G\u00fcn\u00fcm\u00fcz\u00fcn rekabet\u00e7i i\u015f d\u00fcnyas\u0131nda, m\u00fc\u015fteri memnuniyeti ve i\u00e7 operasyonel verimlilik, \u015firketlerin ba\u015far\u0131s\u0131 i\u00e7in kritik \u00f6neme sahiptir. Bu hedeflere ula\u015fmada en etkili ara\u00e7lardan biri de “Yard\u0131m Masas\u0131” (Help Desk) veya “Servis Masas\u0131” (Service Desk) sistemleridir. Bu sistemler, m\u00fc\u015fteri taleplerini, sorunlar\u0131n\u0131 ve geri bildirimlerini merkezi bir noktadan y\u00f6neterek, \u00e7\u00f6z\u00fcm s\u00fcre\u00e7lerini h\u0131zland\u0131r\u0131r, ileti\u015fimi d\u00fczenler ve hizmet kalitesini art\u0131r\u0131r. Bu makalede, a\u00e7\u0131k kaynak kodlu ve g\u00fc\u00e7l\u00fc bir yard\u0131m masas\u0131 \u00e7\u00f6z\u00fcm\u00fc olan OTRS’i (Open-source Ticket Request System) Ubuntu 18.04 LTS i\u015fletim sistemi \u00fczerinde ad\u0131m ad\u0131m nas\u0131l kuraca\u011f\u0131n\u0131z\u0131 ve yap\u0131land\u0131raca\u011f\u0131n\u0131z\u0131 detayl\u0131 bir \u015fekilde anlataca\u011f\u0131z.<\/p>\n
Yard\u0131m masas\u0131 sistemleri, bir kurulu\u015fun m\u00fc\u015fterileri, \u00e7al\u0131\u015fanlar\u0131 veya payda\u015flar\u0131 ile olan t\u00fcm destek ileti\u015fimini tek bir platformda toplar, organize eder ve y\u00f6netir. Bu sistemlerin temel faydalar\u0131 \u015funlard\u0131r:<\/p>\n
OTRS, bu faydalar\u0131 \u00fccretsiz ve esnek bir platformda sunar. Geni\u015f mod\u00fcl deste\u011fi, \u00f6zelle\u015ftirilebilir i\u015f ak\u0131\u015flar\u0131 ve g\u00fc\u00e7l\u00fc entegrasyon yetenekleri sayesinde, k\u00fc\u00e7\u00fck i\u015fletmelerden b\u00fcy\u00fck kurumsal yap\u0131lara kadar bir\u00e7ok farkl\u0131 ihtiyaca cevap verebilir. Ubuntu 18.04 LTS ise kararl\u0131l\u0131\u011f\u0131, geni\u015f topluluk deste\u011fi ve uzun s\u00fcreli g\u00fcvenlik g\u00fcncellemeleri nedeniyle sunucu ortamlar\u0131 i\u00e7in pop\u00fcler ve g\u00fcvenilir bir se\u00e7imdir.<\/p>\n
OTRS kurulumuna ba\u015flamadan \u00f6nce a\u015fa\u011f\u0131daki \u00f6n ko\u015fullar\u0131n kar\u015f\u0131land\u0131\u011f\u0131ndan emin olun:<\/p>\n
Bu rehberde, Ubuntu 18.04 sunucunuzun temel kurulumunun tamamland\u0131\u011f\u0131 ve SSH arac\u0131l\u0131\u011f\u0131yla eri\u015filebilir oldu\u011fu varsay\u0131lmaktad\u0131r.<\/p>\n
Kuruluma ba\u015flamadan \u00f6nce sistem paketlerinin g\u00fcncel oldu\u011fundan emin olmak her zaman iyi bir uygulamad\u0131r:<\/p>\n
sudo apt update\nsudo apt upgrade -y\nsudo apt dist-upgrade -y\nsudo apt autoremove -y\n<\/code><\/pre>\nWeb Sunucusu (Apache) Kurulumu ve Yap\u0131land\u0131rmas\u0131<\/h3>\n
OTRS, web tabanl\u0131 bir aray\u00fcze sahip oldu\u011fu i\u00e7in bir web sunucusuna ihtiya\u00e7 duyar. Bu rehberde Apache2 kullanaca\u011f\u0131z.<\/p>\n
