[otrs] Installation Questions

[Hershel Robinson]

I am attempting to install OTRS on a Linux VPS (virtual private server).
I have SSH access to the server.

I downloaded otrs-2.0.4-01.i386.rpm and installed it and it worked.
Well, it claimed to have worked. Unfortunately the URL that it provided
me to continue the installation failed--it doesn't exist.

A few points to note about this situation: I myself have few Linux
skills--nothing more than the Unix basics I used back in college.
Furthermore, I know very little about this VPS, as in how precisely it
works etc.

The VPS support responded thusly when asked what OS the machine runs:

Linux host.mzshosting.com 2.6.8-022stab078.1-enterprise #1 SMP Thu May
11 13:51:08 MSD 2006 i686 athlon i386 GNU/Linux

The machine is hosted by powervps.com

After the install, the system said to continue here:
http://host.mzshosting.com/otrs/installer.pl

but mzshosting.com itself doesn't really go anywhere, let alone that URI.

So, can anyone tell me how to proceed from here?

Thanks,
Hershel

[Nils Breunese (Lemonbit Internet)]

Post by Hershel Robinson
I am attempting to install OTRS on a Linux VPS (virtual private
server). I have SSH access to the server.
I downloaded otrs-2.0.4-01.i386.rpm and installed it and it worked.
Well, it claimed to have worked. Unfortunately the URL that it
provided me to continue the installation failed--it doesn't exist.
A few points to note about this situation: I myself have few Linux
skills--nothing more than the Unix basics I used back in college.
Furthermore, I know very little about this VPS, as in how precisely
it works etc.
Linux host.mzshosting.com 2.6.8-022stab078.1-enterprise #1 SMP Thu
May 11 13:51:08 MSD 2006 i686 athlon i386 GNU/Linux

That's the answer to what kernel the machine runs, not what OS it is.
You might want to cat /etc/*-release. Also, which rpm did you pick?
If you don't even know what OS you're running you might have picked
the wrong one.

Post by Hershel Robinson
The machine is hosted by powervps.com

I see they host 4 kinds of control panels. Which one do you have?

Post by Hershel Robinson
http://host.mzshosting.com/otrs/installer.pl
but mzshosting.com itself doesn't really go anywhere, let alone that URI.
So, can anyone tell me how to proceed from here?

Use any domain hosted on the server and append /otrs/installer.pl for
the location of the installer.

Nils Breunese.

[Hershel Robinson]

Nils, thank you for responding.

Post by Nils Breunese (Lemonbit Internet)

Post by Hershel Robinson
Linux host.mzshosting.com 2.6.8-022stab078.1-enterprise #1 SMP Thu May
11 13:51:08 MSD 2006 i686 athlon i386 GNU/Linux

That's the answer to what kernel the machine runs, not what OS it is.

I thought it was something like that. :)

Post by Nils Breunese (Lemonbit Internet)
You might want to cat /etc/*-release.

#cat /etc/*-release
Fedora Core release 2 (Tettnang)
Fedora Core release 2 (Tettnang)

Post by Nils Breunese (Lemonbit Internet)
Also, which rpm did you pick? If
you don't even know what OS you're running you might have picked the
wrong one.

Post by Hershel Robinson
I downloaded otrs-2.0.4-01.i386.rpm and installed it and it worked.

Is that what you are asking?

Post by Nils Breunese (Lemonbit Internet)

Post by Hershel Robinson
The machine is hosted by powervps.com

I see they host 4 kinds of control panels. Which one do you have?

Virtuozzo Power Panel and of course the manager is "WHM 10.0.0 cPanel
10.0.0-R161 Fedora i686 - WHM X v3.1.0"

Post by Nils Breunese (Lemonbit Internet)
Use any domain hosted on the server and append /otrs/installer.pl for
the location of the installer.

Tried that now on two domains and both say:

The requested URL /otrs/installer.pl was not found on this server.

There is a /opt/otrs directory on the server now with all kinds of stuff
there, but that's all I can tell you at this point.

