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! [cid:image001.jpg@01CA70E4.D9083A90] 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.NLmailto: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 mailto: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.orgmailto:otrs-bounces@otrs.org [otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Evan Stern [suriansg@gmail.commailto:suriansg@gmail.com] Sent: Saturday, November 28, 2009 4:13 PM To: otrs@otrs.orgmailto: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. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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! [cid:image001.jpg@01CA72BF.6809E780] 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.NLmailto: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 mailto: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! [cid:image001.jpg@01CA72BF.6809E780] 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.NLmailto:NvanAdrichem@ITCall.NL Rodenrijseweg 70 2651 BV BERKEL & RODENRIJS From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto: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 mailto: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.orgmailto:otrs-bounces@otrs.org [otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Evan Stern [suriansg@gmail.commailto:suriansg@gmail.com] Sent: Saturday, November 28, 2009 4:13 PM To: otrs@otrs.orgmailto: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. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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 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.plline 39.\nBEGIN failed--compilation aborted at /home/httpd/vhosts/ ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-startup.plline 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.plfor 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 # 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 AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> 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!** *

*[image: 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!** *

*[image: 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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I'm going to have to wait for my web admin to get in before I can do any of that, but in the meantime: I was thinking that there might be something wrong with the permissions... figuring out what the groups were and who the users were was a pain. On my system my otrs user is called "ghiadmin" and the group he belongs to is "psacln". As for the web server user... well, I *think* it's called "apache" and the group is either "psacln" or it's "apache". I wasn't sure. I think the command we ran was: SetPermissions.sh <path> ghiadmin apache psacln psacln On another note, I looked around and I don't even seem to *have* a httpd.include file in my conf directory. What is even stranger is that there seems to be a vhost.conf file in both the domain and the subdomain folder (I have OTRS in a subdomain: /path/to/domain.com/subdomains/otrs). On Wed, Dec 2, 2009 at 3:12 AM, Niels van Adrichem wrote:

Hi Evan,

Is the vhost.conf included in the domain.ext/conf/httpd.include file?

If not, this should be done by running websrvmng with the right arguments from the manual I wrote.

If it does, what does apache log mention after reloading the configuration files.

I, for example, had to remove the MaxRequestsPerChild directive because this is not a VirtualHost setting and it made apache unable to restart.

After that run: */usr/local/psa/admin/sbin/websrvmng --reconfigure-vhost --vhost-name=*

(Replace with the parent-domain name, not the subdomain-name)

Check if the vhost.conf is included in the parent-domain http.include (never edit this file yourself) in your (sub) domain virtualhost.

Reload apache: /etc/init.d/apache reload

And check it’s output and it’s logs what it thinks about the configuration.

P.s. did you run your SetPermissions.sh right, since Apache.pm can’t be located…

Best regards,

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

*[image: 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 20:12

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

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.plline 39.\nBEGIN failed--compilation aborted at /home/httpd/vhosts/ ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-startup.plline 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.plfor 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 # 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 AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> 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!** *

*[image: 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!** *

*[image: 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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Hello Even, ON my Plesk (openSUSE) installation the groups are psaserv and the apache-user is wwrun. That would mean: SetPermissions.sh <path> ghiadmin wwwrun psaserv psaserv (Before that you need to ad ghiadmin to the psaserv group "usermod -G psaserv ghiadmin") The subdomain vhost.conf should be include by the parent-domain/conf/httpd.include, the subdomain does not have a http.include. Met vriendelijke groet, Niels L.M. van Adrichem ITCall - Your Partner in Telecom and Contact Center Services! [cid:image001.jpg@01CA73F8.E55FB9A0] 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.NLmailto: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: woensdag 2 december 2009 16:20 To: User questions and discussions about OTRS. Subject: Re: [otrs] Install Question: Setting up OTRS on a remote server I'm going to have to wait for my web admin to get in before I can do any of that, but in the meantime: I was thinking that there might be something wrong with the permissions... figuring out what the groups were and who the users were was a pain. On my system my otrs user is called "ghiadmin" and the group he belongs to is "psacln". As for the web server user... well, I *think* it's called "apache" and the group is either "psacln" or it's "apache". I wasn't sure. I think the command we ran was: SetPermissions.sh <path> ghiadmin apache psacln psacln On another note, I looked around and I don't even seem to *have* a httpd.include file in my conf directory. What is even stranger is that there seems to be a vhost.conf file in both the domain and the subdomain folder (I have OTRS in a subdomain: /path/to/domain.com/subdomains/otrshttp://domain.com/subdomains/otrs). On Wed, Dec 2, 2009 at 3:12 AM, Niels van Adrichem mailto:nvanadrichem@itcall.nl> wrote: Hi Evan, Is the vhost.conf included in the domain.ext/conf/httpd.include file? If not, this should be done by running websrvmng with the right arguments from the manual I wrote. If it does, what does apache log mention after reloading the configuration files. I, for example, had to remove the MaxRequestsPerChild directive because this is not a VirtualHost setting and it made apache unable to restart. After that run: /usr/local/psa/admin/sbin/websrvmng --reconfigure-vhost --vhost-name= (Replace with the parent-domain name, not the subdomain-name) Check if the vhost.conf is included in the parent-domain http.include (never edit this file yourself) in your (sub) domain virtualhost. Reload apache: /etc/init.d/apache reload And check it's output and it's logs what it thinks about the configuration. P.s. did you run your SetPermissions.sh right, since Apache.pm can't be located... Best regards, Niels L.M. van Adrichem ITCall - Your Partner in Telecom and Contact Center Services! [cid:image001.jpg@01CA73F8.E55FB9A0] 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.NLmailto:NvanAdrichem@ITCall.NL Rodenrijseweg 70 2651 BV BERKEL & RODENRIJS From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Evan Stern Sent: dinsdag 1 december 2009 20:12 To: User questions and discussions about OTRS. Subject: Re: [otrs] Install Question: Setting up OTRS on a remote server 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-libhttp://ghiis.com/subdomains/connect-smart/opt/otrs/Kernel/cpan-lib /home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/http://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.plhttp://ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-star... line 39.\nBEGIN failed--compilation aborted at /home/httpd/vhosts/ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-startup.plhttp://ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-star... 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.plhttp://ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-star... for server connect-smart.ghiis.com:80http://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/http://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/http://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.plhttp://ghiis.com/subdomains/connect-smart/opt/otrs/scripts/apache2-perl-star... # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options # ErrorDocument 403 /otrs/customer.plhttp://customer.pl ErrorDocument 403 /otrs/index.plhttp://index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> # directory settings http://ghiis.com/subdomains/connect-smart/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> http://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 mailto: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! [cid:image001.jpg@01CA73F8.E55FB9A0] 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.NLmailto:NvanAdrichem@ITCall.NL Rodenrijseweg 70 2651 BV BERKEL & RODENRIJS From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto: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 mailto: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! [cid:image001.jpg@01CA73F8.E55FB9A0] 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.NLmailto:NvanAdrichem@ITCall.NL Rodenrijseweg 70 2651 BV BERKEL & RODENRIJS From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto: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 mailto: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.orgmailto:otrs-bounces@otrs.org [otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Evan Stern [suriansg@gmail.commailto:suriansg@gmail.com] Sent: Saturday, November 28, 2009 4:13 PM To: otrs@otrs.orgmailto: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. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! 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