Apache2 Kurulumu<\/h4>\nsudo apt install apache2 -y\n<\/code><\/pre>\nGerekli Apache Mod\u00fcllerinin Etkinle\u015ftirilmesi<\/h4>\n
OTRS’in d\u00fczg\u00fcn \u00e7al\u0131\u015fmas\u0131 i\u00e7in baz\u0131 Apache mod\u00fcllerinin etkinle\u015ftirilmesi gerekir. \u00d6zellikle Perl CGI deste\u011fi \u00f6nemlidir.<\/p>\n
sudo a2enmod perl\nsudo a2enmod cgi\nsudo a2enmod headers\nsudo a2enmod rewrite\nsudo systemctl restart apache2\n<\/code><\/pre>\nBu komutlar, Apache’nin Perl betiklerini \u00e7al\u0131\u015ft\u0131rma, ba\u015fl\u0131klar\u0131 y\u00f6netme ve URL yeniden yazma yeteneklerini etkinle\u015ftirir.<\/p>\n
Veritaban\u0131 Sunucusu (MariaDB) Kurulumu ve Yap\u0131land\u0131rmas\u0131<\/h3>\n
OTRS, t\u00fcm verilerini bir veritaban\u0131nda saklar. Bu rehberde MySQL ile tam uyumlu olan MariaDB’yi kullanaca\u011f\u0131z.<\/p>\n
MariaDB Sunucusunun Kurulumu<\/h4>\nsudo apt install mariadb-server mariadb-client -y\n<\/code><\/pre>\nMariaDB G\u00fcvenli Kurulumu<\/h4>\n
Kurulumdan sonra MariaDB sunucunuzu g\u00fcvenli hale getirmeniz \u00f6nemlidir. Bu komut, root \u015fifresi belirlemenizi, anonim kullan\u0131c\u0131lar\u0131 kald\u0131rman\u0131z\u0131, root’un uzaktan giri\u015fini engellemenizi ve test veritaban\u0131n\u0131 kald\u0131rman\u0131z\u0131 sa\u011flar.<\/p>\n
sudo mysql_secure_installation\n<\/code><\/pre>\nKomut \u00e7al\u0131\u015ft\u0131r\u0131ld\u0131\u011f\u0131nda size \u00e7e\u015fitli sorular sorulacakt\u0131r. Genellikle t\u00fcm sorulara ‘Y’ (Evet) yan\u0131t\u0131n\u0131 vermek iyi bir g\u00fcvenlik uygulamas\u0131d\u0131r. \u00d6zellikle root \u015fifresi belirlemeyi unutmay\u0131n.<\/p>\n
OTRS \u0130\u00e7in Veritaban\u0131 ve Kullan\u0131c\u0131 Olu\u015fturma<\/h4>\n
OTRS i\u00e7in \u00f6zel bir veritaban\u0131 ve bu veritaban\u0131na eri\u015febilecek bir kullan\u0131c\u0131 olu\u015fturmal\u0131y\u0131z. MariaDB kabu\u011funa root olarak giri\u015f yap\u0131n:<\/p>\n
sudo mysql -u root -p\n<\/code><\/pre>\n\u015eifrenizi girdikten sonra a\u015fa\u011f\u0131daki SQL komutlar\u0131n\u0131 \u00e7al\u0131\u015ft\u0131r\u0131n:<\/p>\n
CREATE DATABASE otrs CHARACTER SET utf8 COLLATE utf8_unicode_ci;\nCREATE USER 'otrs'@'localhost' IDENTIFIED BY 'sifreniz';\nGRANT ALL PRIVILEGES ON otrs.* TO 'otrs'@'localhost';\nFLUSH PRIVILEGES;\nEXIT;\n<\/code><\/pre>\n'sifreniz'<\/code> k\u0131sm\u0131n\u0131 g\u00fc\u00e7l\u00fc bir \u015fifre ile de\u011fi\u015ftirmeyi unutmay\u0131n. Bu komutlar, otrs<\/code> ad\u0131nda bir veritaban\u0131, otrs<\/code> ad\u0131nda bir kullan\u0131c\u0131 olu\u015fturur ve bu kullan\u0131c\u0131ya otrs<\/code> veritaban\u0131 \u00fczerinde t\u00fcm yetkileri verir.<\/p>\nPerl Mod\u00fcllerinin Kurulumu<\/h3>\n
