i have been using a php-based program called eticket to keep track of all my customer’s helpdesk requests for my consulting business for awhile now. it’s really easy to setup and use, so i thought i’ll post my setup steps to help anyone else out.

first download the latest version of eticket from the sourceforge website, then move the file to your server via ftp, ssh, etc… and unzip the archive to an appropriate directory.

create a mysql database and assign a user for the database.

mysql -u root -p

create database eticket;

grant select, insert, update, delete, create, drop, index, alter, create temporary tables, lock tables on eticket.* to ‘eticket’@'localhost’ identified by ‘eticketpassword’; (all on one line)

quit;

make sure you are in the eticket directory and set the permission of settings.php and automail-settings.pl to 666

sudo chmod 666 settings.php automail-settings.pl

go to the eticket installation directory in your web browser, it should look like http://yourserver/eticket/install and follow the instructions to begin installation. once completed, you’ll need to change the permissions of settings.php to 644 and automail.pl to 755

sudo chmod 644 settings.php && sudo chmod 755 automail.pl

now remove or rename the install directory and you’re ready to go. login to the admin panel and configure your new support/trouble ticket system. for more info, please visit the eticket website

note: to allow attachments, you will need to chmod the attachments directory to 666

sudo chmod 666 -R attachments