On 12/19/2011 09:12 AM, Robinson Mitchell wrote:
Everything is in the cloud but I also do database dumps to local storage
periodically. If you have the database you can rebuild the OTRS instance very
quickly from source (no compiling - just load up a LAMP stack, Perl and support
binaries, extract the app, apply file system permissions then enter the
database credentials and you're pretty much set. This allows creation of a
local VM for testing and experimentation.
On Mon, Dec 19, 2011 at 8:07 AM, Steve Clark <scl...@netwolves.com
<mailto:scl...@netwolves.com>> wrote:
On 12/19/2011 08:59 AM, Robinson Mitchell wrote:
Hi Steve:
We're a small boutique IT shop serving small businesses, so we usually have
fewer than 25 tickets per day, and only have three techs, so the transactional
load on the server is very low. The nice thing about using EC2 is that if we
need to move up to a small instance, I can simply stop the server, make a
snapshot, the launch the snapshot as a new instance and choose to make it a
small or large instead of a micro. Instant scalability if it's needed.
Do you keep local backup copies or is everything in the cloud?
On Mon, Dec 19, 2011 at 5:51 AM, Steve Clark <scl...@netwolves.com
<mailto:scl...@netwolves.com>> wrote:
On 12/18/2011 08:52 PM, Robinson Mitchell wrote:
Greetings:
This isn't a how-to technical question. I'm just interested in how
others are using OTRS.
We are a small IT company and until recently we were running OTRS 2.47
with ITSM on an Amazon EC2 Small instance. We replaced a commercial helpdesk
system which used the JBOSS stack on a Windows box about a year and a half ago
with OTRS 2.47. The old helpdesk was ugly, buggy and barely ran. OTRS did
everything we wanted and reduced our costs because a Linux instance was less
expensive. We were very happy and have never thought about turning back.
Recently Amazon had a hiccup with their EBS storage and I took
advantage of that hiccup to go ahead and upgrade OTRS. Provisioned an Ubuntu
VM on an internal server, installed OTRS 2.47 with ITSM and uploaded our
database to it, then upgraded to OTRS 3.0.11 using source.
I provisioned one of the new low-cost EC2 Micro instances using a
Canonical Ubuntu 10.04LTS image, then installed 3.0.11 from source, then
uploaded the upgraded database from our internal server and pointed the OTRS
installation to the new database.. The Micro instance gives us a dedicated
OTRS server in the Amazon cloud, and the cost with EBS storage and an Elastic
IP address is less than $18 per month running 24/7. The micro instance
performs well - no latency or lagginess issues at all in our experience ( the
old Windows helpdesk would not even be able to run on a Micro instance).
One thing that has gotten easier is the mail configuration - We use
Google Apps as our email engine, and 3.0.11 was a snap to set up using Google
Apps. Once I got database backups scripted then scheduled weekly system
snapshots we were set.
The new interface is very slick and also seems to display better in
mobile devices - I can use my Android phone to work tickets on the native OTRS
interface, but I am hoping to see a customized interface for Android like the
one that's already working on iPhone.
That's a snapshot of our experience - I'm interested to see if anyone
else is hosting OTRS in the Amazon cloud and to hear of what other platforms
people are using. If anyone needs help getting OTRS running in the Amazon
cloud we'll be glad to answer questions as well.
I've worked with dozens of ticketing systems in over 20 years of IT
work, and nothing else even comes close to OTRS in terms of bang for buck.
Kudos to the dev team and the community!
Rob
Hi Rob,
Very interesting. How many tickets do you have a day?
Thanks,
Yes it is pretty simple to setup. We are currently running in house with a
daily backup to another machine which automatically loads
the backup. This way we have at the least a backup that is only a day old. I
want to move to postgresql 9.1.x from postgresql 8.4.4
so we can do streaming replication.
I am very intrigued with doing in the cloud to mitigate DR issues, since we are
in Florida and could possibly be hit by a hurricane.
--
Stephen Clark
*NetWolves*
Sr. Software Engineer III
Phone: 813-579-3200
Fax: 813-882-0209
Email: steve.cl...@netwolves.com
http://www.netwolves.com
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