{"id":30555,"date":"2025-09-29T06:41:04","date_gmt":"2025-09-29T03:41:04","guid":{"rendered":"https:\/\/fatihsoysal.com\/blog\/?p=30555"},"modified":"2025-09-29T06:41:04","modified_gmt":"2025-09-29T03:41:04","slug":"otrs-ile-centos-7-uzerinde-yardim-masasi-sistemi-kurulumu","status":"publish","type":"post","link":"https:\/\/fatihsoysal.com\/blog\/otrs-ile-centos-7-uzerinde-yardim-masasi-sistemi-kurulumu\/","title":{"rendered":"OTRS ile CentOS 7 \u00dczerinde Yard\u0131m Masas\u0131 Sistemi Kurulumu"},"content":{"rendered":"

<\/p>\n

OTRS ile CentOS 7 \u00dczerinde Yard\u0131m Masas\u0131 Sistemi Kurulumu<\/h2>\n

Giri\u015f<\/h3>\n

G\u00fcn\u00fcm\u00fcz\u00fcn h\u0131zla dijitalle\u015fen d\u00fcnyas\u0131nda, i\u015fletmelerin ve organizasyonlar\u0131n m\u00fc\u015fteri memnuniyetini ve i\u00e7 s\u00fcre\u00e7 verimlili\u011fini sa\u011flamak i\u00e7in etkili bir destek sistemine sahip olmalar\u0131 hayati \u00f6nem ta\u015f\u0131maktad\u0131r. Yard\u0131m masas\u0131 (help desk) sistemleri, bu ihtiyac\u0131 kar\u015f\u0131lamak \u00fczere tasarlanm\u0131\u015f, gelen talepleri y\u00f6netmek, sorunlar\u0131 takip etmek, \u00e7\u00f6z\u00fcmleri kaydetmek ve genel destek s\u00fcre\u00e7lerini otomatikle\u015ftirmek i\u00e7in kullan\u0131lan g\u00fc\u00e7l\u00fc ara\u00e7lard\u0131r. Bu sistemler, son kullan\u0131c\u0131lar\u0131n veya \u00e7al\u0131\u015fanlar\u0131n ya\u015fad\u0131\u011f\u0131 teknik sorunlardan, bilgi taleplerine kadar geni\u015f bir yelpazedeki etkile\u015fimleri merkezi bir noktadan y\u00f6neterek, hem destek ekibinin i\u015f y\u00fck\u00fcn\u00fc hafifletir hem de hizmet kalitesini art\u0131r\u0131r.<\/p>\n

Piyasada bir\u00e7ok ticari ve a\u00e7\u0131k kaynak yard\u0131m masas\u0131 \u00e7\u00f6z\u00fcm\u00fc bulunsa da, a\u00e7\u0131k kaynakl\u0131 \u00e7\u00f6z\u00fcmler \u00f6zellikle maliyet etkinli\u011fi, esneklik ve topluluk deste\u011fi a\u00e7\u0131s\u0131ndan \u00f6ne \u00e7\u0131kmaktad\u0131r. Bu \u00e7\u00f6z\u00fcmlerden biri de OTRS (Open-source Ticket Request System)’dir. OTRS, geni\u015f \u00f6zellik yelpazesi, mod\u00fcler yap\u0131s\u0131 ve g\u00fc\u00e7l\u00fc \u00f6zelle\u015ftirme yetenekleri sayesinde k\u00fc\u00e7\u00fck ve orta \u00f6l\u00e7ekli i\u015fletmelerden b\u00fcy\u00fck kurumsal yap\u0131lara kadar bir\u00e7ok farkl\u0131 organizasyonun ihtiya\u00e7lar\u0131n\u0131 kar\u015f\u0131layabilmektedir. E-posta, telefon, web aray\u00fcz\u00fc gibi farkl\u0131 kanallardan gelen talepleri tek bir platformda birle\u015ftirerek, destek s\u00fcre\u00e7lerinin u\u00e7tan uca y\u00f6netilmesini sa\u011flar.<\/p>\n

CentOS 7 ise, kurumsal d\u00fczeyde stabilite, g\u00fcvenlik ve uzun s\u00fcreli destek sunan pop\u00fcler bir Linux da\u011f\u0131t\u0131m\u0131d\u0131r. Red Hat Enterprise Linux (RHEL) tabanl\u0131 olmas\u0131, onu sunucu ortamlar\u0131 i\u00e7in g\u00fcvenilir bir se\u00e7im haline getirmektedir. Bu kombinasyon, OTRS’i g\u00fcvenilir ve sa\u011flam bir altyap\u0131 \u00fczerinde \u00e7al\u0131\u015ft\u0131rmak isteyenler i\u00e7in ideal bir \u00e7\u00f6z\u00fcm sunar.<\/p>\n

Bu makalede, CentOS 7 i\u015fletim sistemi \u00fczerinde OTRS yard\u0131m masas\u0131 sisteminin ad\u0131m ad\u0131m nas\u0131l kurulaca\u011f\u0131n\u0131 ve temel yap\u0131land\u0131rmalar\u0131n\u0131n nas\u0131l yap\u0131laca\u011f\u0131n\u0131 detayl\u0131 bir \u015fekilde inceleyece\u011fiz. Amac\u0131m\u0131z, okuyuculara kapsaml\u0131 ve uygulanabilir bir rehber sunarak, kendi yard\u0131m masas\u0131 sistemlerini ba\u015far\u0131l\u0131 bir \u015fekilde kurmalar\u0131na yard\u0131mc\u0131 olmakt\u0131r.<\/p>\n

\u00d6n Gereksinimler<\/h3>\n

OTRS kurulumuna ba\u015flamadan \u00f6nce, baz\u0131 temel \u00f6n gereksinimlerin kar\u015f\u0131land\u0131\u011f\u0131ndan emin olmal\u0131y\u0131z. Bu ad\u0131mlar, kurulum s\u00fcrecinin sorunsuz ilerlemesi i\u00e7in kritik \u00f6neme sahiptir.<\/p>\n

Donan\u0131m ve Yaz\u0131l\u0131m Gereksinimleri<\/h4>\n

* CentOS 7 Sunucusu:<\/strong> Minimum 2 CPU \u00e7ekirde\u011fi ve 4 GB RAM \u00f6nerilir. Daha b\u00fcy\u00fck veya yo\u011fun sistemler i\u00e7in daha fazla kaynak gerekebilir. Sunucunun internet ba\u011flant\u0131s\u0131 olmal\u0131d\u0131r.
\n* Root veya Sudo Yetkileri:<\/strong> Kurulum ve yap\u0131land\u0131rma i\u015flemleri i\u00e7in root<\/code> kullan\u0131c\u0131s\u0131 veya sudo<\/code> yetkilerine sahip bir kullan\u0131c\u0131 hesab\u0131 gereklidir.
\n* Temel Linux Bilgisi:<\/strong> Komut sat\u0131r\u0131 kullan\u0131m\u0131, dosya sisteminde gezinme, metin d\u00fczenleyicileri (nano, vi) gibi temel Linux komutlar\u0131na a\u015final\u0131k faydal\u0131 olacakt\u0131r.
\n* FQDN (Fully Qualified Domain Name – \u0130ste\u011fe Ba\u011fl\u0131 ama \u00d6nerilir):<\/strong> OTRS sisteminize d\u0131\u015far\u0131dan eri\u015fim sa\u011flamak ve e-posta entegrasyonlar\u0131n\u0131 kolayla\u015ft\u0131rmak i\u00e7in bir alan ad\u0131 (\u00f6rn: destek.firmaniz.com<\/code>) kullanman\u0131z \u00f6nerilir. Bu, sunucunuzun IP adresine bir DNS kayd\u0131 ile e\u015fle\u015ftirilmelidir.
\n* E-posta Sunucusu:<\/strong> OTRS’in gelen e-postalar\u0131 alabilmesi (ticket olu\u015fturmak i\u00e7in) ve giden e-postalar\u0131 g\u00f6nderebilmesi (bildirimler i\u00e7in) i\u00e7in bir SMTP\/POP3\/IMAP sunucusu gereklidir. Bu, harici bir e-posta hizmeti (Gmail, Outlook 365) veya kendi dahili e-posta sunucunuz olabilir.<\/p>\n