Any ideas?

Thank you very much for your assistance,
Hershel

[Nils Breunese (Lemonbit Internet)]

Post by Hershel Robinson
#cat /etc/*-release
Fedora Core release 2 (Tettnang)
Fedora Core release 2 (Tettnang)

Looks like Fedora Core 2 to me. :o)

Post by Hershel Robinson

Post by Nils Breunese (Lemonbit Internet)
Also, which rpm did you pick? If
you don't even know what OS you're running you might have picked
the wrong one.

Post by Hershel Robinson
I downloaded otrs-2.0.4-01.i386.rpm and installed it and it worked.

Is that what you are asking?

Not exactly. If you take a look at http://otrs.org/download/ you'll
see that there are seven download links that serve rpms. Which one
did you pick? I hope you picked the one for Fedora Core 1,2,3 (or
RH8, as it's the same rpm actually).

Post by Hershel Robinson

Post by Nils Breunese (Lemonbit Internet)
Use any domain hosted on the server and append /otrs/installer.pl
for the location of the installer.

The requested URL /otrs/installer.pl was not found on this server.
There is a /opt/otrs directory on the server now with all kinds of
stuff there, but that's all I can tell you at this point.

The rpm installation should have created /etc/httpd/conf.d/otrs.conf
which has a ScriptAlias directive that makes sure /otrs/ is linked
to /opt/otrs/bin/cgi-bin/. Maybe still you need to restart apache in
order to load the OTRS config for apache.

Nils Breunese.

[Hershel Robinson]

Post by Nils Breunese (Lemonbit Internet)

Post by Hershel Robinson
#cat /etc/*-release
Fedora Core release 2 (Tettnang)
Fedora Core release 2 (Tettnang)

Looks like Fedora Core 2 to me. :o)

It does? How did you know that? You Linux guys are so technical. :)

Post by Nils Breunese (Lemonbit Internet)
Not exactly. If you take a look at http://otrs.org/download/ you'll see
that there are seven download links that serve rpms. Which one did you
pick? I hope you picked the one for Fedora Core 1,2,3 (or RH8, as it's
the same rpm actually).

I used FTP to get the file straight onto the server and I *think* I used
RH8, but I am not 100% certain today.

Perhaps I should remove this RPM and reinstall now that I know which is
the correct one?

Post by Nils Breunese (Lemonbit Internet)
The rpm installation should have created /etc/httpd/conf.d/otrs.conf
which has a ScriptAlias directive that makes sure /otrs/ is linked to
/opt/otrs/bin/cgi-bin/. Maybe still you need to restart apache in order
to load the OTRS config for apache.

Yes, that file is there and has:
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"

I restarted apache now (although I also did this yesterday) and still
page not found. /opt/otrs/bin/cgi-bin/installer.pl certainly exists,
however. :)

I tried now mysite.com/otrs/ and got: You don't have permission to
access /otrs/ on this server. This is opposed to
mysite/otrs/installer.pl which shows: The requested URL
/otrs/installer.pl was not found on this server.

Perhaps therein lies the problem? Permissions? Doesn't seem to be however:

drwxrwxr-x 3 apache apache 1024 May 30 04:00 cgi-bin/

and

-rwxrwxr-x 1 apache apache 4365 Nov 12 2005 installer.pl*

Hershel

[Nils Breunese (Lemonbit Internet)]

Post by Hershel Robinson

Post by Nils Breunese (Lemonbit Internet)
Not exactly. If you take a look at http://otrs.org/download/
you'll see that there are seven download links that serve rpms.
Which one did you pick? I hope you picked the one for Fedora Core
1,2,3 (or RH8, as it's the same rpm actually).

I used FTP to get the file straight onto the server and I *think* I
used RH8, but I am not 100% certain today.
Perhaps I should remove this RPM and reinstall now that I know
which is the correct one?

Well, since that would probably be not too much work, maybe you
better make sure.

Nils Breunese.

