Re: [otrs] Internal server error at Agent compose 'empty answer'

4 Dec 2002

      Hi,

On Wed, Dec 04, 2002 at 12:35:52PM +0900, murahashi wrote:
...
When agent compose 'empty answer' , Internal server error has occured.
It seems permission error. But the answer was sent to customer without an
error.
Below errors are in httpd/error.
[Wed Dec  4 11:41:00 2002] index.pl: Constant subroutine __need___va_list
[...] 
mkdir /home/sites/otrs.kidanet.com/OpenTRS/var/article/2002/12/4/23:
Permission denied at
/home/sites/site14/OpenTRS/bin/cgi-bin/../../Kernel/System/Ticket/Article.pm
line 250
[...]
Ja, it's a permission problem. 

You have two possibilities to fix this.

a) File Permissions (check the following):
   - Is it possible to change the webserver user to otrs user?
      * If yes, fixed.
   - If not, add the otrs user to the webservers users group 
     ("usermod -G <otrsusersgroup> otrs")
   - Execute "$OTRS_HOME/bin/SetPermissions.sh     "
      * Everything should work fine.

b) Store the plain_article/attachments in database instead of filesystem
   We added this feature because many people have problems with the file 
   permission if the webserver user isn't the otrs user. You need to update 
   the following files from CVS:

   Kernel/System/Ticket.pm
   Kernel/System/Ticket/Article.pm
   Kernel/System/Ticket/History.pm
   Kernel/System/PostMaster/LoopProtection.pm
   Kernel/System/PostMaster/LoopProtection/DB.pm
   Kernel/System/PostMaster/LoopProtection/FS.pm

   Kernel/Modules/AgentZoom.pm
   Kernel/Modules/CustomerZoom.pm

   scripts/DBUpdate.mysql.sql (or scripts/DBUpdate.postgresql.sql)

   Update the database changes with "cat scripts/DBUpdate.mysql.sql | mysql -p -f -u root otrs"

   And add
   [...]
    # Storage for plain email [fs|db]
    $Self->{ArticlePlainStorage} = 'db';

    # Storage for attachments [fs|db]
    $Self->{ArticleAttachmentStorage} = 'db';
   [...]
   to your Kernel/Config.pm

   Restart your webserver and everything should work fine.

   PS: You should also use "bin/SetPermissions.sh     " anyway.
...
Murahashi
Martin

--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
Old programmers never die. They just branch to a new address.