OTRS, Perl dili ile yaz\u0131lm\u0131\u015ft\u0131r ve \u00e7al\u0131\u015fmas\u0131 i\u00e7in bir\u00e7ok Perl mod\u00fcl\u00fcne ihtiya\u00e7 duyar. Bu mod\u00fcllerin \u00e7o\u011fu Ubuntu depolar\u0131nda mevcuttur.<\/p>\n
Gerekli Perl Mod\u00fcllerinin Kurulumu<\/h4>\nsudo apt install perl libapache2-mod-perl2 libdbd-mysql-perl libtimedate-perl libnet-dns-perl libnet-ldap-perl libio-socket-ssl-perl libpdf-api2-perl libsoap-lite-perl libxml-rss-perl libgd-text-perl libgd-graph-perl libjson-xs-perl libmail-imapclient-perl libtemplate-perl libyaml-perl libarchive-zip-perl libcrypt-ssleay-perl libencode-hanin-perl libnet-smtp-ssl-perl libauthen-ntlm-perl libapache-dbi-perl libdatetime-perl -y\n<\/code><\/pre>\nBu liste, OTRS’in temel i\u015flevleri i\u00e7in gerekli olan mod\u00fcllerin b\u00fcy\u00fck bir k\u0131sm\u0131n\u0131 kapsar. OTRS, kurulumdan sonra eksik mod\u00fclleri kontrol eden bir beti\u011fe sahiptir; bu beti\u011fi kullanarak ek mod\u00fcllere ihtiya\u00e7 olup olmad\u0131\u011f\u0131n\u0131 g\u00f6rebiliriz.<\/p>\n
OTRS Paketinin \u0130ndirilmesi ve Kurulumu<\/h3>\n
OTRS’in Ubuntu 18.04 ile uyumlu son a\u00e7\u0131k kaynak s\u00fcr\u00fcm\u00fc OTRS 6’d\u0131r. OTRS’in resmi web sitesinden veya GitHub deposundan indirebilirsiniz.<\/p>\n
OTRS Paketinin \u0130ndirilmesi<\/h4>\n
Bu rehber i\u00e7in OTRS 6.0.x s\u00fcr\u00fcm\u00fcn\u00fc kullanaca\u011f\u0131z. En g\u00fcncel kararl\u0131 6.x s\u00fcr\u00fcm\u00fcn\u00fc OTRS resmi sitesinden<\/a> veya FTP ar\u015fivinden<\/a> bulabilirsiniz. \u00d6rnek olarak 6.0.30 s\u00fcr\u00fcm\u00fcn\u00fc indirelim:<\/p>\ncd \/opt\nsudo wget https:\/\/ftp.otrs.org\/pub\/otrs\/otrs-6.0.30.tar.gz\n<\/code><\/pre>\nPaketin A\u00e7\u0131lmas\u0131 ve Do\u011fru Dizine Ta\u015f\u0131nmas\u0131<\/h4>\nsudo tar -xvf otrs-6.0.30.tar.gz\nsudo mv otrs-6.0.30 otrs\n<\/code><\/pre>\nBu komutlar, indirilen paketi \/opt<\/code> dizinine a\u00e7ar ve ad\u0131n\u0131 otrs<\/code> olarak de\u011fi\u015ftirir.<\/p>\nSembolik Ba\u011flant\u0131 Olu\u015fturma<\/h4>\n
OTRS’in web aray\u00fcz\u00fcne eri\u015fim i\u00e7in Apache’nin web k\u00f6k dizinine bir sembolik ba\u011flant\u0131 olu\u015fturmam\u0131z gerekir.<\/p>\n
sudo ln -s \/opt\/otrs\/bin\/cgi-bin\/ \/var\/www\/html\/otrs\n<\/code><\/pre>\nDosya \u0130zinlerinin Ayarlanmas\u0131<\/h4>\n
OTRS’in d\u00fczg\u00fcn \u00e7al\u0131\u015fabilmesi i\u00e7in dosya ve dizin izinlerinin do\u011fru ayarlanmas\u0131 kritik \u00f6neme sahiptir. OTRS, bu i\u015flem i\u00e7in \u00f6zel bir betik sa\u011flar.<\/p>\n
sudo \/opt\/otrs\/bin\/otrs.SetPermissions.pl --web-user=www-data --otrs-user=otrs --group=www-data \/opt\/otrs\n<\/code><\/pre>\nBu komut, OTRS dizinleri i\u00e7in gerekli kullan\u0131c\u0131 ve grup izinlerini ayarlar. www-data<\/code> Apache’nin varsay\u0131lan kullan\u0131c\u0131s\u0131d\u0131r.<\/p>\nOTRS Sistem Kullan\u0131c\u0131s\u0131 Olu\u015fturma<\/h4>\n