[Hershel Robinson]

<two offline emails snipped>

[snip]
otrs-2.0.4-01.i386.rpm
./ ../ otrs/

This seems strange to me. I'd think that after doing rpm -e otrs
/opt/otrs would be gone. But I might be wrong.

Preparing...
########################################### [100%]
Check OTRS user (/etc/passwd)... otrs exists.
1:otrs
########################################### [100%]

Either otrs was not properly uninstalled or uninstalling it doesn't
remove the otrs system user. I don't know really. In the latter case
there's no problem.
I always use -Uvh by the way, as it will ensure you'll never have two
versions (or more) of the same package installed (of course I do use
-ivh for kernels and such).

You have more ideas?

Can you do the following and mail me the output?
# rm otrs-2.0.4-01.i386.rpm
# rpm -e otrs
# rm -rf /opt/otrs
# wget ftp://ftp.otrs.org/pub/otrs/RPMS/redhat/8.0/otrs-2.0.4-01.i386.rpm
# ls -l otrs*
# rpm -Uvh otrs-2.0.4-01.i386.rpm
# service httpd restart
# service otrs restart
Go to http://hostname/otrs/installer.pl

Here it is:

====================

***@host [/]# rm otrs-2.0.4-01.i386.rpm
rm: remove regular file `otrs-2.0.4-01.i386.rpm'? y
***@host [/]# rpm -e otrs
error: package otrs is not installed
***@host [/]# rm -rf /opt/otrs
***@host [/]# wget
ftp://ftp.otrs.org/pub/otrs/RPMS/redhat/8.0/otrs-2.0.4-01.i386.rpm
--06:42:42--
ftp://ftp.otrs.org/pub/otrs/RPMS/redhat/8.0/otrs-2.0.4-01.i386.rpm
=> `otrs-2.0.4-01.i386.rpm.1'
Resolving ftp.otrs.org... 217.160.177.88
Connecting to ftp.otrs.org[217.160.177.88]:21... connected.
Logging in as anonymous ... Logged in!
==> SYST ... done. ==> PWD ... done.
==> TYPE I ... done. ==> CWD /pub/otrs/RPMS/redhat/8.0 ... done.
==> PASV ... done. ==> RETR otrs-2.0.4-01.i386.rpm ... done.

[ <=> ] 11,844,037 733.55K/s

06:42:59 (702.80 KB/s) - `otrs-2.0.4-01.i386.rpm.1' saved [11,844,037]

***@host [/]# ls -l otrs*
-rw-r--r-- 1 root root 11844037 May 31 05:07 otrs-2.0.4-01.i386.rpm
-rw-r--r-- 1 root root 11844037 May 31 06:42 otrs-2.0.4-01.i386.rpm.1
***@host [/]# rpm -Uvh otrs-2.0.4-01.i386.rpm
Preparing... ###########################################
[100%]
Check OTRS user (/etc/passwd)... otrs exists.
1:otrs ###########################################
[100%]

Next steps:

[httpd services]
Restart httpd 'service httpd restart'

[mysqld service]
Start mysqld 'service mysqld start'

[install the OTRS database]
Use a webbrowser and open this link:
http://host.mzshosting.com/otrs/installer.pl

[OTRS services]
Start OTRS 'service otrs start' (service otrs {start|stop|status|restart).

Have fun!

Your OTRS Team

***@host [/]# service httpd restart
/etc/init.d/httpd restart: httpd restarted
***@host [/]# service otrs restart
Shutting down OTRS
Disable /opt/otrs/bin/PostMaster.pl ... done.
Shutting down cronjobs ...
no crontab for otrs
failed!
Starting OTRS..
Checking httpd ... failed!
--> Please start the webserver at first! (service httpd start) <--
***@host [/]#

================================

HTTP results in:

The requested URL /otrs/installer.pl was not found on this server.

