Bug 607873

Summary:	Review Request: OTRS - Open Source Ticket Request System
Product:	[Fedora] Fedora	Reporter:	Jeroen van Meeuwen <vanmeeuwen+fedora>
Component:	Package Review	Assignee:	Nobody's working on this, feel free to take it <nobody>
Status:	CLOSED NOTABUG	QA Contact:	Fedora Extras Quality Assurance <extras-qa>
Severity:	medium	Docs Contact:
Priority:	medium
Version:	rawhide	CC:	fedora-package-review, i, jos, mb, michael.hagmann, msuchy, notting, pahan, redhat, vdanen
Target Milestone:	---
Target Release:	---
Hardware:	All
OS:	Linux
Whiteboard:
Fixed In Version:		Doc Type:	Bug Fix
Doc Text:		Story Points:	---
Clone Of:		Environment:
Last Closed:	2012-12-16 13:25:59 UTC	Type:	---
Regression:	---	Mount Type:	---
Documentation:	---	CRM:
Verified Versions:		Category:	---
oVirt Team:	---	RHEL 7.3 requirements from Atomic Host:
Cloudforms Team:	---	Target Upstream Version:
Embargoed:
Bug Depends On:	607875, 607876, 607877, 607878, 635847
Bug Blocks:

Description Jeroen van Meeuwen 2010-06-25 04:19:55 UTC

Spec URL: http://git.ergo-project.org/?p=kolab-fedora.git;a=blob_plain;f=el5/custom-el5-kolabsys.com/SPECS/otrs.spec
SRPM URL: http://koji.ergo-project.org/packages/otrs/2.4.7/1.el5/src/otrs-2.4.7-1.el5.src.rpm
Description: Revival of a previously retired package.

Original review request: #180015

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 Jos Vos 2010-07-26 20:34:36 UTC

Various things should probably be improved in this spec file.

All stuff is now installed in /var/www/otrs, which is against current Fedora guidelines AFAIK (should be /usr/share/otrs, right?).

The installed user "otrs" has /var/www/otrs as home dir, which should probably be changed to /usr/share/otrs too then.

The data tree contains various files that can be changed.  These should in some way end up in /etc (or maybe /var/lib/...?).  First guess is to do this with symlinks, but I didn't try yet (sometimes this doesn't work because an application looks for other files using the directory name of the real path).

As you might have guessed, I'm also working on improving the old package and I'm happy to share my suggestions in this bugzilla entry.  I have to add that I'm packaging OTRS 3.0 beta (now a CVS checkout, a real beta is released on August 2, 2010), but except that the interface is fully rewritten, packaging is very similar and can be used for 2.4.7 with very minor changes, AFAICS now.

Comment 2 Jeroen van Meeuwen 2010-08-29 10:54:34 UTC

I've worked on the spec file a little, and come to think of it it needs a complete overhaul...

1) The perl libraries should be in the OTRS* namespace, not the Kernel* namespace.
2) Since the perl libraries have APIs, they should probably live in %perl_vendorlib
3) A separate -doc subpackage is required for the many example scripts
4) The dummy perl requires and perl provides macros should go, and the Kernel/cpan-lib/* directory should be removed entirely.

I'm on a different computer right now so I can't upload the spec but I'll pick it up and throw it out somewhere soon. FWIW; this spec also works for OTRS 3.0.0 beta2, which, frankly, I don't like ;-)

Comment 3 Jos Vos 2010-08-29 11:02:45 UTC

Also don't forget the var stuff (now /var/www/otrs/var/tmp) that is cache stuff that should go to /var/cache/otrs or so.  Probably /var/www/otrs should be minimized and mostly contain symlinks to other parts.

Comment 4 Jeroen van Meeuwen 2010-08-29 14:11:25 UTC

Yes, I was aware of all that.

Comment 5 Jos Vos 2010-10-12 10:46:05 UTC

For anyone interested: I did a (yet unfinished) major rewrite of the spec file, so that files are stored in FHS-compliant places. More to come...

Comment 6 Jos Vos 2010-10-12 12:39:21 UTC

(In reply to comment #2)

> 1) The perl libraries should be in the OTRS* namespace, not the Kernel*
> namespace.
> 2) Since the perl libraries have APIs, they should probably live in
> %perl_vendorlib

Agreed, but for this we need OTRS to change it (I assume you don't want to apply these major changes yourself as a patch?).

> 3) A separate -doc subpackage is required for the many example scripts
> 4) The dummy perl requires and perl provides macros should go, and the
> Kernel/cpan-lib/* directory should be removed entirely.

Ideally, yes, but as long as we can "hide" the internal cpan-lib with a find-provides/requires trick, I can live with it.

Comment 7 Vincent Danen 2011-03-18 21:18:26 UTC

Has there been any progress with this?

If not, I highly recommend removing OTRS from EPEL5 (I'd even favour removing it until or if it gets updated to the latest version).

There are over two dozen security flaws in our currently-shipping OTRS.

Comment 8 Kevin Fenzi 2011-03-18 21:32:19 UTC

I've untagged it from EPEL5 at this time. If you want to move forward with this, please do make sure to address all the known security issues before pushing a new one.

Comment 9 Vincent Danen 2011-03-18 22:30:34 UTC

Thanks Kevin.  Very much appreciate the assistance.

Comment 10 Vincent Danen 2011-03-18 22:31:12 UTC

*** Bug 473833 has been marked as a duplicate of this bug. ***

Comment 11 Vincent Danen 2011-09-13 21:54:44 UTC

Now that OTRS is removed, can we close this bug or do we still need it open for something?

Comment 12 Miroslav Suchý 2012-12-16 13:25:59 UTC

Closing per few last comments.

Comment 13 Christopher Meng 2013-11-09 07:38:32 UTC

I intend to package it again for all Fedora branches in recent weeks.