OTRS’in kendi cron i\u015flerini ve di\u011fer arka plan g\u00f6revlerini \u00e7al\u0131\u015ft\u0131rmak i\u00e7in \u00f6zel bir sistem kullan\u0131c\u0131s\u0131 olu\u015fturmas\u0131 \u00f6nerilir.<\/p>\n
sudo useradd -r -d \/opt\/otrs\/ -c \"OTRS user\" otrs\nsudo usermod -g www-data otrs\n<\/code><\/pre>\nOTRS Web Kurulum Sihirbaz\u0131<\/h3>\n
Art\u0131k OTRS’in temel bile\u015fenleri kuruldu. \u015eimdi bir web taray\u0131c\u0131s\u0131 \u00fczerinden kurulumu tamamlayabiliriz.<\/p>\n
Taray\u0131c\u0131dan OTRS Kurulum Sihirbaz\u0131na Eri\u015fim<\/h4>\n
Web taray\u0131c\u0131n\u0131z\u0131 a\u00e7\u0131n ve sunucunuzun IP adresini veya alan ad\u0131n\u0131 kullanarak OTRS kurulum sihirbaz\u0131na eri\u015fin:<\/p>\n
http:\/\/sunucu_ip_adresi\/otrs\/installer.pl\n<\/code><\/pre>\nveya<\/p>\n
http:\/\/alan_adiniz\/otrs\/installer.pl\n<\/code><\/pre>\nKurulum Ad\u0131mlar\u0131<\/h4>\n\n- Ho\u015f Geldiniz Ekran\u0131:<\/strong> OTRS ho\u015f geldiniz ekran\u0131 ile kar\u015f\u0131la\u015facaks\u0131n\u0131z. “Next” (\u0130leri) butonuna t\u0131klay\u0131n.<\/li>\n
- Lisans Anla\u015fmas\u0131:<\/strong> OTRS lisans anla\u015fmas\u0131n\u0131 okuyun ve kabul edin. “Accept license and continue” (Lisans\u0131 kabul et ve devam et) se\u00e7ene\u011fini i\u015faretleyip “Next” butonuna t\u0131klay\u0131n.<\/li>\n
- Veritaban\u0131 Ayarlar\u0131:<\/strong>\n
\n- Database Type:<\/strong> “MySQL” veya “MariaDB” se\u00e7in.<\/li>\n
- Database Host:<\/strong> “localhost” (e\u011fer veritaban\u0131 ayn\u0131 sunucudaysa)<\/li>\n
- Database User:<\/strong> “otrs” (daha \u00f6nce olu\u015fturdu\u011fumuz kullan\u0131c\u0131)<\/li>\n
- Database Password:<\/strong> “sifreniz” (daha \u00f6nce belirledi\u011finiz \u015fifre)<\/li>\n<\/ul>\n
“Next” butonuna t\u0131klay\u0131n. OTRS, veritaban\u0131na ba\u011flanmay\u0131 deneyecek ve ba\u015far\u0131l\u0131 olursa “Database connection successful” (Veritaban\u0131 ba\u011flant\u0131s\u0131 ba\u015far\u0131l\u0131) mesaj\u0131n\u0131 g\u00f6receksiniz. Ard\u0131ndan “Create database” (Veritaban\u0131 olu\u015ftur) se\u00e7ene\u011fini se\u00e7in ve “Next” butonuna t\u0131klay\u0131n. OTRS, gerekli tablolar\u0131 ve varsay\u0131lan verileri olu\u015fturacakt\u0131r.<\/p>\n<\/li>\n
- Sistem Ayarlar\u0131:<\/strong>\n
\n- System ID:<\/strong> Varsay\u0131lan b\u0131rak\u0131labilir.<\/li>\n
- System (Sender) Email:<\/strong> OTRS’ten g\u00f6nderilecek e-postalar i\u00e7in bir g\u00f6nderici adresi girin (\u00f6rn:
otrs@alan_adiniz.com<\/code>).<\/li>\n- FQDN (Full Qualified Domain Name):<\/strong> Sunucunuzun tam alan ad\u0131n\u0131 girin (\u00f6rn:
otrs.alan_adiniz.com<\/code>).<\/li>\n- Language:<\/strong> “Turkish” (T\u00fcrk\u00e7e) se\u00e7ebilirsiniz.<\/li>\n<\/ul>\n
“Next” butonuna t\u0131klay\u0131n.<\/p>\n<\/li>\n
- Kurulum Tamamland\u0131:<\/strong> Kurulumun ba\u015far\u0131yla tamamland\u0131\u011f\u0131n\u0131 belirten bir ekran g\u00f6receksiniz. Bu ekranda, OTRS y\u00f6netici (admin) kullan\u0131c\u0131 ad\u0131 ve \u015fifresi size verilecektir. Bu bilgileri g\u00fcvenli bir yere kaydetti\u011finizden emin olun. Genellikle kullan\u0131c\u0131 ad\u0131
root@localhost<\/code> ve rastgele olu\u015fturulmu\u015f bir \u015fifre olacakt\u0131r.<\/li>\n- OTRS Admin Aray\u00fcz\u00fcne Giri\u015f:<\/strong> “Go to OTRS” (OTRS’e git) butonuna t\u0131klayarak OTRS giri\u015f ekran\u0131na y\u00f6nlendirileceksiniz. Y\u00f6netici kullan\u0131c\u0131 ad\u0131 ve \u015fifrenizle giri\u015f yapabilirsiniz.<\/li>\n<\/ol>\n
OTRS Son Yap\u0131land\u0131rmalar\u0131 ve Optimizasyonlar\u0131<\/h3>\n
Kurulum tamamland\u0131ktan sonra, OTRS’in tam potansiyelini kullanabilmek i\u00e7in baz\u0131 ek yap\u0131land\u0131rmalar yap\u0131lmas\u0131 gerekir.<\/p>\n
Cron \u0130\u015flerinin Ayarlanmas\u0131<\/h4>\n
OTRS, d\u00fczenli bak\u0131m, e-posta \u00e7ekme, istatistik olu\u015fturma gibi g\u00f6revler i\u00e7in cron i\u015flerine ihtiya\u00e7 duyar. Bu i\u015fler OTRS kullan\u0131c\u0131s\u0131 alt\u0131nda \u00e7al\u0131\u015ft\u0131r\u0131lmal\u0131d\u0131r.<\/p>\n
sudo \/opt\/otrs\/bin\/otrs.SetPermissions.pl --web-user=www-data --otrs-user=otrs --group=www-data \/opt\/otrs\nsudo su - otrs -c \"\/opt\/otrs\/bin\/Cron.sh start\"\n<\/code><\/pre>\nBu komutlar, OTRS cron i\u015flerini ba\u015flat\u0131r ve sistem ba\u015flang\u0131c\u0131nda otomatik olarak ba\u015flamalar\u0131n\u0131 sa\u011flar.<\/p>\n
E-posta Al\u0131m\u0131 (Postmaster Mail Hesab\u0131)<\/h4>\n
OTRS’in e-posta yoluyla bilet alabilmesi i\u00e7in bir postmaster hesab\u0131 yap\u0131land\u0131rman\u0131z gerekir. Bu hesap, gelen e-postalar\u0131 kontrol edecek ve biletlere d\u00f6n\u00fc\u015ft\u00fcrecektir.<\/p>\n
\n- OTRS Y\u00f6netici (Admin) aray\u00fcz\u00fcne giri\u015f yap\u0131n.<\/li>\n
- “Admin” (Y\u00f6netici) men\u00fcs\u00fcne gidin.<\/li>\n
- “Postmaster Mail Accounts” (Postmaster E-posta Hesaplar\u0131) se\u00e7ene\u011fine t\u0131klay\u0131n.<\/li>\n
- “Add mail account” (E-posta hesab\u0131 ekle) butonuna t\u0131klay\u0131n.<\/li>\n
- E-posta sunucunuzun (POP3 veya IMAP) bilgilerini girin (Sunucu, Kullan\u0131c\u0131 Ad\u0131, \u015eifre, Protokol, SSL\/TLS ayarlar\u0131).<\/li>\n
- Gelen e-postalar\u0131n hangi OTRS kuyru\u011funa (Queue) y\u00f6nlendirilece\u011fini belirleyin.<\/li>\n
- “Save” (Kaydet) butonuna t\u0131klay\u0131n.<\/li>\n<\/ol>\n