I did this too just for fun:

***@host [/]# rpm -qa | grep otrs
otrs-2.0.4-01

Hershel

[Nils Breunese (Lemonbit Internet)]

Post by Hershel Robinson
rm: remove regular file `otrs-2.0.4-01.i386.rpm'? y
error: package otrs is not installed
otrs-2.0.4-01.i386.rpm
--06:42:42-- ftp://ftp.otrs.org/pub/otrs/RPMS/redhat/8.0/
otrs-2.0.4-01.i386.rpm
=> `otrs-2.0.4-01.i386.rpm.1'
Resolving ftp.otrs.org... 217.160.177.88
Connecting to ftp.otrs.org[217.160.177.88]:21... connected.
Logging in as anonymous ... Logged in!
==> SYST ... done. ==> PWD ... done.
==> TYPE I ... done. ==> CWD /pub/otrs/RPMS/redhat/8.0 ... done.
==> PASV ... done. ==> RETR otrs-2.0.4-01.i386.rpm ... done.
[ <=> ] 11,844,037 733.55K/s
06:42:59 (702.80 KB/s) - `otrs-2.0.4-01.i386.rpm.1' saved [11,844,037]
-rw-r--r-- 1 root root 11844037 May 31 05:07 otrs-2.0.4-01.i386.rpm
-rw-r--r-- 1 root root 11844037 May 31 06:42 otrs-2.0.4-01.i386.rpm.1

It seems that in one of your previous FTP sessions you created
otrs-2.0.4-01.i386.rpm.1 by downloading otrs-2.0.4-01.i386.rpm while
you already had a file by that name in the download directory. You
might then have installed the 'old' rpm again. Anyway, after my steps
you should be installing the correct version. You can delete the .rpm.
1 file anyhow.

Post by Hershel Robinson
Shutting down OTRS
Disable /opt/otrs/bin/PostMaster.pl ... done.
Shutting down cronjobs ...
no crontab for otrs
failed!
Starting OTRS..
Checking httpd ... failed!
--> Please start the webserver at first! (service httpd start) <--

This seems very strange. What does 'service httpd status' say? Maybe
you have some sort of strange custom httpd setup that OTRS doesn't
detect. What does 'rpm -q httpd' say?

Nils Breunese.

[Hershel Robinson]

This seems very strange. What does 'service httpd status' say? Maybe you
have some sort of strange custom httpd setup that OTRS doesn't detect.
What does 'rpm -q httpd' say?

Hey, brother, now we're getting somewhere. Please excuse the length of
this dump, but check this out:

============================

***@host [~]# service httpd status

Not Found

The requested URL /server-status was not found on this server.

Additionally, a 404 Not Found error was encountered while trying to
use an
ErrorDocument to handle the request.
_________________________________________________________________


Apache/1.3.33 Server at host.mzshosting.com Port 80
***@host [~]# rpm -q httpd
httpd-2.0.51-2.9
***@host [~]# service --status-all
anacron is stopped
antirelayd (pid 30045) is running...
usage: /etc/init.d/apf [start|stop|restart]
Usage: bandmin {start|stop}
chkservd (pid 29948) is running...
cpsrvd (pid 8172) is running...
entropychat (pid 31932) is running...
melange (pid 32222) is running...
stunnel is stopped
interchange is stopped
qrunner is stopped
crond (pid 30203) is running...
dc_client is stopped
dc_server is stopped
exim (pid 21919 30025 30018) is running...
Usage: filelimits {start|stop|restart|reload}
gpm is stopped
/etc/init.d/halt-pre_sleep: call me as 'halt' or 'reboot' please!

Not Found

The requested URL /server-status was not found on this server.

Additionally, a 404 Not Found error was encountered while trying to
use an
ErrorDocument to handle the request.
_________________________________________________________________


Apache/1.3.33 Server at host.mzshosting.com Port 80
Usage: ipaliases {start|stop|restart|reload}
Firewall is stopped.
Firewall is stopped.
Usage: /etc/init.d/mysql start|stop|restart
number of zones: 21
debug level: 0
xfers running: 0
xfers deferred: 0
soa queries in progress: 0
query logging is OFF
server is up and running
netplugd is stopped
Configured devices:
lo venet0
Currently active devices:
lo venet0

Not Found

The requested URL /server-status was not found on this server.

