Re: [otrs] Set DNS to OTRS directory

30 Apr 2012

      Hi Muhammad,
In our installation, we offer just 3 URLs:

·         https://otrs.company.com/faq: entry point for PublicUsers

·         https://otrs.company.com/user: entry point for CustomerUsers

·         https://otrs.company.com/agent: entry point for Agents

·         any 404 error redirects to the CustomerUser entry point.

We achieved this modifying our apache conf file (in /etc/httpd/conf/httpd.conf):

·         We’ve added a virtualhost that redirects all incoming http to https:

        RedirectPermanent / https://otrs.company.com/

        ErrorDocument 404 /user

    </VirtualHost>

·         Then, in ssl.conf section (among many other ssl-related config)

        ErrorDocument 404 /user

        # public, customer, agent frontend

        ScriptAlias /faq        "/opt/otrs/bin/cgi-bin/public.pl"

        ScriptAlias /user      "/opt/otrs/bin/cgi-bin/customer.pl"

        ScriptAlias /agent   "/opt/otrs/bin/cgi-bin/index.pl"

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

·         Then you have to add a location for each one of these ScriptAlias:

                SetHandler  perl-script

                PerlResponseHandler ModPerl::Registry

                Options +ExecCGI

                PerlOptions +ParseHeaders

                PerlOptions +SetupEnv

                Order allow,deny

                Allow from all

            </Location>

I hope this will help you to configure your HTTPD server.

Kind regards,
Juan Clavero Almirón

De: Muhammad El-Sergani [mailto:msergani@gmail.com]
Enviado el: lunes, 30 de abril de 2012 14:34
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Set DNS to OTRS directory

Thank you very much Chris. If no one else replies, I'll surely be waiting for your response.

Thanks
//M

On Mon, Apr 30, 2012 at 2:32 PM, Chris Arnold mailto:carnold@electrichendrix.com> wrote:
Hi Muhammad!
What we did, I believe, was a rewrite in the host.conf file. So, access to helpdesk.domain.comhttp://helpdesk.domain.com rewrites to helpdesk.domain.com/otrs/customer.plhttp://helpdesk.domain.com/otrs/customer.pl. I can't give you an example right now as I am at a client site but I can get that to you in about 3 hours or so (if nobody else replies here).

Sent from my iPhone.

On Apr 30, 2012, at 8:17 AM, Muhammad El-Sergani mailto:msergani@gmail.com> wrote:
Hi all,

I know this is more of an HTTPD question, rather than OTRS - or so I believe. But I think you are more than capable of replying back with the answer in no time.

We used to call our OTRS server using the server IP, and not that currently the server holds nothing but OTRS in the default RPM installation directory; /opt/otrs. We recently acquired added a DNS record support.company.comhttp://support.company.com and pointed that to the OTRS server.

Running CentOS and HTTPD, of course typing the domain name shows the default Apache welcome screen, we have to add /otrs/index.plhttp://index.pl to access the server. Is it possible to access our OTRS by just going to the domain name?

Thanks
//M

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Re: [otrs] Set DNS to OTRS directory

Juan Manuel Clavero Almirón