I had previously asked a question about how to make helpdesk.company.com
open the customer interface and hdagent.company.com open the agent
interface. As it turns out, I was doing it right all along but I was
having a cache issue so my browser was not showing me the changes.
Here are the steps, for anyone who is interested, to have separate URLs
for customers and agents. I am using OTRS on SuSE Linux using Apache.
These instructions may not apply to Windows/IIS users.
1. Create a DNS record or subdomain for each of the URLs you want to
use. I created helpdesk.company.com and hdagent.company.com.
2. Navigate to /opt/otrs/var/httpd/htdocs and create a subdirectory
named agent
3. Copy the index.html file into the newly created directory.
4. Edit the index.html file in the /opt/otrs/var/httpd/htdocs directory.
Replace the line <meta http-equiv="refresh" content="0;
URL=/otrs/index.pl"> with <meta http-equiv="refresh" content="0;
URL=/otrs/customer.pl">. Leave the file in the agent directory as it
is.
5. Set up a virtual host file in Apache for each of the URLs. (You may
need to enable virtual hosts in Apache.) The host files on OpenSuSE
10.1 can be found in /etc/apache2/vhosts.d and should look like this:
#[helpdesk.conf]
<VirtualHost *:80>
ServerAdmin [EMAIL PROTECTED]
ServerName helpdesk.company.com
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
DocumentRoot /opt/otrs/var/httpd/htdocs/
<Directory /opt/otrs/var/httpd/htdocs/>
Options FollowSymLinks
AllowOverride None
</Directory>
</VirtualHost>
#[hdagent.conf]
<VirtualHost *:80>
ServerAdmin [EMAIL PROTECTED]
ServerName hdagent.company.com
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/agent/"
DocumentRoot /opt/otrs/var/httpd/htdocs/agent/
<Directory /opt/otrs/var/httpd/htdocs/agent>
Options FollowSymLinks
AllowOverride None
</Directory>
</VirtualHost>
6. Restart apache for the changes to take effect.
Once the DNS records update, you should be good to go. You can tell
your agents to login via hdagent.company.com and customers to visit
helpdesk.company.com.
======================
Joe Fusco
Network Manager
Ocean Dental Corporate Headquarters
Stillwater, OK
Email: [EMAIL PROTECTED]
Customer Service: The state of voluntary subjection to a customer, the
condition of being bound to service.
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