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OTRS Installation and Update Guide
This work is copyrighted by OTRS AG (https://otrs.com), Zimmersmühlenweg 11, 61440 Oberursel, Germany.
Contents
Installation
**OTRS** is installed by the *Customer Solutions Team*. Please contact us via support@otrs.com or in the `OTRS Portal`_.
Introduction
This manual is intended for use by system administrators. The chapters describe the installation and updating of the OTRS software.
There is no graphical user interface for installation and updating. System administrators have to follow the steps described in the following chapters.
All console commands look like ``username> command-to-execute``. Username indicates the user account of the operating system, which need to use to execute the command. If a command starts with ``root>``, you have to execute the command as a user who has root permissions. If a command starts with ``otrs>``, you have to execute the command as the user created for OTRS.
Don't select ``username>`` when you copy the command and paste it to the shell. Otherwise you will get an error.
We supposed that OTRS will be installed to ``/opt/otrs``. If you want to install OTRS to a different directory, then you have to change the path in the commands or create a symbolic link to this directory.
Performance Tuning
There is a list of performance enhancing techniques for your OTRS installation, including configuration, coding, memory use, and more.
Ticket Index Module
Ticket index module can be set in system configuration setting ``Ticket::IndexModule``. There are two back end modules for the index for the ticket queue view:
``Kernel::System::Ticket::IndexAccelerator::RuntimeDB``
This is the default option, and will generate each queue view on the fly from the ticket table. You will not have performance trouble until you have about 60,000 open tickets in your system.
``Kernel::System::Ticket::IndexAccelerator::StaticDB``
The most powerful module, should be used when you have above 80,000 open tickets. It uses an extra ``ticket_index`` table, which will be populated with keywords based on ticket data. Use the following command for generating an initial index after switching back ends:
Ticket Search Index
OTRS uses a special search index to perform full-text searches across fields in articles from different communication channels.
To create an initial index, use this command:
Actual article indexing happens via an OTRS daemon job in the background. While articles which were just added in the system are marked for indexing immediately, it could happen their index is available within a few minutes.
There are some options available for fine tuning the search index:
``Ticket::SearchIndex::Attribute``
Basic full-text index settings.
``Ticket::SearchIndex::Attribute`` Setting
Run the following command in order to generate a new index:
``WordCountMax``
Defines the maximum number of words which will be processed to build up the index. For example only the first 1000 words of an article body are stored in the article search index.
``WordLengthMin`` and ``WordLengthMax``

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