If a file is named .rpmsave then this is because it did not match the file distributed with the RPM and so when it was upgraded it moved your configuration to one side. You can try renaming otrs.conf.rpmsave to otrs.conf and restarting Apache - but there may be configuration being loaded from elsewhere in your Apache config, so check the rest of the Apache config files first incase there are any directives pointing to the old otrs scripts directory. Steve On 5 July 2012 18:02, Derek Kiely wrote:

Hi Steve,

Thanks for the feedback, I checked in the /etc/httpd/conf.d directory and I see a file called otrs.conf.rpmsave - here it is

# -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd-new.include.conf,v 1.3 2007/04/16 12:11:53 martin Exp $ # --

# agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

# if mod_perl is used #<IfModule mod_perl.c>

# load all otrs modules Perlrequire /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>

#</IfModule>

# directory settings AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> AllowOverride All Order allow,deny Allow from all </Directory>

What is the .rpmsave about and is this where my problem is coming from? Any ideas on how to fix it?

Derek Kiely EMEA Support Team Leader KEMP Technologies Limited http://www.kemptechnologies.com/ Mary Rosse Centre Holland Road National Technology Park Limerick Ireland DDI: +353 61 260104 Office: +353 61 260101

On 5 July 2012 17:33, Steven Carr wrote:

...

Check your Apache configuration (possibly /etc/httpd/conf.d/otrs ?) and verify the otrs-web virtual directory is pointing to the correct location then bounce Apache.

Steve

On 5 July 2012 16:26, Derek Kiely wrote:

...

Hello I have updated our OTRS system from 2.4.4 to 3.17 in a two step

...

increment,

All appears to be OK except that when I click on ticket properties I get the following error message

[image: Inline images 1]

I followed the upgrade scripts exactly, it also looks like the js/js-cache is pointing to the wrong directory it is pointing to /opt/otrs-2.4.4/..../js-cache rather than /opt/otrs/..../js-cache/

Any help would be greatly appreciated.

Derek Kiely

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Not sure to be honest, it still looks like something is missing as the browser hasn't been able to fully initialise all of the javascript. Might be worth searching/posting on the dev list to see if they can help. Steve On 6 July 2012 10:33, Derek Kiely wrote:

Hi Steve,

I have tried your suggestion and am now getting the following error on the same page (Title/Properties), any ideas? I have tried re-run the bin/ otrs.RebuildConfig.pl but still the same.

[image: Inline images 1]

Derek Kiely EMEA Support Team Leader KEMP Technologies Limited http://www.kemptechnologies.com/ Mary Rosse Centre Holland Road National Technology Park Limerick Ireland DDI: +353 61 260104 Office: +353 61 260101

On 5 July 2012 18:10, Steven Carr wrote:

...

If a file is named .rpmsave then this is because it did not match the file distributed with the RPM and so when it was upgraded it moved your configuration to one side.

You can try renaming otrs.conf.rpmsave to otrs.conf and restarting Apache - but there may be configuration being loaded from elsewhere in your Apache config, so check the rest of the Apache config files first incase there are any directives pointing to the old otrs scripts directory.

Steve

On 5 July 2012 18:02, Derek Kiely wrote:

...

Hi Steve,

Thanks for the feedback, I checked in the /etc/httpd/conf.d directory and I see a file called otrs.conf.rpmsave - here it is

# -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd-new.include.conf,v 1.3 2007/04/16 12:11:53 martin Exp $ # --

# agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

# if mod_perl is used #<IfModule mod_perl.c>

# load all otrs modules Perlrequire /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>

#</IfModule>

# directory settings AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> AllowOverride All Order allow,deny Allow from all </Directory>

What is the .rpmsave about and is this where my problem is coming from? Any ideas on how to fix it?

Derek Kiely EMEA Support Team Leader KEMP Technologies Limited http://www.kemptechnologies.com/ Mary Rosse Centre Holland Road National Technology Park Limerick Ireland DDI: +353 61 260104 Office: +353 61 260101

On 5 July 2012 17:33, Steven Carr wrote:

...

Check your Apache configuration (possibly /etc/httpd/conf.d/otrs ?) and verify the otrs-web virtual directory is pointing to the correct location then bounce Apache.

Steve

On 5 July 2012 16:26, Derek Kiely wrote:

...

Hello I have updated our OTRS system from 2.4.4 to 3.17 in a two step

...

increment,

All appears to be OK except that when I click on ticket properties I get the following error message

[image: Inline images 1]

I followed the upgrade scripts exactly, it also looks like the js/js-cache is pointing to the wrong directory it is pointing to /opt/otrs-2.4.4/..../js-cache rather than /opt/otrs/..../js-cache/

Any help would be greatly appreciated.

Derek Kiely

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