Sistem G\u00fcncellemesi ve Temel Ba\u011f\u0131ml\u0131l\u0131klar\u0131n Kurulumu<\/h3>\n

Kuruluma ba\u015flamadan \u00f6nce, CentOS 7 sunucunuzun g\u00fcncel oldu\u011fundan ve gerekli temel ara\u00e7lara sahip oldu\u011fundan emin olal\u0131m.<\/p>\n

Sistem G\u00fcncellemesi<\/h4>\n

Terminali a\u00e7\u0131n ve a\u015fa\u011f\u0131daki komutlar\u0131 \u00e7al\u0131\u015ft\u0131rarak sisteminizi g\u00fcncelleyin:<\/p>\n

sudo yum update -y\nsudo yum install -y wget nano net-tools epel-release<\/code><\/pre>\n
*   yum update -y<\/code>: Sistemdeki t\u00fcm paketleri g\u00fcncelleyerek olas\u0131 g\u00fcvenlik a\u00e7\u0131klar\u0131n\u0131 kapat\u0131r ve en son kararl\u0131 s\u00fcr\u00fcmleri y\u00fckler. -y<\/code> parametresi, t\u00fcm sorulara otomatik olarak “evet” yan\u0131t\u0131 verir.
\n*   wget<\/code>: Dosyalar\u0131 internetten indirmek i\u00e7in kullan\u0131lan bir ara\u00e7t\u0131r.
\n*   nano<\/code>: Kullan\u0131m\u0131 kolay bir komut sat\u0131r\u0131 metin d\u00fczenleyicisidir.
\n*   net-tools<\/code>: A\u011f yap\u0131land\u0131rmas\u0131 ve sorun giderme i\u00e7in gerekli ara\u00e7lar\u0131 i\u00e7erir.
\n*   epel-release<\/code>: Ekstra Paketler i\u00e7in Enterprise Linux (EPEL) deposunu etkinle\u015ftirir. Baz\u0131 OTRS ba\u011f\u0131ml\u0131l\u0131klar\u0131 bu depoda bulunabilir.<\/p>\n
SELinux ve Firewall Ayarlar\u0131<\/h4>\n
SELinux (Security-Enhanced Linux) ve Firewall, CentOS’un g\u00fcvenlik mekanizmalar\u0131d\u0131r. OTRS’in do\u011fru \u00e7al\u0131\u015fmas\u0131 i\u00e7in bu mekanizmalar\u0131 yap\u0131land\u0131rmam\u0131z gerekebilir. Kurulum s\u0131ras\u0131nda sorun ya\u015famamak ad\u0131na SELinux’u ge\u00e7ici olarak devre d\u0131\u015f\u0131 b\u0131rak\u0131p, kurulum sonras\u0131 tekrar etkinle\u015ftirmek ve gerekli izinleri tan\u0131mlamak daha g\u00fcvenli bir yakla\u015f\u0131md\u0131r. Firewall i\u00e7in ise OTRS’in kullanaca\u011f\u0131 portlar\u0131 a\u00e7mal\u0131y\u0131z.<\/p>\n
SELinux’u Ge\u00e7ici Olarak Devre D\u0131\u015f\u0131 B\u0131rakma<\/h5>\n
sudo setenforce 0<\/code><\/pre>\n
Bu komut, SELinux’u mevcut oturum i\u00e7in ge\u00e7ici olarak devre d\u0131\u015f\u0131 b\u0131rak\u0131r. Yeniden ba\u015flatmada kal\u0131c\u0131 olmas\u0131 i\u00e7in \/etc\/selinux\/config<\/code> dosyas\u0131n\u0131 d\u00fczenlememiz gerekir:<\/p>\n
sudo nano \/etc\/selinux\/config<\/code><\/pre>\n
A\u00e7\u0131lan dosyada SELINUX=enforcing<\/code> sat\u0131r\u0131n\u0131 bulun ve SELINUX=permissive<\/code> veya SELINUX=disabled<\/code> olarak de\u011fi\u015ftirin. Kurulum ve testler s\u0131ras\u0131nda permissive<\/code> modu tercih edilebilir, bu mod ihlalleri kaydeder ancak engellemez. Kurulum tamamland\u0131ktan sonra SELinux politikalar\u0131n\u0131 OTRS i\u00e7in ayarlayarak enforcing<\/code> moduna geri d\u00f6nmek en iyi uygulamad\u0131r.<\/p>\n
Firewall Ayarlar\u0131<\/h5>\n
OTRS, web tabanl\u0131 bir uygulama oldu\u011fu i\u00e7in HTTP (80) ve HTTPS (443) portlar\u0131n\u0131n a\u00e7\u0131k olmas\u0131 gerekmektedir.<\/p>\n
sudo systemctl start firewalld\nsudo systemctl enable firewalld\nsudo firewall-cmd --permanent --add-service=http\nsudo firewall-cmd --permanent --add-service=https # E\u011fer HTTPS kullanacaksan\u0131z\nsudo firewall-cmd --reload<\/code><\/pre>\n
Bu komutlar, firewalld<\/code> servisini ba\u015flat\u0131r, sistem ba\u015flang\u0131c\u0131nda otomatik ba\u015flamas\u0131n\u0131 sa\u011flar, HTTP ve HTTPS servislerine izin verir ve firewall kurallar\u0131n\u0131 yeniden y\u00fckler.<\/p>\n
Veritaban\u0131 Kurulumu ve Yap\u0131land\u0131rmas\u0131<\/h3>\n
OTRS, verilerini depolamak i\u00e7in bir veritaban\u0131 sunucusuna ihtiya\u00e7 duyar. MariaDB (MySQL’in a\u00e7\u0131k kaynakl\u0131 bir \u00e7atal\u0131) veya PostgreSQL kullan\u0131labilir. CentOS 7’de MariaDB genellikle varsay\u0131lan olarak tercih edilir ve kurulumu olduk\u00e7a kolayd\u0131r.<\/p>\n
MariaDB Kurulumu<\/h4>\n
sudo yum install -y mariadb-server mariadb<\/code><\/pre>\n
MariaDB servisini ba\u015flat\u0131n ve sistem ba\u015flang\u0131c\u0131nda otomatik ba\u015flamas\u0131 i\u00e7in etkinle\u015ftirin:<\/p>\n
sudo systemctl start mariadb\nsudo systemctl enable mariadb<\/code><\/pre>\n
MariaDB G\u00fcvenli\u011fini Sa\u011flama<\/h4>\n
Yeni kurulan MariaDB sunucusunun g\u00fcvenli\u011fini art\u0131rmak i\u00e7in a\u015fa\u011f\u0131daki komutu \u00e7al\u0131\u015ft\u0131r\u0131n:<\/p>\n
sudo mysql_secure_installation<\/code><\/pre>\n
Bu komut size \u00e7e\u015fitli sorular soracakt\u0131r:
\n*   Enter current password for root (enter for none):<\/code> \u0130lk kurulumda root \u015fifresi olmad\u0131\u011f\u0131 i\u00e7in direkt Enter tu\u015funa bas\u0131n.
\n*   Set root password? [Y\/n]<\/code>: Y<\/code> tu\u015funa basarak root kullan\u0131c\u0131s\u0131 i\u00e7in g\u00fc\u00e7l\u00fc bir \u015fifre belirleyin.
