Multi-tenant installation of OTRS

[trenco]

Hello,

There are some indication that OTRS supports multi-tenancy but I can;t find any guide or instructions on how to set this up.
What we'd like to be able to do is to provide pre-configured OTRS environments to service providers who will then manage their instance including their customers, agents etc. We would also like to be able to limit certain features (such as imposing a cap on # of agents, # of clients, etc.)

Is this doable without code modifications and without running individual instances of code/db?

Thanks
Peter

[CSL]

I have experience setting up multiple front-ends for OTRS, but not on the same machine. The principal is roughly the same, though it sounds like you want separate databases for each instance as well. I don't think it's possible to have a single OTRS instance act in the way you describe.

The primary way to do this I think will either be multiple instances of Apache, or multiple virtual hosts on the same Apache instance. You will only need one (potentially large and resource hungry, depending on the number of DB's) instance of MySQL.

Create a separate database in MySQL for each instance, and a separate directory in /opt/ for the application folder, eg /opt/otrs1 and /opt/otrs2 with DB's otrs1 and otrs2. Then create an instance / virtual host in Apache that has these directories set (by copying and editing the otrs.conf file for each instance in the Apache config dir, like /etc/httpd/conf.d/ or similar, eg otrs1.conf and otrs2.conf).

There is also a sysconfig setting for the otrs folder root (otrs home I think) that you will need to set for each instance. The database details in /opt/otrs/Kernel/Config.pm will need to be set appropriately for each instance as well.

There may be more steps needed, or things I have missed, but this should hopefully get you started.