OTRS 3.2.11 ITSM 3.2.9 Issue with KIX4OTRS 5.1

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rodriguezja
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OTRS 3.2.11 ITSM 3.2.9 Issue with KIX4OTRS 5.1

Post by rodriguezja » 29 Oct 2013, 07:20

We just installed KIX4OTRS 5.1 on OTRS 3.2.11 ITSM 3.2.9.

We are encountering issues when we attempt to navigate to http://otrs/index.pl -- getting an Apache 500 error. Navigating to http://otrs/customer.pl works with no problems. Any thoughts on possible troubleshooting steps?

Thanks in advance!



PJ

reneeb
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Re: OTRS 3.2.11 ITSM 3.2.9 Issue with KIX4OTRS 5.1

Post by reneeb » 29 Oct 2013, 14:14

Have a look at the apache logs. Did you restart the webserver?
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rodriguezja
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Joined: 29 Oct 2013, 07:14
OTRS Version?: 3.2.11
Real Name: PJ Rodriguez

Re: OTRS 3.2.11 ITSM 3.2.9 Issue with KIX4OTRS 5.1

Post by rodriguezja » 30 Oct 2013, 07:08

I rebooted the server twice and this the only error I see on the apache error log:

[Tue Oct 29 21:58:15 2013] [error] [client 192.168.101.4] File does not exist: /opt/otrs/var/httpd/htdocs/skins/Agent/KIX4OTRS/css-cache, referer: http://10.10.10.58/otrs/index.pl?Action ... 0186b766b5;
[Tue Oct 29 21:58:34 2013] [error] mkdir /opt/otrs/var/httpd/htdocs/skins/Agent/KIX4OTRS/css-cache: Permission denied at /opt/otrs/KIXCore/Kernel/Output/HTML/LayoutLoader.pm line 602\n

It looks like a permissions issue from the get go and I checked the permissions there and it's set to the OTRS user with the group being www-data. Appropriate write access are configured as well. Again the error is only when navigating to the index.pl but navigating to the customer.pl has no such issues.

It seems to be missing some files/directories. I also received an notice on installation of the KIX4OTRS where it states that it does not recognize the 3.2.11 version.



PJ

rodriguezja
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Posts: 5
Joined: 29 Oct 2013, 07:14
OTRS Version?: 3.2.11
Real Name: PJ Rodriguez

Re: OTRS 3.2.11 ITSM 3.2.9 Issue with KIX4OTRS 5.1

Post by rodriguezja » 30 Oct 2013, 07:25

Tell you what, I changed the permissions on /opt/otrs/var/httpd/htdocs/skins/Agent/KIX4OTRS/ to allow rw for the group www-data (it was originally set only to allow read write to the OTRS user) and voila! Navigating to the index.pl works now. I am still concerned about the original errors however.


PJ

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brann
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Re: OTRS 3.2.11 ITSM 3.2.9 Issue with KIX4OTRS 5.1

Post by brann » 26 Nov 2013, 16:11

After installing KIX4OTRS the following steps will be recommend:

1. set permissons of the OTRS directory
sudo chown -R www-data:www-data <OTRS-Home>

2. reload configuration
sudo -u www-data <OTRS-Home>/bin/otrs.RebuildConfig.pl execute

3. delete cache
sudo -u www-data <OTRS-Home>/bin/otrs.DeleteCache.pl execute

4. restart webserver
sudo /etc/init.d/apache2 restart

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