\n*   Remove anonymous users? [Y\/n]<\/code>: Y<\/code> (Anonim kullan\u0131c\u0131lar\u0131 kald\u0131r\u0131r.)
\n*   Disallow root login remotely? [Y\/n]<\/code>: Y<\/code> (Root kullan\u0131c\u0131s\u0131n\u0131n uzaktan ba\u011flant\u0131s\u0131n\u0131 engeller, g\u00fcvenlik i\u00e7in \u00f6nemlidir.)
\n*   Remove test database and access to it? [Y\/n]<\/code>: Y<\/code> (Test veritaban\u0131n\u0131 kald\u0131r\u0131r.)
\n*   Reload privilege tables now? [Y\/n]<\/code>: Y<\/code> (De\u011fi\u015fikliklerin hemen etkili olmas\u0131n\u0131 sa\u011flar.)<\/p>\n
OTRS \u0130\u00e7in Veritaban\u0131 ve Kullan\u0131c\u0131 Olu\u015fturma<\/h4>\n
\u015eimdi OTRS’in kullanaca\u011f\u0131 bir veritaban\u0131 ve bu veritaban\u0131na eri\u015febilecek bir kullan\u0131c\u0131 olu\u015ftural\u0131m. MariaDB root kullan\u0131c\u0131s\u0131 ile giri\u015f yap\u0131n:<\/p>\n
mysql -u root -p<\/code><\/pre>\n
Az \u00f6nce belirledi\u011finiz root \u015fifresini girin. Ard\u0131ndan a\u015fa\u011f\u0131daki SQL komutlar\u0131n\u0131 s\u0131ras\u0131yla \u00e7al\u0131\u015ft\u0131r\u0131n:<\/p>\n
CREATE DATABASE otrs CHARACTER SET utf8mb4 COLLATE utf8mb4_unicode_ci;\nCREATE USER 'otrs'@'localhost' IDENTIFIED BY 'GucluSifreniz!';\nGRANT ALL PRIVILEGES ON otrs.* TO 'otrs'@'localhost';\nFLUSH PRIVILEGES;\nEXIT;<\/code><\/pre>\n
*   CREATE DATABASE otrs ...<\/code>: otrs<\/code> ad\u0131nda bir veritaban\u0131 olu\u015fturur. utf8mb4<\/code> ve utf8mb4_unicode_ci<\/code> karakter setleri, farkl\u0131 dillerdeki karakterlerin do\u011fru \u015fekilde saklanmas\u0131n\u0131 sa\u011flar.
\n*   CREATE USER 'otrs'@'localhost' ...<\/code>: localhost<\/code> \u00fczerinden ba\u011flanacak otrs<\/code> ad\u0131nda bir kullan\u0131c\u0131 olu\u015fturur ve GucluSifreniz!<\/code> yerine kendi belirledi\u011finiz g\u00fc\u00e7l\u00fc bir \u015fifreyi yazmal\u0131s\u0131n\u0131z.
\n*   GRANT ALL PRIVILEGES ...<\/code>: otrs<\/code> kullan\u0131c\u0131s\u0131na otrs<\/code> veritaban\u0131 \u00fczerindeki t\u00fcm yetkileri verir.
\n*   FLUSH PRIVILEGES<\/code>: Yetki tablolar\u0131n\u0131 yeniden y\u00fckleyerek de\u011fi\u015fikliklerin etkin olmas\u0131n\u0131 sa\u011flar.
\n*   EXIT<\/code>: MariaDB konsolundan \u00e7\u0131kar.<\/p>\n
Web Sunucusu (Apache) Kurulumu ve Yap\u0131land\u0131rmas\u0131<\/h3>\n
OTRS bir web uygulamas\u0131 oldu\u011fundan, onu \u00e7al\u0131\u015ft\u0131rmak i\u00e7in bir web sunucusuna ihtiyac\u0131m\u0131z var. Apache HTTP Sunucusu, bu ama\u00e7 i\u00e7in yayg\u0131n olarak kullan\u0131lan ve OTRS taraf\u0131ndan desteklenen bir se\u00e7enektir.<\/p>\n
Apache Kurulumu<\/h4>\n
sudo yum install -y httpd<\/code><\/pre>\n
Apache servisini ba\u015flat\u0131n ve sistem ba\u015flang\u0131c\u0131nda otomatik ba\u015flamas\u0131 i\u00e7in etkinle\u015ftirin:<\/p>\n
sudo systemctl start httpd\nsudo systemctl enable httpd<\/code><\/pre>\n
Web taray\u0131c\u0131n\u0131zdan sunucunuzun IP adresini yazarak Apache’nin \u00e7al\u0131\u015f\u0131p \u00e7al\u0131\u015fmad\u0131\u011f\u0131n\u0131 kontrol edebilirsiniz. Varsay\u0131lan CentOS Apache ho\u015f geldiniz sayfas\u0131 g\u00f6r\u00fcnmelidir.<\/p>\n
Gerekli Perl Mod\u00fcllerinin Kurulumu<\/h4>\n
OTRS, Perl programlama dili ile yaz\u0131lm\u0131\u015ft\u0131r ve do\u011fru \u00e7al\u0131\u015fmas\u0131 i\u00e7in bir\u00e7ok Perl mod\u00fcl\u00fcne ihtiya\u00e7 duyar. OTRS 6 i\u00e7in gerekli ba\u015fl\u0131ca Perl mod\u00fcllerini a\u015fa\u011f\u0131daki komutla kurabilirsiniz:<\/p>\n
sudo yum install -y \"perl(Archive::Zip)\" \"perl(Crypt::Eksblowfish)\" \"perl(Crypt::SSLeay)\" \"perl(DBD::mysql)\" \"perl(DateTime)\" \"perl(Encode::HanExtra)\" \"perl(GD)\" \"perl(JSON::XS)\" \"perl(Mail::IMAPClient)\" \"perl(ModPerl::Util)\" \"perl(Net::DNS)\" \"perl(Net::LDAP)\" \"perl(PDF::API2)\" \"perl(Text::CSV_XS)\" \"perl(XML::LibXML)\" \"perl(XML::LibXSLT)\" \"perl(XML::Parser)\" \"perl(YAML::XS)\"<\/code><\/pre>\n
Bu komut, OTRS’in temel i\u015flevleri i\u00e7in gerekli olan mod\u00fclleri kurar. E\u011fer daha sonra OTRS aray\u00fcz\u00fcnde eksik mod\u00fcl uyar\u0131s\u0131 al\u0131rsan\u0131z, ilgili mod\u00fcl\u00fc de yum install<\/code> komutuyla kurman\u0131z gerekebilir.<\/p>\n
OTRS Kurulumu<\/h3>\n
\u015eimdi OTRS yaz\u0131l\u0131m\u0131n\u0131 indirip sunucumuza kural\u0131m. OTRS’in resmi web sitesinden en son kararl\u0131 s\u00fcr\u00fcm\u00fc indirmeniz \u00f6nerilir. Bu makalede OTRS 6.x s\u00fcr\u00fcm\u00fcn\u00fc baz alaca\u011f\u0131z.<\/p>\n
OTRS Paketini \u0130ndirme<\/h4>\n
OTRS’in resmi sitesinden .rpm<\/code> veya .tgz<\/code> uzant\u0131l\u0131 paketi indirebilirsiniz. .rpm<\/code> paketi, CentOS i\u00e7in daha kolay bir kurulum sa\u011flar. E\u011fer .rpm<\/code> paketi mevcut de\u011filse .tgz<\/code> paketini kullanabiliriz. Genellikle https:\/\/ftp.otrs.org\/pub\/otrs\/<\/code> adresinden en son s\u00fcr\u00fcm\u00fc bulabilirsiniz.<\/p>\n