Additionally, a 404 Not Found error was encountered while trying to
use an
ErrorDocument to handle the request.
_________________________________________________________________


Apache/1.3.33 Server at host.mzshosting.com Port 80
mysqld: unrecognized service
Checking database connect... DBI
connect('database=otrs;host=localhost;','otrs',...) failed: Access
denied for user: '***@localhost' (Using password: YES) at
/opt/otrs/Kernel/System/DB.pm line 191
ERROR: OTRS-CheckDB-10 Perl: 5.8.3 OS: linux Time: Wed May 31 07:29:26 2006

Message: Access denied for user: '***@localhost' (Using password: YES)

Traceback (30149):
Module: Kernel::System::DB::new (v1.47) Line: 168
Module: /opt/otrs/bin/CheckDB.pl (v1.12) Line: 47

No database connect! Error!
May your database isn't configured yet?
Checking /opt/otrs/bin/PostMaster.pl ... (not activ) failed.
Checking otrs spool dir... done.
portmap is stopped
portsentry (pid 32333) is running...
proftpd (pid 27826 29844) is running...
The random data source exists
saslauthd (pid 32289) is running...
sendmail is stopped
smbd is stopped
nmbd is stopped
snmpd is stopped
snmptrapd is stopped
sshd (pid 19471 1774 29879) is running...
syslogd (pid 29830) is running...
klogd is stopped
winbindd is stopped
xinetd (pid 29889) is running...
xinetd (pid 29889) is running...
Nightly yum update is disabled.
***@host [~]# service httpd-2.0.51-2.9 status
httpd-2.0.51-2.9: unrecognized service

============================

Let me verify that this server works and I have the right server as well. :)

I went to /home/mylogin/www and added a new file. I then was able to see
that file in my browser via HTTP.

What now?

Thanks,
Hershel

[Nils Breunese (Lemonbit Internet)]

Post by Hershel Robinson
Not Found
The requested URL /server-status was not found on this server.
Additionally, a 404 Not Found error was encountered while trying
to use an
ErrorDocument to handle the request.
_________________________________________________________________
Apache/1.3.33 Server at host.mzshosting.com Port 80
httpd-2.0.51-2.9

This looks pretty weird. RPM says apache 2.0.51 is installed, but
when you ask for its status you get some sort of HTML answer from an
apache 1.3.33 server... Fedora Core 2 comes with apache2 by default
and I guess that the OTRS RPM expects to find apache2 as well.
However, it looks like your server has apache2 installed, but it's
not using it. Instead 1.3.33 is running. I guess your server provider
messed with the OS quite a bit. You might want to ask them what's up
with apache1.3/apache2.

Nils Breunese.

[Hershel Robinson]

This looks pretty weird. RPM says apache 2.0.51 is installed, but when
you ask for its status you get some sort of HTML answer from an apache
1.3.33 server... Fedora Core 2 comes with apache2 by default and I guess
that the OTRS RPM expects to find apache2 as well. However, it looks
like your server has apache2 installed, but it's not using it. Instead
1.3.33 is running. I guess your server provider messed with the OS quite
a bit. You might want to ask them what's up with apache1.3/apache2.

OK, thank you for your assistance. I will see what they say.

Hershel

[Hershel Robinson]

This looks pretty weird. RPM says apache 2.0.51 is installed, but when
you ask for its status you get some sort of HTML answer from an apache
1.3.33 server... Fedora Core 2 comes with apache2 by default and I guess
that the OTRS RPM expects to find apache2 as well. However, it looks
like your server has apache2 installed, but it's not using it. Instead
1.3.33 is running. I guess your server provider messed with the OS quite
a bit. You might want to ask them what's up with apache1.3/apache2.

OK, I have some responses from my PVS support. Here they are:

===========
Regarding status... it's just "lynx localhost/whm-server-status". WHM
renames server-status to "whm-server-status". That's why "service httpd
status" does not work.

