Hi there, I'm having a really strange problem with otrs. I'll try and describe the simptoms: Otrs is installed on http://192.168.1.73/otrs/index.pl There is a port forward on our router to access it externally through http://external_ip/otrs/index.pl On some workstations I can access the whole system just fine. On some other workstations I can access the system, login, view tickets etc... But I just can't submit any forms. For example, if I try to set a note on a ticket, or reply to a ticket or forward a ticket, etc when i clock the submit button the system just timeouts after a while. If I watch the apache log as I'm clicking the submit or Send mail button I get no log activity. Stranger thing is: on these computers that have this problem, if I access it through the external ip, everything works fine. Unfortunately we won't be keeping the external access and all i wanted was really to access it through the internal ip without these weird issues. Any ideas? I think I've tried just about anything. There was this post a few years ago on this mailing list with a similar problem: http://lists.otrs.org/pipermail/otrs/2008-June/023664.html Unfortunately there is no resolution or hints on what can be wrong on that thread. Thanks Luís Gomes
Luís Gomes wrote : [...]
Any ideas? I think I've tried just about anything. [...]
Hi Luís, the faulty workstations should have something in common which explains the error. I would guess something with the connection, for example another router, subnet or proxy than the other workstations. Check the login messages in your OTRS log for similiarities or use a proxy to see what URL your workstations really access. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
sure, but isn't it strange that the problematic workstation can access the
system just fine and do everything except for posting forms?
otrs log doesn't log anything and neither does apache2 log when I click the
submit buttons.
On Tue, Mar 23, 2010 at 4:28 PM, Alexander Halle
Luís Gomes wrote : [...]
Any ideas? I think I've tried just about anything.
[...]
Hi Luís,
the faulty workstations should have something in common which explains the error.
I would guess something with the connection, for example another router, subnet or proxy than the other workstations.
Check the login messages in your OTRS log for similiarities or use a proxy to see what URL your workstations really access.
Regards
Alexander
-- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
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Luís Gomes wrote :
sure, but isn't it strange that the problematic workstation can access the system just fine and do everything except for posting forms?
otrs log doesn't log anything and neither does apache2 log when I click the submit buttons.
Hi Luís, I can only make a guess, I think they try to access a different URL when posting the form than when showing tickets and so on. For example using the internal IP, instead of the external or opposite. This would explain the timeouts and the missing log entries. Please examine which URLs are really accessed. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
I agree that it does indeed looks like a network/routing problem but i tried
everything i remembered to try and solve it.
The forms otrs uses all have action="/otrs/index.pl" therefore if I'm
accessing the system through the internal ip it should translate into
posting the form to http://internal_ip/otrs/index.pl and that is correct!
Except it doesn't. Now if I just type http://internal_ip/otrs/index.pl on
the browsers url bar i can access the system just fine. It looks like it
just can't use POST to access it.
I'm loosing my mind with this!
On Tue, Mar 23, 2010 at 4:56 PM, Alexander Halle
Luís Gomes wrote :
sure, but isn't it strange that the problematic workstation can access the
system just fine and do everything except for posting forms?
otrs log doesn't log anything and neither does apache2 log when I click the submit buttons.
Hi Luís,
I can only make a guess, I think they try to access a different URL when posting the form than when showing tickets and so on. For example using the internal IP, instead of the external or opposite. This would explain the timeouts and the missing log entries.
Please examine which URLs are really accessed.
Regards
Alexander
-- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
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