\u00d6rnek olarak, OTRS 6.0.x s\u00fcr\u00fcm\u00fcn\u00fcn bir RPM paketini indirelim (s\u00fcr\u00fcm numaras\u0131n\u0131 en g\u00fcncel olanla de\u011fi\u015ftirin):<\/p>\n
cd \/opt\nsudo wget https:\/\/ftp.otrs.org\/pub\/otrs\/RPMS\/rhel\/7\/otrs-6.0.x-01.noarch.rpm<\/code><\/pre>\n
*   cd \/opt<\/code>: Paketi \/opt<\/code> dizinine indirmek i\u00e7in dizin de\u011fi\u015ftiririz.
\n*   wget ...<\/code>: Belirtilen URL’den OTRS RPM paketini indirir.<\/p>\n
OTRS RPM Paketini Kurma<\/h4>\n
\u0130ndirdi\u011finiz RPM paketini a\u015fa\u011f\u0131daki komutla kurun:<\/p>\n
sudo yum install -y otrs-6.0.x-01.noarch.rpm<\/code><\/pre>\n
Bu komut, OTRS’i \/opt\/otrs<\/code> dizinine kuracak ve gerekli kullan\u0131c\u0131lar\u0131 (otrs<\/code>) ve Apache yap\u0131land\u0131rma dosyalar\u0131n\u0131 otomatik olarak olu\u015fturacakt\u0131r.<\/p>\n
E\u011fer RPM paketi yerine .tgz<\/code> paketi indirmi\u015f olsayd\u0131n\u0131z, kurulum ad\u0131mlar\u0131 \u015fu \u015fekilde olurdu:<\/strong><\/p>\n
cd \/opt\nsudo wget https:\/\/ftp.otrs.org\/pub\/otrs\/OTRS-6.0.x.tar.gz\nsudo tar -xzf OTRS-6.0.x.tar.gz -C \/opt\nsudo mv \/opt\/OTRS-6.0.x \/opt\/otrs<\/code><\/pre>\n
OTRS kullan\u0131c\u0131s\u0131n\u0131 ve grubunu olu\u015fturun:<\/p>\n
sudo useradd -r -d \/opt\/otrs -c \"OTRS user\" otrs\nsudo usermod -G apache otrs<\/code><\/pre>\n
Dosya izinlerini ayarlay\u0131n:<\/p>\n
sudo \/opt\/otrs\/bin\/otrs.SetPermissions.pl --web-group=apache<\/code><\/pre>\n
Bu, OTRS dizinleri i\u00e7in do\u011fru izinleri ayarlar.<\/p>\n
Apache Yap\u0131land\u0131rmas\u0131<\/h3>\n
OTRS kurulumu, Apache i\u00e7in bir yap\u0131land\u0131rma dosyas\u0131 da sa\u011flar. Bu dosyay\u0131 Apache’nin ana yap\u0131land\u0131rmas\u0131na dahil etmemiz gerekir.<\/p>\n
RPM kurulumunda, OTRS genellikle otrs.conf<\/code> ad\u0131nda bir dosya olu\u015fturur ve bu dosyay\u0131 \/etc\/httpd\/conf.d\/<\/code> dizinine yerle\u015ftirir. Bu dizindeki dosyalar Apache taraf\u0131ndan otomatik olarak y\u00fcklenir.<\/p>\n
E\u011fer manuel .tgz<\/code> kurulumu yapt\u0131ysan\u0131z veya RPM kurulumu otomatik olarak yapmad\u0131ysa, Apache yap\u0131land\u0131rmas\u0131na OTRS’in sa\u011flad\u0131\u011f\u0131 include dosyas\u0131n\u0131 eklemelisiniz:<\/p>\n
sudo nano \/etc\/httpd\/conf.d\/otrs.conf<\/code><\/pre>\n
\u0130\u00e7ine a\u015fa\u011f\u0131daki sat\u0131r\u0131 ekleyin:<\/p>\n
Include \/opt\/otrs\/scripts\/apache2-httpd.include.conf<\/code><\/pre>\n
Bu dosya, OTRS’in web aray\u00fcz\u00fcn\u00fc \u00e7al\u0131\u015ft\u0131rmak i\u00e7in gerekli t\u00fcm Apache mod\u00fcllerini, alias ayarlar\u0131n\u0131 ve di\u011fer direktifleri i\u00e7erir.<\/p>\n
Apache yap\u0131land\u0131rmas\u0131n\u0131 kontrol edin ve servisi yeniden ba\u015flat\u0131n:<\/p>\n
sudo apachectl configtest\nsudo systemctl restart httpd<\/code><\/pre>\n
configtest<\/code> komutu, yap\u0131land\u0131rma dosyan\u0131zda bir hata olup olmad\u0131\u011f\u0131n\u0131 kontrol eder. E\u011fer “Syntax OK” mesaj\u0131n\u0131 al\u0131rsan\u0131z, Apache’yi g\u00fcvenle yeniden ba\u015flatabilirsiniz.<\/p>\n
OTRS Web Kurulum Sihirbaz\u0131<\/h3>\n
T\u00fcm \u00f6n haz\u0131rl\u0131klar tamamland\u0131ktan sonra, OTRS’in web tabanl\u0131 kurulum sihirbaz\u0131n\u0131 ba\u015flatabiliriz. Bir web taray\u0131c\u0131s\u0131 a\u00e7\u0131n ve sunucunuzun IP adresini veya FQDN’sini kullanarak OTRS kurulum aray\u00fcz\u00fcne eri\u015fin:<\/p>\n
http:\/\/sunucu_ip_adresi\/otrs\/installer.pl<\/code><\/p>\n
Veya FQDN kullan\u0131yorsan\u0131z:<\/p>\n
http:\/\/destek.firmaniz.com\/otrs\/installer.pl<\/code><\/p>\n
Kar\u015f\u0131n\u0131za OTRS kurulum sihirbaz\u0131n\u0131n ho\u015f geldiniz ekran\u0131 gelecektir. Ad\u0131m ad\u0131m ilerleyelim:<\/p>\n
1.  Ho\u015f Geldiniz Ekran\u0131:<\/strong> “Next” (\u0130leri) d\u00fc\u011fmesine t\u0131klay\u0131n.
\n2.  Lisans Anla\u015fmas\u0131:<\/strong> OTRS’in GNU Genel Kamu Lisans\u0131 (GPL) ko\u015fullar\u0131n\u0131 kabul edin ve “Accept license and continue” (Lisans\u0131 kabul et ve devam et) d\u00fc\u011fmesine t\u0131klay\u0131n.
\n3.  Veritaban\u0131 Ayarlar\u0131:<\/strong>
\n    *   Veritaban\u0131 tipi olarak “MySQL” (MariaDB i\u00e7in de ge\u00e7erlidir) se\u00e7ili oldu\u011fundan emin olun.
