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Bug 180015 - Review Request: OTRS - Open Ticket Request System
Summary: Review Request: OTRS - Open Ticket Request System
Alias: None
Product: Fedora
Classification: Fedora
Component: Package Review
Version: rawhide
Hardware: All
OS: Linux
Target Milestone: ---
Assignee: Miloslav Trmač
QA Contact: Fedora Package Reviews List
Depends On: 185824 185848
TreeView+ depends on / blocked
Reported: 2006-02-04 18:22 UTC by Mike McGrath
Modified: 2007-11-30 22:11 UTC (History)
1 user (show)

Fixed In Version:
Doc Type: Bug Fix
Doc Text:
Clone Of:
Last Closed: 2006-04-02 20:35:22 UTC
Type: ---

Attachments (Terms of Use)

Description Mike McGrath 2006-02-04 18:22:54 UTC

OTRS is an Open source Ticket Request System (also well known as trouble ticket
system) with many features to manage customer telephone calls and e-mails. The
system is built to allow your support, sales, pre-sales, billing, internal IT,
helpdesk, etc. department to react quickly to inbound inquiries.

Comment 1 Jason Tibbitts 2006-02-17 04:59:13 UTC
From a quick scan, I think you might need to alter the way the otrs user is

Comment 2 Mike McGrath 2006-03-01 19:05:57 UTC
This page keeps changing, which worries me.  Also I think its silly to require a
fedora-specific package just to create user names.  This method seems to be the
most common method used and its one I've used before with other packages (Cacti,

Comment 3 Miloslav Trmač 2006-03-07 01:59:09 UTC
Formal blockers:
* The %files section does not specify %defattr
* Kernel/cpan-lib seems to be duplicates of separate perl packages, at least
  some currently in Fedora.

Other issues:
* scriptlets should properly guard against upgrades, see "Running scriptlets
  only in certain situations" in PackagingGuidelines
* I don't think just installing a package should change the MaxRequestsPerChild
  option in httpd; does otrs really leak that badly?
* Starting httpd: [Tue Mar 07 02:44:25 2006] [warn] Useless use of AllowOverride
in line 20.
  Can this be avoided?
* The package seems to install most files world-readable, owned by root;
  INSTALL.Redhat seems to suggest the permissions should be already configured
  by the RPM, probably similar to the script.
  This breaks at least the spell checker:
[Tue Mar 07 02:54:14 2006] [error] [Tue Mar  7 02:54:14 2006] -e: Error in
tempfile() using /var/www/otrs/var/tmp/XXXXXXXXXX.tmp: Parent directory
(/var/www/otrs/var/tmp/) is not writable\n[Tue Mar  7 02:54:14 2006] -e:  at
/var/www/otrs//Kernel/System/ line 91\n
* The Requires(postun) is not necessary AFAICS
* Requires: perl perl-DBI perl-DBD-MySQL  is autodetected
* I can't see any use of perl-URI from a quick grep
* Does the package really require the sendmail program, or just an
  /usr/sbin/sendmail implementation?

* It would be nice if the initscripts used the same way to report
  success/failure as the other Fedora initscripts (success()/failure()).

Comment 4 Mike McGrath 2006-03-09 02:40:07 UTC
- Major updates in permissions (see below)
- Removed perl perl-DBI perl-DBD-MySQL and perl-URI from requires
- Changed requires to /usr/sbin/sendmail
- Updated Pre to check for udpate conditions
- Removed Requires(postun)
- Removed MaxRequestsPerChild from http config
- Added RELEASE file to ~otrs.  It's required there.

* I tried to remove cpan-lib and I got some dependancy errors.  Since its only
available to otrs and not installed site-wide I think it'll be ok.
* rpmlint HATES the new permissions scheme but without it the package updater
doesn't work, instead of failing when an issue occures it actually checks before
doing anything.
* I couldn't reproduce the "Useless use of AllowOverride" error, what version of
apache/FC are you using?

Comment 5 Miloslav Trmač 2006-03-13 22:47:34 UTC
* cpan-lib is currently a big problem because the package
  Provides: perl(the_modules), so it could get pulled in by yum instead of the
  perl module packages; yum would actually prefer otrs to the perl-whatever
  packages because "otrs" is a shorter name.

  otrs should have all perl(*) provides filtered out, including the internal
  Kernel::* modules.

  Removing cpan-lib completely won't work because Date-Pcalc and SOAP-Lite
  are not currently packaged in Fedora, and HTML::Safe is not even on CPAN.
  But after removing the other parts of cpan-lib and installing the
  corresponding Fedora packages otrs seems to work correctly.

  I was afraid it would be more packages, I think blocking otrs until 2 Perl
  modules are packaged is acceptable.  I'll help packaging them if necessary.

* I don't think the rpmlint warnings are a problem.
* I have tried installing Calendar-1.4.3 in the package manager, it failed
  because /var/www/otrs/var/httpd/htdocs/images/Standard isn't writable
  by apache.
* I see the "Useless use of AllowOverride:" warning on rawhide. says that
  AllowOverride is valid only in <Directory>.  Because a later
  <Directory .../cgi-bin> contains "AllowOverride None", it should be safe to
  just drop it from the <Location /otrs> section.

Other stuff:
* %pre assumes the apache group exists, so there should be Requires(pre): httpd.

* Consider defining and using %{otrsdir} instead of repeating
  %{_localstatedir}/www/%{name} all over the spec file
* Consider using patches for the more modified files (redhat-rcorts*,
  apache2-httpd-new.include.conf), patches are more readable than a sequence of
  sed statements.
  The s|/opt/|...|g is OTOH probably better than a large patch.

Comment 6 Mike McGrath 2006-03-17 03:54:29 UTC
Good catch, I'll be working the perl issues soon.  Question about the perl
modules.  Is there some way to say "does not provide" in RPM?  Or is that
cheating :-D.  I've never packaged a perl module so I may need help with that. 
I'll let you know when they're ready (unless you'd like to assist :-D)

Comment 7 Paul Howarth 2006-03-17 10:05:14 UTC
(In reply to comment #6)
> Good catch, I'll be working the perl issues soon.  Question about the perl
> modules.  Is there some way to say "does not provide" in RPM?  Or is that
> cheating :-D.  I've never packaged a perl module so I may need help with that.

There was a discussion on filtering perl requires/provides on
fedora-perl-devel-list earlier this month:

A few suggestions were made but no decision as to which way was "best". Most
will work though.

Comment 8 Mike McGrath 2006-03-22 20:02:54 UTC

* Wed Mar 22 2006 Mike McGrath <imlinux> 2.0.4-3
- Removed bogus req's and perl provides
- Removed a number of perl packages that are provided by Fedora
- Now using %{otrsdir} macro
- Created an otrs.httpd.conf source
- Changed permissions for otrs/var/httpd

Comment 9 Miloslav Trmač 2006-03-23 01:13:55 UTC
Thanks, approved.

Comment 10 Mike McGrath 2006-04-02 20:35:22 UTC
Built and released.

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