OTRS, cron i\u015fleri arac\u0131l\u0131\u011f\u0131yla d\u00fczenli olarak bu hesab\u0131 kontrol edip yeni e-postalar\u0131 biletlere d\u00f6n\u00fc\u015ft\u00fcrecektir.<\/p>\n
E-posta G\u00f6nderimi (SMTP Ayarlar\u0131)<\/h4>\n
OTRS’in bildirim e-postalar\u0131 g\u00f6nderebilmesi i\u00e7in bir SMTP sunucusu yap\u0131land\u0131rman\u0131z gerekir.<\/p>\n
\n- OTRS Y\u00f6netici (Admin) aray\u00fcz\u00fcne giri\u015f yap\u0131n.<\/li>\n
- “Admin” (Y\u00f6netici) men\u00fcs\u00fcne gidin.<\/li>\n
- “System Configuration” (Sistem Yap\u0131land\u0131rmas\u0131) se\u00e7ene\u011fine t\u0131klay\u0131n.<\/li>\n
- Arama kutusuna “Sendmail” yaz\u0131n ve
Sendmail<\/code> ayarlar\u0131n\u0131 bulun.<\/li>\nSendmailModule<\/code> ayar\u0131n\u0131 “SMTP” olarak de\u011fi\u015ftirin.<\/li>\nSendmailHost<\/code>, SendmailPort<\/code>, SendmailUser<\/code> ve SendmailPassword<\/code> gibi SMTP sunucunuzun bilgilerini girin.<\/li>\n- SSL\/TLS kullan\u0131yorsan\u0131z,
SendmailModule::Auth::TLS<\/code> veya SendmailModule::Auth::SSL<\/code> ayarlar\u0131n\u0131 etkinle\u015ftirin.<\/li>\n- Ayarlar\u0131 kaydedin.<\/li>\n<\/ol>\n
Sistem Performans\u0131 \u0130\u00e7in Optimizasyonlar<\/h4>\n
B\u00fcy\u00fck \u00f6l\u00e7ekli kurulumlar i\u00e7in performans optimizasyonlar\u0131 \u00f6nemlidir:<\/p>\n
\n- Memcached veya Redis:<\/strong> OTRS’in \u00f6nbellekleme mekanizmas\u0131n\u0131 h\u0131zland\u0131rmak i\u00e7in Memcached veya Redis gibi harici \u00f6nbellekleme sistemleri entegre edilebilir. Bunun i\u00e7in ilgili Perl mod\u00fcllerini kurman\u0131z ve OTRS System Configuration’da gerekli ayarlar\u0131 yapman\u0131z gerekir.<\/li>\n
- Apache MPM:<\/strong> Apache’nin performans\u0131n\u0131 art\u0131rmak i\u00e7in
mpm_prefork<\/code> yerine mpm_event<\/code> veya mpm_worker<\/code> mod\u00fcllerini kullanmay\u0131 d\u00fc\u015f\u00fcnebilirsiniz. Ancak bu, Perl CGI ile baz\u0131 uyumluluk sorunlar\u0131na neden olabilir ve ek yap\u0131land\u0131rma gerektirebilir.<\/li>\n- Veritaban\u0131 Optimizasyonu:<\/strong> MariaDB yap\u0131land\u0131rma dosyas\u0131nda (
\/etc\/mysql\/my.cnf<\/code> veya \/etc\/mysql\/mariadb.conf.d\/50-server.cnf<\/code>) innodb_buffer_pool_size<\/code> gibi parametreleri sunucunuzun RAM’ine g\u00f6re ayarlamak performans\u0131 art\u0131rabilir.<\/li>\n<\/ul>\nOTRS G\u00fcncellemeleri ve Bak\u0131m\u0131<\/h4>\n
OTRS sisteminizin g\u00fcvenli\u011fini ve kararl\u0131l\u0131\u011f\u0131n\u0131 sa\u011flamak i\u00e7in d\u00fczenli olarak g\u00fcncellemeleri kontrol edin ve uygulay\u0131n. OTRS 6.x s\u00fcr\u00fcm\u00fc i\u00e7in g\u00fcncellemeler genellikle yeni tarball indirip mevcut kurulumun \u00fczerine kurma ve veritaban\u0131 y\u00fckseltme betiklerini \u00e7al\u0131\u015ft\u0131rma \u015feklinde yap\u0131l\u0131r. Herhangi bir b\u00fcy\u00fck g\u00fcncelleme yapmadan \u00f6nce veritaban\u0131n\u0131z\u0131n ve OTRS dizininin yede\u011fini almay\u0131 unutmay\u0131n.<\/p>\n