\n    *   “Create a new database” (Yeni bir veritaban\u0131 olu\u015ftur) se\u00e7ene\u011fini i\u015faretleyin. D\u0130KKAT:<\/strong> Daha \u00f6nce manuel olarak veritaban\u0131 olu\u015fturdu\u011fumuz i\u00e7in bu ad\u0131m\u0131 atlayabiliriz. Alternatif olarak, “Use an existing database” (Mevcut bir veritaban\u0131 kullan) se\u00e7ene\u011fini i\u015faretleyip, daha \u00f6nce olu\u015fturdu\u011fumuz otrs<\/code> veritaban\u0131 ad\u0131n\u0131, otrs<\/code> kullan\u0131c\u0131 ad\u0131n\u0131 ve \u015fifresini girerek devam edebiliriz. E\u011fer “Create a new database” se\u00e7ene\u011fini se\u00e7erseniz, sihirbaz sizin i\u00e7in yeni bir veritaban\u0131 olu\u015fturmaya \u00e7al\u0131\u015facakt\u0131r. Ancak biz manuel olarak olu\u015fturdu\u011fumuz i\u00e7in mevcut veritaban\u0131n\u0131 kullanmak daha do\u011fru olacakt\u0131r.
\n    *   Veritaban\u0131 Hostu: localhost<\/code>
\n    *   Veritaban\u0131 Ad\u0131: otrs<\/code>
\n    *   Veritaban\u0131 Kullan\u0131c\u0131s\u0131: otrs<\/code>
\n    *   Veritaban\u0131 \u015eifresi: GucluSifreniz!<\/code> (Daha \u00f6nce belirledi\u011finiz \u015fifre)
\n    *   “Next” d\u00fc\u011fmesine t\u0131klay\u0131n. OTRS, veritaban\u0131na ba\u011flanacak ve gerekli tablolar\u0131 olu\u015fturacakt\u0131r. Bu ad\u0131m biraz zaman alabilir.
\n4.  Sistem Temel Ayarlar\u0131:<\/strong>
\n    *   System ID:<\/strong> Benzersiz bir sistem kimli\u011fi (otomatik olu\u015fturulur, de\u011fi\u015ftirmeyin).
\n    *   System FQDN:<\/strong> Sunucunuzun FQDN’si (\u00f6rn: destek.firmaniz.com<\/code>) veya IP adresi.
\n    *   AdminEmail:<\/strong> Sistemden g\u00f6nderilecek e-postalar i\u00e7in varsay\u0131lan g\u00f6nderici adresi (\u00f6rn: admin@firmaniz.com<\/code>).
\n    *   Organization:<\/strong> Organizasyonunuzun ad\u0131 (\u00f6rn: Firman\u0131z Destek<\/code>).
\n    *   Language:<\/strong> Varsay\u0131lan sistem dili (\u00f6rn: tr<\/code> – T\u00fcrk\u00e7e).
\n    *   “Next” d\u00fc\u011fmesine t\u0131klay\u0131n.
\n5.  Kurulum Tamamland\u0131:<\/strong> Bu ekranda, OTRS’in ba\u015far\u0131yla kuruldu\u011fu ve y\u00f6netici kullan\u0131c\u0131 bilgilerinin olu\u015fturuldu\u011fu belirtilir.
\n    *   Admin Kullan\u0131c\u0131 Ad\u0131:<\/strong> root@localhost<\/code>
\n    *   Admin \u015eifresi:<\/strong> Bu ekranda size rastgele olu\u015fturulmu\u015f bir \u015fifre verilecektir. Bu \u015fifreyi mutlaka not al\u0131n!<\/strong> \u0130lk giri\u015ften sonra bu \u015fifreyi de\u011fi\u015ftirebilirsiniz.
\n    *   “Go to OTRS” (OTRS’e Git) d\u00fc\u011fmesine t\u0131klayarak y\u00f6netici giri\u015f ekran\u0131na y\u00f6nlendirileceksiniz.<\/p>\n
Giri\u015f ekran\u0131nda root@localhost<\/code> kullan\u0131c\u0131 ad\u0131 ve not ald\u0131\u011f\u0131n\u0131z \u015fifre ile giri\u015f yapabilirsiniz.<\/p>\n
OTRS Son Yap\u0131land\u0131rmalar\u0131 ve Bak\u0131m<\/h3>\n
OTRS’in temel kurulumu tamamland\u0131. \u015eimdi sistemin tam potansiyelini kullanabilmek i\u00e7in baz\u0131 \u00f6nemli son yap\u0131land\u0131rmalar\u0131 ve bak\u0131m ad\u0131mlar\u0131n\u0131 ger\u00e7ekle\u015ftirmemiz gerekiyor.<\/p>\n
Cron \u0130\u015flerini Ayarlama<\/h4>\n
OTRS, bir\u00e7ok arka plan g\u00f6revini (e-posta alma, bildirim g\u00f6nderme, istatistik toplama vb.) zamanlanm\u0131\u015f g\u00f6revler (cron i\u015fleri) arac\u0131l\u0131\u011f\u0131yla y\u00fcr\u00fct\u00fcr. Bu g\u00f6revlerin do\u011fru \u015fekilde ayarlanmas\u0131, sistemin sorunsuz \u00e7al\u0131\u015fmas\u0131 i\u00e7in kritik \u00f6neme sahiptir. OTRS kurulumu, gerekli cron job’lar\u0131n\u0131 \/opt\/otrs\/var\/cron<\/code> dizininde sa\u011flar.<\/p>\n
OTRS kullan\u0131c\u0131s\u0131n\u0131n cron job’lar\u0131n\u0131 etkinle\u015ftirmek i\u00e7in a\u015fa\u011f\u0131daki komutu \u00e7al\u0131\u015ft\u0131r\u0131n:<\/p>\n
sudo su - otrs -c \"\/opt\/otrs\/bin\/Cron.sh start\"<\/code><\/pre>\n
Bu komut, OTRS kullan\u0131c\u0131s\u0131 i\u00e7in gerekli cron i\u015flerini otomatik olarak crontab<\/code>‘a ekler. Do\u011frulamak i\u00e7in:<\/p>\n
sudo crontab -l -u otrs<\/code><\/pre>\n
Bu komut, otrs<\/code> kullan\u0131c\u0131s\u0131n\u0131n tan\u0131ml\u0131 cron i\u015flerini listeler.<\/p>\n
OTRS Daemon Kontrol\u00fc<\/h4>\n
OTRS Daemon, bir\u00e7ok arka plan s\u00fcrecini y\u00f6neten \u00f6nemli bir bile\u015fendir. Daemon’\u0131n \u00e7al\u0131\u015f\u0131r durumda oldu\u011fundan emin olun:<\/p>\n
sudo su - otrs -c \"\/opt\/otrs\/bin\/otrs.Daemon.pl start\"<\/code><\/pre>\n
Daemon’\u0131n durumunu kontrol etmek i\u00e7in:<\/p>\n
sudo su - otrs -c \"\/opt\/otrs\/bin\/otrs.Daemon.pl status\"<\/code><\/pre>\n
Daemon’\u0131n sistem ba\u015flang\u0131c\u0131nda otomatik olarak ba\u015flamas\u0131 i\u00e7in bir systemd<\/code> servisi olu\u015fturman\u0131z \u00f6nerilir.<\/p>\n
sudo nano \/etc\/systemd\/system\/otrs-daemon.service<\/code><\/pre>\n
\u0130\u00e7ine a\u015fa\u011f\u0131daki i\u00e7eri\u011fi ekleyin:<\/p>\n
[Unit]\nDescription=OTRS Daemon\nAfter=network.target mariadb.service\n\n[Service]\nType=forking\nUser=otrs\nGroup=apache\nExecStart=\/opt\/otrs\/bin\/otrs.Daemon.pl start\nExecStop=\/opt\/otrs\/bin\/otrs.Daemon.pl stop\nExecReload=\/opt\/otrs\/bin\/otrs.Daemon.pl restart\nPIDFile=\/opt\/otrs\/var\/run\/otrs.daemon.pid\n\n[Install]\nWantedBy=multi-user.target<\/code><\/pre>\n
