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.. index::
single: Systems; Issue
=====
Issue
=====
Purpose
=======
The purpose of the issue server is to serve the issue tracking system,
implemented with _`OTRS <https://www.otrs.com/>` used by :wiki:`Triage` and
:wiki:`Support` for handling requests going to the support@cacert.org mail
address. Usage for other teams e.g. Arbitration (currently used occasionally),
Organisation Assurance is planned in future.
Application Links
-----------------
OTRS URL
https://issue.cacert.org/
Administration
==============
System Administration
---------------------
* Primary: :ref:`people_mario`
* Secondary: :ref:`people_neo`
Application Administration
--------------------------
+-------------+----------------------+
| Application | Administrator(s) |
+=============+======================+
| OTRS | :ref:`people_mario`, |
| | :ref:`people_nick`, |
| | :ref:`people_ian`, |
| | :ref:`people_neo` |
+-------------+----------------------+
Contact
-------
* issue-admin@cacert.org
Additional People
-----------------
:ref:`people_jandd` and :ref:`people_dirk` have :program:`sudo` access on that
machine too.
Basics
======
Physical Location
-----------------
This system is located in an :term:`LXC` container on physical machine
:doc:`infra02`.
Logical Location
----------------
:IP Internet: :ip:v4:`213.154.225.244`
:IP Intranet: :ip:v4:`172.16.2.28`
:IP Internal: :ip:v4:`10.0.0.28`
:MAC address: :mac:`00:ff:8c:94:e1:c8` (eth0)
.. seealso::
See :doc:`../network`
DNS
---
.. index::
single: DNS records; Issue
======================= ======== ============================================
Name Type Content
======================= ======== ============================================
issue.cacert.org. IN A 213.154.225.244
issue.intra.cacert.org. IN A 172.16.2.28
issue.cacert.org. IN SSHFP 2 1 FD9A5C79C4A9057B87AE8E639FD223B386AF4BDB
issue.cacert.org. IN SSHFP 1 1 3F55E52B51D142EF9D15EEAA9CA25B3AA30C7C6E
======================= ======== ============================================
.. seealso::
See :wiki:`SystemAdministration/Procedures/DNSChanges`
Operating System
----------------
.. index::
single: Debian GNU/Linux; Wheezy
single: Debian GNU/Linux; 7.11
* Debian GNU/Linux 7.11
.. todo:: upgrade to Debian Jessie
Applicable Documentation
------------------------
This is it :-)
Services
========
Listening services
------------------
+----------+---------+----------+--------------------------------------------------+
| Port | Service | Origin | Purpose |
+==========+=========+==========+==================================================+
| 22/tcp | ssh | ANY | admin console access |
+----------+---------+----------+--------------------------------------------------+
| 25/tcp | smtp | localnet | local mail pickup in order to send out |
| | | | notifications via |
| | | | :doc:`emailout`, incoming mail from :doc:`email` |
+----------+---------+----------+--------------------------------------------------+
| 80/tcp | http | ANY | HTTP access to issue, redirects to HTTPS |
+----------+---------+----------+--------------------------------------------------+
| 443/tcp | https | ANY | HTTPS access to issue |
+----------+---------+----------+--------------------------------------------------+
| 5666/tcp | nrpe | monitor | remote monitoring service |
+----------+---------+----------+--------------------------------------------------+
| 3306/tcp | mysql | local | MySQL database for OTRS |
+----------+---------+----------+--------------------------------------------------+
Running services
----------------
.. index::
single: Apache
single: MySQL
single: Postfix
single: cron
single: nrpe
single: openssh
single: rsyslog
+--------------------+-----------------------------------+----------------------------------------+
| Service | Usage | Start mechanism |
+====================+===================================+========================================+
| openssh server | ssh daemon for | init script :file:`/etc/init.d/ssh` |
| | remote | |
| | administration | |
+--------------------+-----------------------------------+----------------------------------------+
| Apache httpd | Webserver for OTRS | init script |
| | | :file:`/etc/init.d/apache2` |
+--------------------+-----------------------------------+----------------------------------------+
| cron | job scheduler | init script :file:`/etc/init.d/cron` |
+--------------------+-----------------------------------+----------------------------------------+
| rsyslog | syslog daemon | init script |
| | | :file:`/etc/init.d/syslog` |
+--------------------+-----------------------------------+----------------------------------------+
| MySQL | MySQL database | init script |
| | server for OTRS | :file:`/etc/init.d/mysql` |
+--------------------+-----------------------------------+----------------------------------------+
| Postfix | SMTP server for | init script |
| | local mail | :file:`/etc/init.d/postfix` |
| | submission and for receiving mail | |
| | directed to OTRS addresses | |
+--------------------+-----------------------------------+----------------------------------------+
| Nagios NRPE server | remote monitoring | init script |
| | service queried by | :file:`/etc/init.d/nagios-nrpe-server` |
| | :doc:`monitor` | |
+--------------------+-----------------------------------+----------------------------------------+
Databases
---------
+-------+------+-------------------+
| RDBMS | Name | Used for |
+=======+======+===================+
| MySQL | otrs | database for OTRS |
+-------+------+-------------------+
Connected Systems
-----------------
* :doc:`monitor`
* :doc:`email`
Outbound network connections
----------------------------
* DNS (53) resolving nameservers 172.16.2.2 and 172.16.2.3
* :doc:`emailout` as SMTP relay
* :doc:`email` as SMTP submission relay (587, tcp) for specific addresses (see
:ref:`postfix_configuration` below)
* :doc:`proxyout` as HTTP proxy for APT
* crl.cacert.org (rsync) for getting CRLs
Security
========
.. add the MD5 fingerprints of the SSH host keys
.. sshkeys::
:RSA: 61:32:04:12:e3:4f:0b:b7:14:2d:d1:8f:82:b2:c7:47
:DSA: a8:57:20:2f:09:a2:f3:d6:24:7a:29:35:2f:28:5e:4e
:ECDSA: f1:a9:da:27:1a:ef:a8:67:51:d1:b4:e2:b7:83:c8:82
.. todo:: setup ED25519 host key
Non-distribution packages and modifications
-------------------------------------------
:program:`OTRS` is installed from Debian packages but has been patched. The
OTRS packages must not be updated from Debian packages without reapplying the
patch.