Apache 1.3.36 is the OFFICIALLY supported version of Apache. 2.x is not
supported OFFICIALLY by CPanel and is labeled "beta" as far as support,
so I would suggest being careful trying to use it.

You can install whatever you like. However, most likely installing it
will most likely not help you as the pre-made RPM distributions are not
going to put the files where you want them.

The script may have installed a file called
"/etc/httpd/conf.d/otrs.conf", however... APACHE is not looking there.

Again, CPanel does not use the default locations where some of the
default non-virtualized setups think things should go. Apache's
httpd.conf file is located at:

/usr/local/apache/conf/httpd.conf

If you check that file, there is no reference at all to otrs, or the
other otrs conf file.

This is something you need to contact the script provider regarding.
This is NOT a server problem. It's a script configuration problem.

Also... I would HIGHLY recommend against trying to serve the program out
of folders NOT inside of your home folder for security reasons.

===========

So I copied otrs.conf to /usr/local/apache/conf/ and added this line:

Include "otrs.conf"

to the bottom of /usr/local/apache/conf/httpd.conf but I still get the
same results.

Any other ideas?

Thanks.

[Nils Breunese (Lemonbit Internet)]

Post by Hershel Robinson
Apache 1.3.36 is the OFFICIALLY supported version of Apache. 2.x is
not supported OFFICIALLY by CPanel and is labeled "beta" as far as
support, so I would suggest being careful trying to use it.
You can install whatever you like. However, most likely installing
it will most likely not help you as the pre-made RPM distributions
are not going to put the files where you want them.
The script may have installed a file called "/etc/httpd/conf.d/
otrs.conf", however... APACHE is not looking there.

Well, I guess you better not use the OTRS rpm provided for FC1,2,3
then. That rpm makes quite a lot of assumptions about your system,
but as CPanel/your PVS messed with the system quite a bit your system
isn't really looking like a FC2 system anymore. For instance: Fedora
comes with Apache2 by default, so the OTRS rpm for FC1,2,3 assumes
you're running Apache2. I installed OTRS on several servers running
Plesk and at least Plesk doesn't completely change your system
around. The OTRS rpm worked just fine on those machines.

Post by Hershel Robinson
Any other ideas?

I guess the OTRS rpm isn't really going to work on your CPanel box
without a lot of tweaking and moving files etc. Maybe you're better
off doing an install from the source tarball following the
instructions. Yeah, it's more work. Or try a non-CPanel box.

Nils Breunese.

[Hershel Robinson]

Post by Nils Breunese (Lemonbit Internet)
I guess the OTRS rpm isn't really going to work on your CPanel box
without a lot of tweaking and moving files etc. Maybe you're better off
doing an install from the source tarball following the instructions.
Yeah, it's more work. Or try a non-CPanel box.

OK, thank you very much for your assistance.

Hershel

[Hershel Robinson]

Post by Nils Breunese (Lemonbit Internet)
I guess the OTRS rpm isn't really going to work on your CPanel box
without a lot of tweaking and moving files etc. Maybe you're better off
doing an install from the source tarball following the instructions.
Yeah, it's more work. Or try a non-CPanel box.

I am trying to install from a tarball. I followed the instructions in
the README file. Steps 1-5 went fine. Step 6 I will discuss below. Step
7 also worked.

Now when I go to mysite/otrs/ I see a list of files. This is a step in
the right direction. :)

When I attempt to execute index.pl or installer.pl however, I get:

==============
Internal Server Error
The server encountered an internal error or misconfiguration and was
unable to complete your request.

Please contact the server administrator, ***@mysite.com and inform
them of the time the error occurred, and anything you might have done
that may have caused the error.

More information about this error may be available in the server error log.
==============

The log shows:

[Wed Jun 7 10:22:24 2006] [error] [client 212.143.165.237] Premature
end of script headers: /opt/otrs/bin/cgi-bin/installer.pl
[Wed Jun 7 10:22:24 2006] [error] [client 212.143.165.237] File does
not exist: /home/mylogin/public_html/500.shtml

but when I run

***@host [/opt/otrs/bin/cgi-bin]# perl installer.pl

I get a perfectly valid HTML page outputted.