Kaydedin ve \u00e7\u0131k\u0131n. Ard\u0131ndan servisi etkinle\u015ftirin ve ba\u015flat\u0131n:<\/p>\n
sudo systemctl daemon-reload\nsudo systemctl enable otrs-daemon\nsudo systemctl start otrs-daemon<\/code><\/pre>\n
E-posta Ayarlar\u0131<\/h4>\n
OTRS’in en temel i\u015flevlerinden biri e-posta entegrasyonudur. Gelen e-postalar\u0131 ticket’lara d\u00f6n\u00fc\u015ft\u00fcrmek ve kullan\u0131c\u0131lara bildirim g\u00f6ndermek i\u00e7in e-posta sunucusu ayarlar\u0131n\u0131 yapmal\u0131s\u0131n\u0131z.<\/p>\n
1.  Gelen E-posta (POP3\/IMAP):<\/strong>
\n    *   OTRS web aray\u00fcz\u00fcnde Admin<\/code> -> E-Mail Accounts<\/code> (E-posta Hesaplar\u0131) b\u00f6l\u00fcm\u00fcne gidin.
\n    *   “Add a new e-mail account” (Yeni bir e-posta hesab\u0131 ekle) se\u00e7ene\u011fine t\u0131klay\u0131n.
\n    *   Destek e-posta adresinizin (\u00f6rn: destek@firmaniz.com<\/code>) POP3 veya IMAP sunucu bilgilerini (host, kullan\u0131c\u0131 ad\u0131, \u015fifre) girin.
\n    *   Bu e-posta hesab\u0131ndan gelen ticket’lar\u0131n hangi kuyru\u011fa (Queue) d\u00fc\u015fece\u011fini belirleyin.
\n    *   Scheduler<\/code> (Zamanlay\u0131c\u0131) veya Cron<\/code> arac\u0131l\u0131\u011f\u0131yla bu e-posta hesab\u0131n\u0131 d\u00fczenli olarak kontrol etmek \u00fczere yap\u0131land\u0131r\u0131n. (Cron job’lar\u0131 zaten ayarland\u0131ysa otomatik \u00e7al\u0131\u015facakt\u0131r.)
\n2.  Giden E-posta (SMTP):<\/strong>
\n    *   Admin<\/code> -> SysConfig<\/code> b\u00f6l\u00fcm\u00fcne gidin.
\n    *   Sol men\u00fcden Core::Sendmail<\/code> mod\u00fcl\u00fcn\u00fc aray\u0131n.
\n    *   SendmailModule<\/code> ayar\u0131n\u0131 SMTP<\/code> olarak de\u011fi\u015ftirin.
\n    *   SendmailHost<\/code>, SendmailPort<\/code>, SendmailAuthUser<\/code>, SendmailAuthPassword<\/code> ayarlar\u0131n\u0131 kendi SMTP sunucunuzun bilgilerine g\u00f6re yap\u0131land\u0131r\u0131n. E\u011fer SMTP sunucunuz SSL\/TLS kullan\u0131yorsa, SendmailModule::Auth::SMTP::TLS<\/code> ayar\u0131n\u0131 da etkinle\u015ftirmeniz gerekebilir.<\/p>\n
Sistem Ayarlar\u0131 (SysConfig)<\/h4>\n
Admin<\/code> -> SysConfig<\/code> b\u00f6l\u00fcm\u00fc, OTRS’in t\u00fcm ayarlar\u0131n\u0131n merkezi konumudur. Burada OTRS’in davran\u0131\u015f\u0131n\u0131, g\u00f6r\u00fcn\u00fcm\u00fcn\u00fc ve \u00e7e\u015fitli mod\u00fcllerini \u00f6zelle\u015ftirebilirsiniz.<\/p>\n
*   Genel Ayarlar:<\/strong> Framework<\/code> veya Core<\/code> mod\u00fcllerinde sistemin genel ad\u0131n\u0131, varsay\u0131lan dilini, zaman dilimini ayarlayabilirsiniz.
\n*   G\u00fcvenlik:<\/strong> \u015eifre politikalar\u0131, oturum s\u00fcreleri gibi g\u00fcvenlik ayarlar\u0131n\u0131 yap\u0131land\u0131r\u0131n.
\n*   Aray\u00fcz \u00d6zelle\u015ftirme:<\/strong> Frontend::Agent::Module<\/code> veya Frontend::Customer::Module<\/code> gibi mod\u00fcllerde aray\u00fczde g\u00f6r\u00fcnen men\u00fcleri, widget’lar\u0131 ve di\u011fer bile\u015fenleri y\u00f6netebilirsiniz.
\n*   Ticket Ayarlar\u0131:<\/strong> Ticket<\/code> mod\u00fcl\u00fcnde ticket numaraland\u0131rma, durumlar, tipler gibi ayarlar\u0131 d\u00fczenleyebilirsiniz.<\/p>\n
Kullan\u0131c\u0131lar, Kuyruklar, SLA’lar ve Takvimler Olu\u015fturma<\/h4>\n
OTRS’in temel i\u015flevselli\u011fi, destek s\u00fcre\u00e7lerinizi y\u00f6netmek i\u00e7in bu bile\u015fenlerin do\u011fru yap\u0131land\u0131r\u0131lmas\u0131na ba\u011fl\u0131d\u0131r.<\/p>\n
*   Kuyruklar (Queues):<\/strong> Admin<\/code> -> Queues<\/code> b\u00f6l\u00fcm\u00fcnden destek taleplerinin y\u00f6nlendirilece\u011fi farkl\u0131 kuyruklar olu\u015fturun (\u00f6rn: “Teknik Destek”, “Sat\u0131\u015f”, “\u0130nsan Kaynaklar\u0131”).
\n*   Kullan\u0131c\u0131lar (Users):<\/strong> Admin<\/code> -> Agents<\/code> b\u00f6l\u00fcm\u00fcnden destek ekibi \u00fcyeleriniz i\u00e7in kullan\u0131c\u0131 hesaplar\u0131 olu\u015fturun ve onlara uygun gruplar\u0131 ve kuyruk eri\u015fimlerini atay\u0131n. M\u00fc\u015fteriler i\u00e7in Admin<\/code> -> Customers<\/code> b\u00f6l\u00fcm\u00fcnden m\u00fc\u015fteri verilerini y\u00f6netebilirsiniz.
\n*   SLA’lar (Service Level Agreements):<\/strong> Admin<\/code> -> SLA's<\/code> b\u00f6l\u00fcm\u00fcnden farkl\u0131 hizmet seviyesi anla\u015fmalar\u0131 tan\u0131mlay\u0131n. Bu, ticket’lar\u0131n \u00e7\u00f6z\u00fcm s\u00fcrelerini ve \u00f6nceliklerini otomatik olarak y\u00f6netmenizi sa\u011flar.
\n*   Takvimler (Calendars):<\/strong> Admin<\/code> -> Calendars<\/code> b\u00f6l\u00fcm\u00fcnden \u00e7al\u0131\u015fma saatlerini ve tatil g\u00fcnlerini tan\u0131mlay\u0131n. SLA’lar bu takvimleri kullanarak do\u011fru \u00e7\u00f6z\u00fcm s\u00fcrelerini hesaplar.<\/p>\n
Log Dosyalar\u0131n\u0131 Kontrol Etme<\/h4>\n