:file:`/usr/share/otrs/Kernel/Output/HTML/Layout.pm`
.. literalinclude:: ../patches/otrs/Layout.pm.patch
:language: diff
Risk assessments on critical packages
-------------------------------------
Patching OTRS implies the danger of delayed security updates. The package is
set on hold via :command:`echo otrs hold | dpkg --set-selections` and must be
updated explicitly. OTRS 3.1 is not supported by upstream anymore.
The used Apache httpd has a good reputation. OTRS is integrated into Apache
httpd via mod_perl2.
Critical Configuration items
============================
Keys and X.509 certificates
---------------------------
The following certificate and its corresponding private key is used by Apache
httpd and Postfix:
.. sslcert:: issue.cacert.org
:altnames: DNS:issue.cacert.org
:certfile: /etc/ssl/certs/issue.cacert.org.pem
:keyfile: /etc/ssl/private/issue.cacert.org.key
:serial: 1381E9
:expiration: Mar 16 09:54:12 2020 GMT
:sha1fp: 90:67:C0:57:17:BD:98:66:B1:E2:62:A6:11:59:E4:C3:3E:E3:C0:E4
:issuer: CA Cert Signing Authority
.. seealso::
* :wiki:`SystemAdministration/CertificateList`
Apache httpd configuration
--------------------------
* :file:`/etc/apache2/sites-available/default`
HTTP virtualhost configuration that redirects to HTTPS
* :file:`/etc/apache2/sites-available/default-ssl`
HTTPS virtualhost configuration, /cgi-bin/ is aliased to /usr/lib/cgi-bin/
which contains a symbolic link to the OTRS CGIs
OTRS configuration
------------------
* :file:`/etc/otrs/`
OTRS configuration
* :file:`/etc/otrs/database.pm`
OTRS's database configuration
.. _postfix_configuration:
Postfix configuration
---------------------
* :file:`/etc/postfix`
Postfix configuration
* :file:`/etc/postfix/sender_relay`
Defines a list of sender addresses that are relayed via :doc:`email`
* :file:`/etc/postfix/sender_rewrite`
Configures rewriting of all but a short list of addresses to
returns@cacert.org
Tasks
=====
Planned
-------
Ideas
-----
* The system should be upgraded to a newer Debian release.
* Deployment
* implement access for other teams
* OTRS
* change to CAcert corporate design (low priority)
* should be updated to a newer release that is supported by upstream
* Monitoring
* create a list of services to monitor
* Configuration management
* Implement :wiki:`SystemAdministration/Procedures/OperatingSystemPatches`,
see also
https://lists.cacert.org/wws/arc/cacert-sysadm/2009-08/msg00007.html
* X.509 Authentication
* Use centralised logging
Changes
=======
System Future
-------------
* No plans
Additional documentation
========================
Creating new OTRS user accounts
-------------------------------
* Go to Admin -> Users -> Add
* Fill out user details
* Use a securely random generated password (min. 12 chars, mixed of capital-
non-capital letters, numbers and special chars), send it to the user via
encrypted mail (also include URL of the issue tracking system, username and
some initial instructions or a link to documentation if available)
* Use CAcert email addresses only
* Set the preferences for the user. Good standards are:
* Show tickets: 25
* New ticket notification: Yes (or No for high volume queues having agents regulary looking at
* Follow up notification: Yes
* Ticket lock timeout notification: Yes
* Move notification: Yes (or No if the queues for the user get many new tickets)
* Spelling Dictionary: English
* Submit
* Do NOT set any groups for the user.
* Go to Admin -> Users -> Roles <-> Users
* Choose the newly created user
* Set the roles the user has
* Submit
* Now you are done :)
.. seealso::
* :wiki:`PostfixConfiguration`
References
----------
* http://doc.otrs.com/doc/manual/admin/3.2/en/html/index.html
|