Could this be a problem with step 6? Webserver configuration? I don't
think so but I don't know. All I actually did was add these 2 lines:

Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
Alias /otrs/ "/opt/otrs/bin/cgi-bin/"

to the very bottom of httpd.conf

What now?

[Nils Breunese (Lemonbit Internet)]

Post by Hershel Robinson
Could this be a problem with step 6? Webserver configuration? I
don't think so but I don't know. All I actually did was add these 2
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
Alias /otrs/ "/opt/otrs/bin/cgi-bin/"
to the very bottom of httpd.conf
What now?

I have this instead:

ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

So, a ScriptAlias instead of a normal Alias. That should tell apache
to execute the files as scripts, instead of serving them up as text
documents.

Here's my full vhost configuration for OTRS using mod_perl instead of
CGI (much faster):

----

# agent, admin and customer frontend
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

# load all otrs modules
Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl

# Apache::Reload - Reload Perl Modules when Changed on Disk
PerlModule Apache::Reload
PerlInitHandler Apache::Reload

# set mod_perl2 options
<Location /otrs>
# ErrorDocument 403 /otrs/customer.pl
AllowOverride None
ErrorDocument 403 /otrs/index.pl
SetHandler perl-script
PerlHandler ModPerl::Registry
Options +ExecCGI
PerlOptions +ParseHeaders
Order allow,deny
Allow from all
</Location>

# directory settings
<Directory "/opt/otrs/bin/cgi-bin/">
AllowOverride None
Options +ExecCGI -Includes
Order allow,deny
Allow from all
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
AllowOverride None
Order allow,deny
Allow from all
</Directory>

----

You might have to replace Apache::Reload with Apache2::Reload on your
system (two occurences), I'm not sure.

Nils.

[Hershel Robinson]

Post by Hershel Robinson

Post by Hershel Robinson
Could this be a problem with step 6? Webserver configuration? I don't
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
Alias /otrs/ "/opt/otrs/bin/cgi-bin/"
to the very bottom of httpd.conf
What now?

ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
So, a ScriptAlias instead of a normal Alias. That should tell apache to
execute the files as scripts, instead of serving them up as text documents.

Tried that and I get the same results.

Post by Hershel Robinson
Here's my full vhost configuration for OTRS using mod_perl instead of

Before I do that, I would like to at least have a more simple version
running. As it is, CGI is not running.

any other ideas?

[Nils Breunese (Lemonbit Internet)]

Post by Hershel Robinson
Before I do that, I would like to at least have a more simple
version running. As it is, CGI is not running.
any other ideas?

Maybe the key is Options +ExecCGI?

Nils Breunese.

[Hershel Robinson]

Post by Nils Breunese (Lemonbit Internet)

Post by Hershel Robinson
Before I do that, I would like to at least have a more simple version
running. As it is, CGI is not running.
any other ideas?

Maybe the key is Options +ExecCGI?

Tried it in .htaccess in the OTRS /bin/cgi-bin/ dir and then I also
added it to httpd.conf. Same results.

I did:

perl installer.pl > installer.htm

and when I bring up that file (http://mysite.com/otrs/installer.htm) it
looks good. Except for the HTTP header stuff at the top.

Any other ideas???

[Andy Lubel]

Do you load the mod_perl and mod_cgi module?

Post by Hershel Robinson

Post by Nils Breunese (Lemonbit Internet)

Post by Hershel Robinson
Before I do that, I would like to at least have a more simple version
running. As it is, CGI is not running.
any other ideas?

Maybe the key is Options +ExecCGI?

Tried it in .htaccess in the OTRS /bin/cgi-bin/ dir and then I also
added it to httpd.conf. Same results.
perl installer.pl > installer.htm
and when I bring up that file (http://mysite.com/otrs/installer.htm) it
looks good. Except for the HTTP header stuff at the top.
Any other ideas???