Herhangi bir sorunla kar\u015f\u0131la\u015ft\u0131\u011f\u0131n\u0131zda, log dosyalar\u0131 sorun giderme i\u00e7in ilk ba\u015fvurman\u0131z gereken yerdir.<\/p>\n
*   OTRS Loglar\u0131:<\/strong> \/opt\/otrs\/var\/log\/otrs.log<\/code>
\n*   Apache Loglar\u0131:<\/strong> \/var\/log\/httpd\/error_log<\/code> ve \/var\/log\/httpd\/access_log<\/code><\/p>\n
Bu dosyalar\u0131 d\u00fczenli olarak kontrol etmek, sistemin sa\u011fl\u0131\u011f\u0131 hakk\u0131nda bilgi verir ve olas\u0131 sorunlar\u0131 erken te\u015fhis etmenizi sa\u011flar.<\/p>\n
Yedekleme Stratejileri<\/h4>\n
Veri kayb\u0131n\u0131 \u00f6nlemek i\u00e7in d\u00fczenli yedekleme yapmak \u00e7ok \u00f6nemlidir. OTRS kurulumunuz i\u00e7in iki ana bile\u015feni yedeklemeniz gerekir:<\/p>\n
1.  Veritaban\u0131:<\/strong> MariaDB veritaban\u0131n\u0131 d\u00fczenli olarak yedekleyin. \u00d6rne\u011fin, mysqldump<\/code> kullanarak:<\/p>\n
sudo mysqldump -u otrs -p otrs > \/path\/to\/backup\/otrs_backup_$(date +%F).sql<\/code><\/pre>\n
2.  OTRS Dosyalar\u0131:<\/strong> \/opt\/otrs<\/code> dizinini ve \u00f6zellikle yap\u0131land\u0131rma dosyalar\u0131n\u0131 (Kernel\/Config.pm<\/code>, Kernel\/Config\/GenericAgent.pm<\/code> vb.) yedekleyin.<\/p>\n
Bu yedekleri otomatik hale getirmek i\u00e7in cron i\u015flerini kullanabilirsiniz.<\/p>\n
G\u00fcvenlik \u0130pu\u00e7lar\u0131<\/h4>\n
*   HTTPS Kullan\u0131m\u0131:<\/strong> OTRS aray\u00fcz\u00fcne her zaman HTTPS \u00fczerinden eri\u015fim sa\u011flay\u0131n. Bir SSL sertifikas\u0131 (Let’s Encrypt gibi \u00fccretsiz se\u00e7enekler mevcuttur) kurarak ileti\u015fimi \u015fifreleyin.
\n*   G\u00fc\u00e7l\u00fc \u015eifreler:<\/strong> Hem OTRS kullan\u0131c\u0131lar\u0131 hem de veritaban\u0131 kullan\u0131c\u0131lar\u0131 i\u00e7in g\u00fc\u00e7l\u00fc ve karma\u015f\u0131k \u015fifreler kullan\u0131n.
\n*   Eri\u015fim K\u0131s\u0131tlamalar\u0131:<\/strong> Apache yap\u0131land\u0131rmas\u0131nda, OTRS aray\u00fcz\u00fcne eri\u015fimi belirli IP adresleriyle k\u0131s\u0131tlayabilirsiniz.
\n*   Sistem G\u00fcncellemeleri:<\/strong> CentOS ve OTRS’in kendisi i\u00e7in d\u00fczenli g\u00fcncellemeleri takip edin ve uygulay\u0131n.<\/p>\n
S\u0131k Kar\u015f\u0131la\u015f\u0131lan Sorunlar ve \u00c7\u00f6z\u00fcmleri<\/h3>\n
Kurulum ve yap\u0131land\u0131rma s\u0131ras\u0131nda kar\u015f\u0131la\u015fabilece\u011finiz baz\u0131 yayg\u0131n sorunlar ve bunlar\u0131n \u00e7\u00f6z\u00fcmleri:<\/p>\n
1.  Perl Mod\u00fcl\u00fc Eksiklikleri:<\/strong>
\n    *   Belirti:<\/strong> OTRS web aray\u00fcz\u00fcnde “Missing Perl Modules” (Eksik Perl Mod\u00fclleri) uyar\u0131s\u0131 veya sistem loglar\u0131nda Perl mod\u00fcl\u00fc ile ilgili hatalar.
\n    *   \u00c7\u00f6z\u00fcm:<\/strong> Eksik olan mod\u00fcl\u00fc sudo yum install -y \"perl(Mod\u00fclAd\u0131)\"<\/code> komutuyla kurun. Genellikle OTRS uyar\u0131 ekran\u0131 size hangi mod\u00fcl\u00fcn eksik oldu\u011funu s\u00f6yleyecektir.
\n2.  Veritaban\u0131 Ba\u011flant\u0131 Sorunlar\u0131:<\/strong>
\n    *   Belirti:<\/strong> OTRS kurulum sihirbaz\u0131nda veya sistem ba\u015flang\u0131c\u0131nda veritaban\u0131na ba\u011flan\u0131lamad\u0131\u011f\u0131na dair hata mesajlar\u0131.
\n    *   \u00c7\u00f6z\u00fcm:<\/strong>
\n        *   MariaDB servisinin \u00e7al\u0131\u015f\u0131p \u00e7al\u0131\u015fmad\u0131\u011f\u0131n\u0131 kontrol edin: sudo systemctl status mariadb<\/code>.
\n        *   Veritaban\u0131 ad\u0131, kullan\u0131c\u0131 ad\u0131 ve \u015fifresinin do\u011fru oldu\u011fundan emin olun.
\n        *   otrs<\/code> kullan\u0131c\u0131s\u0131n\u0131n do\u011fru yetkilere sahip olup olmad\u0131\u011f\u0131n\u0131 kontrol edin: mysql -u root -p<\/code> ile girip SHOW GRANTS FOR 'otrs'@'localhost';<\/code> komutunu \u00e7al\u0131\u015ft\u0131r\u0131n.
\n3.  Dizin \u0130zinleri:<\/strong>
\n    *   Belirti:<\/strong> OTRS aray\u00fcz\u00fcnde dosya yazma\/okuma hatalar\u0131, log dosyalar\u0131n\u0131n olu\u015fturulamamas\u0131.
\n    *   \u00c7\u00f6z\u00fcm:<\/strong> \/opt\/otrs<\/code> dizini ve alt\u0131ndaki dosyalar\u0131n otrs<\/code> kullan\u0131c\u0131s\u0131 ve apache<\/code> grubuna ait oldu\u011fundan ve do\u011fru yazma\/okuma izinlerine sahip oldu\u011fundan emin olun. sudo \/opt\/otrs\/bin\/otrs.SetPermissions.pl --web-group=apache<\/code> komutunu tekrar \u00e7al\u0131\u015ft\u0131rmak genellikle bu sorunu \u00e7\u00f6zer.
\n4.  SELinux veya Firewall Engellemeleri:<\/strong>
\n    *   Belirti:<\/strong> OTRS aray\u00fcz\u00fcne eri\u015filememesi, Apache’nin OTRS dosyalar\u0131na eri\u015fememesi.
\n    *   \u00c7\u00f6z\u00fcm:<\/strong>
\n        *   SELinux’u ge\u00e7ici olarak setenforce 0<\/code> ile devre d\u0131\u015f\u0131 b\u0131rak\u0131p tekrar deneyin. E\u011fer \u00e7al\u0131\u015f\u0131rsa, SELinux politikalar\u0131n\u0131 OTRS i\u00e7in do\u011fru \u015fekilde yap\u0131land\u0131rman\u0131z gerekir (semanage fcontext<\/code> ve restorecon<\/code> komutlar\u0131 ile).