OTRS Kullan\u0131m\u0131 ve Temel \u00d6zellikleri<\/h3>\n
OTRS, zengin \u00f6zellik setine sahip bir platformdur. Kurulumdan sonra ke\u015ffedebilece\u011finiz baz\u0131 temel \u00f6zellikler \u015funlard\u0131r:<\/p>\n
\n- Kuyruklar (Queues):<\/strong> Gelen biletleri kategorize etmek ve ilgili ekiplere y\u00f6nlendirmek i\u00e7in kullan\u0131l\u0131r. \u00d6rne\u011fin, “Teknik Destek”, “Sat\u0131\u015f”, “\u0130nsan Kaynaklar\u0131” gibi kuyruklar olu\u015fturabilirsiniz.<\/li>\n
- Biletler (Tickets):<\/strong> Her bir m\u00fc\u015fteri talebi veya sorunu bir bilet olarak temsil edilir. Biletler, t\u00fcm ileti\u015fimi, notlar\u0131, ekleri ve \u00e7\u00f6z\u00fcm ad\u0131mlar\u0131n\u0131 i\u00e7erir.<\/li>\n
- M\u00fc\u015fteriler (Customers):<\/strong> Destek talep eden bireyler veya \u015firketlerdir. M\u00fc\u015fteri bilgileri merkezi olarak saklan\u0131r.<\/li>\n
- Ajanlar (Agents):<\/strong> Destek sa\u011flayan personeldir. Ajanlar, belirli kuyruklara atanabilir ve biletleri y\u00f6netebilir.<\/li>\n
- SLA (Service Level Agreements):<\/strong> M\u00fc\u015fterilere verilen hizmet seviyesi taahh\u00fctlerini (\u00f6rn. yan\u0131t s\u00fcresi, \u00e7\u00f6z\u00fcm s\u00fcresi) tan\u0131mlar ve takibini sa\u011flar.<\/li>\n
- Bilgi Bankas\u0131 (Knowledge Base):<\/strong> S\u0131k\u00e7a sorulan sorulara (FAQ) ve sorunlara \u00e7\u00f6z\u00fcmlerin bulundu\u011fu bir depodur. M\u00fc\u015fterilerin kendi kendine hizmet almas\u0131n\u0131 sa\u011flar.<\/li>\n
- Raporlama:<\/strong> Sistem performans\u0131, ajan verimlili\u011fi, bilet trendleri hakk\u0131nda detayl\u0131 raporlar sunar.<\/li>\n<\/ul>\n
Sorun Giderme ve S\u0131k\u00e7a Sorulan Sorular<\/h3>\n
Kurulum s\u0131ras\u0131nda veya sonras\u0131nda kar\u015f\u0131la\u015fabilece\u011finiz baz\u0131 yayg\u0131n sorunlar ve \u00e7\u00f6z\u00fcmleri:<\/p>\n
\n- “Internal Server Error” (500 Hatas\u0131):<\/strong> Genellikle Apache veya Perl yap\u0131land\u0131rma sorunlar\u0131ndan kaynaklan\u0131r. Apache hata g\u00fcnl\u00fcklerini (
\/var\/log\/apache2\/error.log<\/code>) kontrol edin. Perl mod\u00fcllerinin eksik olup olmad\u0131\u011f\u0131n\u0131 kontrol etmek i\u00e7in \/opt\/otrs\/bin\/otrs.CheckModules.pl<\/code> beti\u011fini \u00e7al\u0131\u015ft\u0131r\u0131n.<\/li>\n- Veritaban\u0131 Ba\u011flant\u0131 Hatas\u0131:<\/strong> MariaDB servisinin \u00e7al\u0131\u015f\u0131p \u00e7al\u0131\u015fmad\u0131\u011f\u0131n\u0131 kontrol edin (