--

[Hershel Robinson]

Post by Andy Lubel
Do you load the mod_perl and mod_cgi module?

Here is my httpd.conf file:

http://wcconline.com/httpd.txt

save the VirtualHost sections that I removed (to protect the innocent)

Thanks.

[Andy Lubel]

im no installation expert quite yet but i think that you need mod_perl along with mod_cgi in order to use the "fast" option. other than that it looks like the modules you have will support. your config file has the +execCGI outside of a directory as well, i believe that doesnt work. try it like so:

#
# Basic apache configuration file for OTRS
#
# agent, admin and customer frontend
#
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
#
# Directory settings
#
<Directory "/opt/otrs/bin/cgi-bin/">
AllowOverride None
Options +ExecCGI -Includes
Order allow,deny
Allow from all
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
AllowOverride None
Order allow,deny
Allow from all
</Directory>

as noted in documentation, but i suggest you take a closer look at the README.webserver that is included in the source distribution. another good thing that you could do is use seperate config files for each virtual host by doing a "Include /etc/httpd/sites/*.conf" and it will load whatever conf files you have in that directory. i dont know if thats possible with Cpanel however!


HTH,

Andy


-----Original Message-----
From: otrs-***@otrs.org on behalf of Hershel Robinson
Sent: Wed 6/7/2006 7:00 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Installation Questions

Post by Andy Lubel
Do you load the mod_perl and mod_cgi module?

Here is my httpd.conf file:

http://wcconline.com/httpd.txt

save the VirtualHost sections that I removed (to protect the innocent)

Thanks.

[Hershel Robinson]

Post by Andy Lubel
#
# Basic apache configuration file for OTRS
#
# agent, admin and customer frontend
#
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
#
# Directory settings
#
<Directory "/opt/otrs/bin/cgi-bin/">
AllowOverride None
Options +ExecCGI -Includes
Order allow,deny
Allow from all
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
AllowOverride None
Order allow,deny
Allow from all
</Directory>
as noted in documentation, but i suggest you take a closer look at the README.webserver that is included in the source distribution. another good thing that you could do is use seperate config files for each virtual host by doing a "Include /etc/httpd/sites/*.conf" and it will load whatever conf files you have in that directory. i dont know if thats possible with Cpanel however!

No, CPanel set up those automatically. There are a slew of existing
sites on this VPS.

I added the lines as you suggest, to the end of httpd.conf. I still get
Internal Server Error.

Any other ideas?

Hershel

[Andy Lubel]

Options +execCGI is under the <directory> tag?


-----Original Message-----
From: otrs-***@otrs.org on behalf of Hershel Robinson
Sent: Thu 6/8/2006 11:03 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Installation Questions

Post by Andy Lubel
#
# Basic apache configuration file for OTRS
#
# agent, admin and customer frontend
#
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
#
# Directory settings
#
<Directory "/opt/otrs/bin/cgi-bin/">
AllowOverride None
Options +ExecCGI -Includes
Order allow,deny
Allow from all
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
AllowOverride None
Order allow,deny
Allow from all
</Directory>
as noted in documentation, but i suggest you take a closer look at the README.webserver that is included in the source distribution. another good thing that you could do is use seperate config files for each virtual host by doing a "Include /etc/httpd/sites/*.conf" and it will load whatever conf files you have in that directory. i dont know if thats possible with Cpanel however!

No, CPanel set up those automatically. There are a slew of existing
sites on this VPS.

I added the lines as you suggest, to the end of httpd.conf. I still get
Internal Server Error.

Any other ideas?

Hershel

[Hershel Robinson]

Post by Andy Lubel
Options +execCGI is under the <directory> tag?

Yes, my httpd.conf ends thusly:


Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/

<Directory "/opt/otrs/bin/cgi-bin/">
AllowOverride None
Options +ExecCGI -Includes
Order allow,deny
Allow from all
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
AllowOverride None
Order allow,deny
Allow from all
</Directory>