\n        *   Firewall’da HTTP (80) ve HTTPS (443) portlar\u0131n\u0131n a\u00e7\u0131k oldu\u011fundan emin olun: sudo firewall-cmd --list-all<\/code>. Gerekirse sudo firewall-cmd --permanent --add-service=http<\/code> ve sudo firewall-cmd --reload<\/code> komutlar\u0131yla portlar\u0131 a\u00e7\u0131n.
\n5.  Apache Yap\u0131land\u0131rma Hatalar\u0131:<\/strong>
\n    *   Belirti:<\/strong> Apache servisi ba\u015flam\u0131yor veya OTRS sayfas\u0131na eri\u015filemiyor.
\n    *   \u00c7\u00f6z\u00fcm:<\/strong> sudo apachectl configtest<\/code> ile Apache yap\u0131land\u0131rma dosyas\u0131ndaki hatalar\u0131 kontrol edin. \/etc\/httpd\/conf.d\/otrs.conf<\/code> dosyas\u0131n\u0131n do\u011fru \u015fekilde apache2-httpd.include.conf<\/code> dosyas\u0131n\u0131 dahil etti\u011finden emin olun. Apache loglar\u0131n\u0131 (\/var\/log\/httpd\/error_log<\/code>) kontrol edin.
\n6.  OTRS Daemon’\u0131n \u00c7al\u0131\u015fmamas\u0131:<\/strong>
\n    *   Belirti:<\/strong> E-postalar\u0131n al\u0131nmamas\u0131, bildirimlerin g\u00f6nderilmemesi, zamanlanm\u0131\u015f g\u00f6revlerin \u00e7al\u0131\u015fmamas\u0131.
\n    *   \u00c7\u00f6z\u00fcm:<\/strong> sudo systemctl status otrs-daemon<\/code> ile Daemon servisinin durumunu kontrol edin. E\u011fer \u00e7al\u0131\u015fm\u0131yorsa sudo systemctl start otrs-daemon<\/code> ile ba\u015flat\u0131n ve OTRS loglar\u0131n\u0131 kontrol edin.<\/p>\n
Sonu\u00e7<\/h3>\n
Bu kapsaml\u0131 rehberde, CentOS 7 i\u015fletim sistemi \u00fczerinde OTRS a\u00e7\u0131k kaynak yard\u0131m masas\u0131 sisteminin ad\u0131m ad\u0131m nas\u0131l kurulaca\u011f\u0131n\u0131 ve temel yap\u0131land\u0131rmalar\u0131n\u0131n nas\u0131l yap\u0131laca\u011f\u0131n\u0131 detayl\u0131 bir \u015fekilde inceledik. Sistem g\u00fcncellemesinden ba\u015flayarak, MariaDB veritaban\u0131 kurulumu, Apache web sunucusu yap\u0131land\u0131rmas\u0131, OTRS paketinin indirilmesi ve kurulmas\u0131, web tabanl\u0131 sihirbaz arac\u0131l\u0131\u011f\u0131yla ilk yap\u0131land\u0131rmalar\u0131n yap\u0131lmas\u0131 ve son olarak OTRS’in kritik bile\u015fenlerinin (cron i\u015fleri, e-posta ayarlar\u0131, daemon kontrol\u00fc) ayarlanmas\u0131 gibi t\u00fcm \u00f6nemli ad\u0131mlar\u0131 ele ald\u0131k.<\/p>\n
Ba\u015far\u0131l\u0131 bir kurulumun ard\u0131ndan, organizasyonunuz i\u00e7in g\u00fc\u00e7l\u00fc ve esnek bir yard\u0131m masas\u0131 \u00e7\u00f6z\u00fcm\u00fcne sahip olacaks\u0131n\u0131z. OTRS, ticket y\u00f6netimi, m\u00fc\u015fteri ileti\u015fimi, SLA takibi, raporlama ve otomasyon gibi bir\u00e7ok geli\u015fmi\u015f \u00f6zelli\u011fi ile destek s\u00fcre\u00e7lerinizi optimize etmenize olanak tan\u0131r. A\u00e7\u0131k kaynakl\u0131 yap\u0131s\u0131 sayesinde, ihtiya\u00e7lar\u0131n\u0131za g\u00f6re \u00f6zelle\u015ftirilebilir ve geni\u015fletilebilir bir platform sunar.<\/p>\n
Kurulum sonras\u0131, sisteminizi organizasyonunuzun \u00f6zel ihtiya\u00e7lar\u0131na g\u00f6re daha fazla yap\u0131land\u0131rmak ve \u00f6zelle\u015ftirmek i\u00e7in OTRS’in kapsaml\u0131 SysConfig<\/code> ayarlar\u0131n\u0131 ke\u015ffetmeniz, kuyruklar, kullan\u0131c\u0131lar ve hizmet seviyesi anla\u015fmalar\u0131 olu\u015fturman\u0131z \u00f6nemlidir. Ayr\u0131ca, sistemin g\u00fcvenli\u011fini sa\u011flamak ve sorunsuz \u00e7al\u0131\u015fmas\u0131n\u0131 temin etmek i\u00e7in d\u00fczenli yedeklemeler yapmay\u0131 ve log dosyalar\u0131n\u0131 takip etmeyi unutmay\u0131n.<\/p>\n
OTRS toplulu\u011fu ve resmi dok\u00fcmantasyonu, daha fazla bilgi edinmek, s\u0131k kar\u015f\u0131la\u015f\u0131lan sorunlara \u00e7\u00f6z\u00fcmler bulmak ve sisteminizi daha ileri d\u00fczeyde kullanmak i\u00e7in de\u011ferli kaynaklar sunmaktad\u0131r. Bu makalenin, kendi OTRS yard\u0131m masas\u0131 sisteminizi kurma yolculu\u011funuzda size sa\u011flam bir ba\u015flang\u0131\u00e7 noktas\u0131 sa\u011flamas\u0131n\u0131 umuyoruz.<\/body><\/p>\n","protected":false},"excerpt":{"rendered":"OTRS ile CentOS 7 \u00dczerinde Yard\u0131m Masas\u0131 Sistemi Kurulumu\nGiri\u015f\nG\u00fcn\u00fcm\u00fcz\u00fcn h\u0131zla dijitalle\u015fen d\u00fcnyas\u0131nda, i\u015fletmelerin ve organizasyonla","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"csco_page_header_type":"","csco_page_load_nextpost":"","csco_page_subscribe_form":"","csco_page_contact_form":"","footnotes":""},"categories":[241],"tags":[],"class_list":{"0":"post-30555","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-linux","7":"cs-entry","8":"cs-video-wrap"},"yoast_head":"\nOTRS ile CentOS 7 \u00dczerinde Yard\u0131m Masas\u0131 Sistemi Kurulumu - 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