sudo systemctl status mariadb<\/code>). OTRS veritaban\u0131 kullan\u0131c\u0131 ad\u0131 ve \u015fifresinin do\u011fru oldu\u011fundan emin olun.<\/li>\n- E-posta Al\u0131m\u0131\/G\u00f6nderimi \u00c7al\u0131\u015fm\u0131yor:<\/strong> Postmaster ve SMTP ayarlar\u0131n\u0131 dikkatlice kontrol edin. E-posta sunucunuzun g\u00fcvenlik duvar\u0131n\u0131n OTRS sunucusundan gelen ba\u011flant\u0131lara izin verdi\u011finden emin olun. OTRS sistem g\u00fcnl\u00fcklerini (
\/opt\/otrs\/var\/log\/otrs.log<\/code>) kontrol edin.<\/li>\n- \u0130zin Sorunlar\u0131:<\/strong> OTRS dizinindeki dosya izinlerinin do\u011fru ayarland\u0131\u011f\u0131ndan emin olun. Gerekirse
sudo \/opt\/otrs\/bin\/otrs.SetPermissions.pl<\/code> komutunu tekrar \u00e7al\u0131\u015ft\u0131r\u0131n.<\/li>\n- Yava\u015f Performans:<\/strong> Sunucunuzun kaynaklar\u0131n\u0131 (CPU, RAM, Disk I\/O) kontrol edin. MariaDB ve Apache optimizasyonlar\u0131n\u0131 g\u00f6zden ge\u00e7irin. OTRS loglar\u0131nda performansla ilgili uyar\u0131lar\u0131 aray\u0131n.<\/li>\n<\/ul>\n
OTRS’in geni\u015f bir toplulu\u011fu ve kapsaml\u0131 dok\u00fcmantasyonu bulunmaktad\u0131r. Resmi OTRS forumlar\u0131 ve dok\u00fcmantasyon sayfalar\u0131, kar\u015f\u0131la\u015ft\u0131\u011f\u0131n\u0131z sorunlar i\u00e7in de\u011ferli bir kaynak olabilir.<\/p>\n
Sonu\u00e7<\/h3>\n
Bu kapsaml\u0131 rehberde, OTRS yard\u0131m masas\u0131 sistemini Ubuntu 18.04 LTS \u00fczerinde ad\u0131m ad\u0131m nas\u0131l kuraca\u011f\u0131n\u0131z\u0131 ve temel yap\u0131land\u0131rmalar\u0131n\u0131 nas\u0131l yapaca\u011f\u0131n\u0131z\u0131 \u00f6\u011frendiniz. Apache web sunucusu, MariaDB veritaban\u0131 ve gerekli Perl mod\u00fcllerinin kurulumundan, OTRS paketinin indirilmesi, web tabanl\u0131 kurulum sihirbaz\u0131n\u0131n kullan\u0131lmas\u0131 ve son yap\u0131land\u0131rmalara kadar t\u00fcm s\u00fcre\u00e7leri detayl\u0131ca ele ald\u0131k. OTRS, a\u00e7\u0131k kaynak kodlu yap\u0131s\u0131, esnekli\u011fi ve zengin \u00f6zellik setleriyle, \u015firketlerin m\u00fc\u015fteri destek s\u00fcre\u00e7lerini ve i\u00e7 operasyonlar\u0131n\u0131 optimize etmeleri i\u00e7in g\u00fc\u00e7l\u00fc bir ara\u00e7t\u0131r.<\/p>\n
Kurulumun ard\u0131ndan, OTRS’in sundu\u011fu kuyruk y\u00f6netimi, bilet takibi, SLA tan\u0131mlamalar\u0131 ve bilgi bankas\u0131 gibi \u00f6zelliklerle i\u015f ak\u0131\u015flar\u0131n\u0131z\u0131 kolayca y\u00f6netmeye ba\u015flayabilirsiniz. Sisteminizin ihtiya\u00e7lar\u0131na g\u00f6re daha fazla \u00f6zelle\u015ftirme ve entegrasyonlar yaparak OTRS’i kendi kurumunuza tam olarak adapte edebilirsiniz. Unutmay\u0131n, herhangi bir sistemde oldu\u011fu gibi, OTRS’in de d\u00fczenli bak\u0131m, g\u00fcncelleme ve izleme gerektirdi\u011fini g\u00f6z \u00f6n\u00fcnde bulundurarak sisteminizin her zaman g\u00fcncel ve g\u00fcvenli kalmas\u0131n\u0131 sa\u011flay\u0131n.<\/p>\n
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