As an update to this:

I looked at the line that the error points to (39 in apache2-perl-startup.pl).  It's a "use CGI" command.

I found out that my web server is running mod_perl 1.99 and the CGI module is 3.48

The OTRS FAQ says:

"Use the CGI cpan module older then 3.10, if you have to use mod_perl
1.99.x or older.

With mod_perl 2.x or newer you have to use the version 3.10 or newer of
the CGI cpan module"

So, it's possible that this could be the problem.  I'll see what could be done.



On Tue, Dec 1, 2009 at 1:12 PM, Evan Stern <suriansg@gmail.com> wrote:
Thanks.

I did that and now I'm getting a big error from apache:

Can't locate Apache.pm in @INC (@INC contains: /home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/Kernel/cpan-lib /home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/ /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at /usr/lib/perl5/5.8.5/CGI.pm line 205.\nCompilation failed in require at /home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-startup.pl line 39.\nBEGIN failed--compilation aborted at /home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-startup.pl line 39.\nCompilation failed in require at (eval 2) line 1.\n
[Tue Dec 01 13:04:57 2009] [error] Can't load Perl file: /home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-startup.pl for server connect-smart.ghiis.com:80, exiting...

I checked the vhost.conf file and it looks like it's pointing to the correct areas... here's my vhost.conf, the only changes I've made from the apache2-httpd-new.include.conf file were to the paths (updated from just /opt/otrs/... to what it would be on my server:

# --
# added for OTRS (http://otrs.org/)
# $Id: apache2-httpd-new.include.conf,v 1.5 2008/11/10 11:08:55 ub Exp $
# --

# agent, admin and customer frontend
ScriptAlias /otrs/ "/home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/var/httpd/htdocs/"

# if mod_perl is used
<IfModule mod_perl.c>

    # load all otrs modules
    Perlrequire /home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-startup.pl

    # Apache::Reload - Reload Perl Modules when Changed on Disk
    PerlModule Apache2::Reload
    PerlInitHandler Apache2::Reload
    PerlModule Apache2::RequestRec

    # set mod_perl2 options
    <Location /otrs>
#        ErrorDocument 403 /otrs/customer.pl
        ErrorDocument 403 /otrs/index.pl
        SetHandler  perl-script
        PerlResponseHandler ModPerl::Registry
        Options +ExecCGI
        PerlOptions +ParseHeaders
        PerlOptions +SetupEnv
        Order allow,deny
        Allow from all
    </Location>

# directory settings
<Directory "/home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/bin/cgi-bin/">
    AllowOverride None
    Options +ExecCGI -Includes
    Order allow,deny
    Allow from all
</Directory>
<Directory "/home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/var/httpd/htdocs/">
    AllowOverride None
    Order allow,deny
    Allow from all
</Directory>

# MaxRequestsPerChild (so no apache child will be to big!)
MaxRequestsPerChild 400



On Tue, Dec 1, 2009 at 12:49 PM, Niels van Adrichem <nvanadrichem@itcall.nl> wrote:

Hello Evan,

 

You have to do exactly the same thing.

Except of a vhost_ssl.conf you create a vhost.conf in the conf-directory of your domain or subdomain.

The rest remains the same.

 

Just google vhost_ssl.conf and vhost.conf for more info.

 

Met vriendelijke groet,

Niels L.M. van Adrichem
ITCall - Your Partner in Telecom and Contact Center Services!

ITCalllogoSmall

Tel: +31 (0) 10 707 38 98
Mob: +31 (0) 6 234 95 069
Fax: +31 (0) 10 519 08 70
E-mail: NvanAdrichem@ITCall.NL

Rodenrijseweg 70
2651 BV BERKEL & RODENRIJS

 

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Evan Stern
Sent: dinsdag 1 december 2009 17:45


To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install Question: Setting up OTRS on a remote server

 

Niels,

I'm setting up my OTRS to run on a sub domain without SSL.  Your tutorial seems to be for SSL-only.  I'm kind of stuck at the "configuring apache" part.  The OTRS manual has a bit where you copy some scripts into the apache configuration directory.  Do I have to do that still?  Basically, what do I have to do in order to get apache configured correctly if I'm installing to a subdomain without SSL?

On Sun, Nov 29, 2009 at 4:12 AM, Niels van Adrichem <nvanadrichem@itcall.nl> wrote:

You can download a manual I made from the following URL:

 

http://forum.parallels.com/showthread.php?t=96665

 

The manual expects you to have root-access, but you can work around it a bit.

 

Met vriendelijke groet,

Niels L.M. van Adrichem
ITCall - Your Partner in Telecom and Contact Center Services!

ITCalllogoSmall

Tel: +31 (0) 10 707 38 98
Mob: +31 (0) 6 234 95 069
Fax: +31 (0) 10 519 08 70
E-mail: NvanAdrichem@ITCall.NL

Rodenrijseweg 70
2651 BV BERKEL & RODENRIJS

 

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Evan Stern
Sent: zaterdag 28 november 2009 20:25
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install Question: Setting up OTRS on a remote server

 

Thanks Niels!

I'm actually on a Plesk system so that should work for me as well.  It's what I expected.  Ok then, I'll need to have the administrator execute the SetPermissions.sh script for me since he has already installed the Perl modules.

Thanks again.

--Evan

On Sat, Nov 28, 2009 at 1:13 PM, Niels van Adrichem <nvanadrichem@itcall.nl> wrote:

Hello Evan,

First of all, what type of administration do you have.
I have experience installing OTRS on Plesk.

In this case you would only need root-access for installing the Perl-modules and maybe executing the SetPermission.sh from the installation.

You could use the Plesk FTP-user as "OTRS" user.

Regards,

Niels
________________________________________
From: otrs-bounces@otrs.org [otrs-bounces@otrs.org] On Behalf Of Evan Stern [suriansg@gmail.com]
Sent: Saturday, November 28, 2009 4:13 PM
To: otrs@otrs.org
Subject: [otrs] Install Question: Setting up OTRS on a remote server


Hello,

First of all, please forgive me of my ignorance about some of the details of
system administration... I'm a Linux user but not an administration expert ;-)

Basically, I need to know what kinds of things need to be done in order to get
OTRS running on a remote server where I only have limited access to a specific
portion of the server (i.e. I have permission to modify the bit where I keep my
web page).  I'm hoping that I don't have to beg the sysadmin to install this for
me...

I'm trying to install OTRS on a remote server.  I do not have admin rights to
the entire server, of course, and I need to know what needs to be done server
side to get the "otrs" user set up correctly.

The installation instructions specify that I need to give the "otrs" user the
same access rights as the web server user.  Would the creation of the "otrs"
user with the same access as the web server user be something that would cause a
security problem for the sysadmin?  I ask because it seems that if there is an
"otrs" user which I have access to but who also has the same permissions as the
web server user it would be a problem for a security minded web host.  Might
there be any workarounds that I could use in order to create the appropriate
"otrs" user that would not cause a security problem?

Thanks in advance,
--Evan.

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