Can't anyone help PLEASE ! I'm still getting the Forbidden page when trying to access .../otrs/installer.pl what should be the httpd.conf file settings be if i use nobody as the User/Group, and that I have a <VirtualHost> already configured for the particular domain. The document root for this virtual domain is /home/wardmedi Now otrs is installed in /opt/otrs What is the proper settings to insert in the <Virtual Host> tag so that when accessing wardmedia.com/otrs and wardmedia.com/otrs-web, that it goes to the proper /opt/otrs... Here is a copy of the <Virtual Host> tag: ServerAlias www.wardmedia.com wardmedia.com # Added for OTRS Alias /otrs-web /opt/otrs/var/httpd/htdocs/ ScriptAlias /otrs/ /opt/otrs/bin/cgi-bin/ # End of Addition ServerAdmin webmaster@wardmedia.com DocumentRoot /home/wardmedi/public_html BytesLog domlogs/wardmedia.com-bytes_log ServerName www.wardmedia.com ScriptAlias /cgi-bin/ /home/wardmedi/public_html/cgi-bin/ <IfModule mod_php4.c> php_admin_value open_basedir "/home/wardmedi:/usr/lib/php:/usr/local/lib/php:/tmp" </IfModule> User wardmedi Group wardmedi CustomLog domlogs/wardmedia.com combined </VirtualHost> ----------------------> Nelson Pereira www.Ott-Motorcycles.ca ----- Original Message ----- From: "nelson pereira" To: "User questions and discussions about OTRS." Sent: Wednesday, October 15, 2003 2:10 PM Subject: Re: [otrs] Permission problems

set to otrs:otrs and 755 ----------------------> Nelson Pereira www.Ott-Motorcycles.ca

----- Original Message ----- From: "Covert, Jake" To: "User questions and discussions about OTRS." Sent: Wednesday, October 15, 2003 1:42 PM Subject: RE: [otrs] Permission problems

...

What are the permissions on this file?

-----Original Message----- From: nelson pereira [mailto:npereira@videotron.ca] Sent: Wednesday, October 15, 2003 1:38 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Permission problems

Anyone? PLease !

I need to get this working, can't anyone help? ----------------------> Nelson Pereira www.Ott-Motorcycles.ca

----- Original Message ----- From: "nelson pereira" To: Cc: Sent: Wednesday, October 15, 2003 9:51 AM Subject: [otrs] Permission problems

...

Installed OTRS as per docs as root. Needed modules are installed. Created the user otrs with Primary group otrs and secondary nobody (webserver user and group is nobody) Executed the line as root: /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs nobody otrs nobody output was : SetPermissions.sh <$Revision: 1.18.2.1 $> - set OTRS file permissions Copyright (c) 2002 Martin Edenhofer Setting file permissions... chown -R 0:0 /opt/otrs chown otrs:otrs /opt/otrs chown otrs:otrs /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown otrs:otrs /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown otrs:otrs /opt/otrs/.mailfilter chmod 0600 /opt/otrs/.mailfilter chown -R otrs:nobody /opt/otrs/var/ chown -R nobody:nobody /opt/otrs/var/sessions/ touch && chown otrs:nobody /opt/otrs/var/log/TicketCounter.log chmod -R 755 /opt/otrs/bin/ (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig

When trying to login to http://www.myhost.com/otrs/installer.pl

keep getting this error:

Forbidden You don't have permission to access /otrs/installer.pl on this server.

What am I missing? I did exactly as per documentation and this will not work! What are the permissions suppose to be on this file and directory? Is'nt the SetPermissions.pl file suppose to set the permissions?

PLEASE HELP !

----------------------> Nelson Pereira www.Ott-Motorcycles.ca

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...

http://www.otrs.de/

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See comments bellow ----------------------> Nelson Pereira www.Ott-Motorcycles.ca

I think the main issue is that 'nobody' runs the Apache. Is there a special reason you do so? One solution would be to create a user/group apache under which the httpd is run and using SetPermissons.sh again.

If I change the web server user from nobody to apache, all the virtual host are not accessible, so this is not an option. It worked for a bit last night, was able to go to the installer and setup the DB stuff. Now, it's giving me an error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. error is now happening when surfing to support.wardmedia.com/otrs/installer.pl after I had restarted the httpd services as per indicated at the bottom of the last screen during the installer. What could this be causing this?

See bellow: ----------------------> Nelson Pereira www.Ott-Motorcycles.ca

You mean, you can't access Apache at all then? For sure you have to set the right permissions to all necessary directories, otherwise Apache won#t be able to see anything. Refer

exactly, none of the virtual host work, they all say Forbidden 403 error. **Take note that this server is a hosting server which has Cpanel software

Which steps did you perform when switching to apache/apache? When using suexec, you should be able to run each of your virtual servers under a different account.

Changed the User and Group that apache runs under, from nobody to apache

So you seem to have a database connection? What does perl /opt/otrs/bin/CheckDB.pl say?

Invalid argument at /opt/otrs/Kernel/System/Log.pm line 62.

What does Apache's error_log and access_log say?

(13)Permission denied: access to /otrs/installer.pl failed because search permissions are missing on a component of the path

What do perl -cw /opt/otrs/bin/cgi-bin/installer.pl

/opt/otrs/bin/cgi-bin/installer.pl syntax OK

perl -cw /opt/otrs/bin/cgi-bin/index.pl say?

