS. The value must now be replicated in

Joomla.
3.2
Configuring Joomla
The final configuration step is to set the OTRS location and authentication details in Joomla. Follow the steps

below to complete the configuration:
1.
Log into the Joomla site administration interface as an administrator
2.
Select
Components → OTRS Gateway
3.
Click the
Parameters
icon
4.
Set the
RPC URL
field to the correct URL for the OTRS system. (If the OTRS system is installed on the

same virtual host as Joomla, the default URL should be correct.)
5.
Set the
RPC User
and
RPC Password
values with the
SOAP::User
and
SOAP::Password
field values from

the OTRS configuration
6.
If the OTRS authentication plugin is not to be used, select how Joomla users are to be mapped to

OTRS users by setting the
User Mapping
field. Mapping by
Login
means that Joomla users and OTRS

customer users must share a login. Mapping by
E-mail
means that Joomla users and OTRS customer

users must share an email address.
7.
Click the
Save
button to complete the configuration
8.
Reload the OTRS Gateway page and confirm the
Gateway Summary
reads
Connected OK
The OTRS Gateway Joomla components is now ready to be used.
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Drawing
1
: The OTRS SysConfig section showing the SOAP fields active and with

values set
Drawing
2
: The OTRS Gateway component parameters window
4
Adding Menu Items
The OTRS Gateway component provides two Joomla menu layouts that can be used in Joomla menus:

A ticket list layout, used for showing lists of the user's tickets or lists of the user's company's tickets.

The menu item's
Basic Parameters
allow for selection between user and company tickets.

A new ticket submission form layout
5
Troubleshooting
The following list is a set of possible problems that may occur when installing or using the OTRS gateway

component:
1.
When configuring the OTRS Gateway component, the Gateway Summary reports
:
SOAP Fault: (faultcode: soap:Client, faultstring: Application failed

during request deserialization: no element found...
This is caused bug #58538 in the perl SOAP::Lite module

(
https://rt.cpan.org/Public/Bug/Display.html?id=58538
). To resolve this, either downgrade the

SOAP::Lite module on the OTRS server to version 0.69, or edit the installed SOAP/Transport/HTTP.pm

file, changing the
sysread
call to a
read
call.
2.
Replying to a ticket does not work – the reply window does not disappear and the ticket does not

get updated
.
This is most likely caused by the JSON extension not being installed in PHP on the Joomla server. For

versions of PHP prior to 5.2.0, install the JSON module from Pecl
http://pecl.php.net/package/json

otherwise, use JSON support compiled into PHP.
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Drawing
3
: The OTRS Gateway views shown when adding a new menu

item
Company Information
Registered Office :
Cognidox
Limited
St Johns Innovation Centre
Cowley Road
Cambridge CB4 0WS
UK
Registered in England and Wales N
o.
06506232
Email
opensource@cognidox.com
Telephone
+44 (0) 1223 911080
Smart Document Management
CogniDox helps teams in Engineering, Marketing, Sales, Operations and other departments to capture, share and

publish product and design documentation.
This easy-to-use tool helps break down the barriers to find information, share solutions and enjoy a faster, more

productive development workflow inside your company. In addition, CogniDox will help you manage and publish

documents and other content to licensed customers. It reduces technical support load and accelerates your

customers' time to market.
www.cognidox.com
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Cognidox Limited,
2011
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