/opt/otrs/bin/cgi-bin/index.pl syntax OK

----------------------> Nelson Pereira www.Ott-Motorcycles.ca

Hm... then I assume, you should get suexec to at work. Then you'd have to use SetPermissions.sh like this:

/opt/otrs/bin/SetPermissions.sh /opt/otrs otrs wardmedi otrs wardmedi

Do I need to leave the User and Group in the Virtual Host?

You forgot to replace permissions throughout the various virtual hosts roots. But I#d advice to try suexec.

How do I do this?

This points to a missing IPC component. Set this in /opt/otrs/Kernel/Config.pm:

$Self->{SessionModule} = 'Kernel::System::AuthSession::DB; # $Self->{SessionModule} = 'Kernel::System::AuthSession::IPC';

Done

Be sure to also have these in /opt/otrs/scripts/apache-perl-startup.pl:

#use Kernel::System::AuthSession::IPC; use Kernel::System::AuthSession::DB;

Done

...

(13)Permission denied: access to /otrs/installer.pl failed because search permissions are missing on a component of the path

Again: suexec will help, I assume.

Again, How do I do this?

I cannot reconfigure the apache with suexec due to limitations with Cpanel software. What I don't understand is that it worked for 1 moment yesterday, and after the db setup, and httpd restart, it wont anymore! If apache is running with nobody as the User and Group in https.conf and otrs as user and group in <VirtualHost> tag, what should I run the SetPermissions with? SetPermissions.pl /opt/otrs otrs nobody otrs nobody? Also, should this command be run using the root user? Also, Premature end of script headers: /opt/otrs/bin/cgi-bin/installer.pl What does this mean?

Please refer to Apache.org's documents on this. It's explained in detail there. Note: You cannot use 'User' in combination to suexec, don't mangle these two.

SuExec isn't trivial neither easy, but it's worth it.

Btw, upgrading to RH 9.x or whatever the current release is would help, too, I assume.

I cannot upgrade to RH9 due to Cpanel restriction again. I don't think the problem is there since yesterday it worked for a few minutes!

did it help?

No.

OK! I decided to delete all the files and start from scratch. I logged in using the user otrs, then unpacked the tar file. Copied the Config.pm.dist to Config.pm and the other one also. I then decided to try it out, and WAM ! It's working. If I execute the SetPermissions.sh file, it breaks it! Don't know why. So, i'll setup the db and let you know if there's anyother issues I come accross. thanks for all your help Robert! ----------------------> Nelson Pereira www.Ott-Motorcycles.ca ----- Original Message ----- From: "Robert Kehl" To: "User questions and discussions about OTRS." Sent: Thursday, October 16, 2003 10:34 AM Subject: Re: [otrs] Permission problems

On Thursday, October 16, 2003 4:17 PM nelson pereira wrote:

...

...

Hm... then I assume, you should get suexec to at work. Then you'd have to use SetPermissions.sh like this:

/opt/otrs/bin/SetPermissions.sh /opt/otrs otrs wardmedi otrs wardmedi

Do I need to leave the User and Group in the Virtual Host?

Please refer to Apache.org's documents on this. It's explained in detail there. Note: You cannot use 'User' in combination to suexec, don't mangle these two.

User directive: http://httpd.apache.org/docs-2.0/mod/mpm_common.html#user SuExec: http://httpd.apache.org/docs-2.0/suexec.html SuExecUserGroup: http://httpd.apache.org/docs-2.0/mod/mod_suexec.html#suexecusergroup

SuExec isn't trivial neither easy, but it's worth it.

Btw, upgrading to RH 9.x or whatever the current release is would help, too, I assume.

...

...

$Self->{SessionModule} = 'Kernel::System::AuthSession::DB; # $Self->{SessionModule} = 'Kernel::System::AuthSession::IPC'; #use Kernel::System::AuthSession::IPC; use Kernel::System::AuthSession::DB;

Done

did it help?

Robert Kehl

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Found something new this morning. If I change the /bin/cgi-bin directory from chmod 755 to chmo 750, the error changes from and Internal Server Error to a Forbidden 403 error. ----------------------> Nelson Pereira www.Ott-Motorcycles.ca ----- Original Message ----- From: "Robert Kehl" To: "User questions and discussions about OTRS." Sent: Thursday, October 16, 2003 7:32 AM Subject: Re: [otrs] Permission problems

On Wednesday, October 15, 2003 10:07 PM nelson pereira wrote:

...

Here is a copy of the <Virtual Host> tag:

...

"/home/wardmedi:/usr/lib/php:/usr/local/lib/php:/tmp"

...

User wardmedi Group wardmedi

It is indeed 'nobody' accessing /opt/otrs, which you wanted to substitute by the above. This does not work: From http://httpd.apache.org/docs-2.0/en/mod/mpm_common.html#user - "Special note: Use of this directive [RK: User] in <VirtualHost> is no longer supported. To configure your server for suexec use SuexecUserGroup."

But before you start fiddling with suexec which need not be compiled into your Apache, think about changing the webserver user.

I think the main issue is that 'nobody' runs the Apache. Is there a special reason you do so? One solution would be to create a user/group apache under which the httpd is run and using SetPermissons.sh again.

hth,

Robert Kehl

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