Installing OTRS for Windows

[Frobs]

Hi peeps

I am brand new to OTRS, and are trying to install it on a Windows Server 2012 R2, but are having some problems

I started out doing a "basic" installation, just installing ActivePerl and OTRS 3.3.9. After doing so the website didn't work. I found a site showing a Windows installation of an earlier version of OTRS and it was straight forward, but the difference is that it included Apache instead of using IIS.
I assume my issue is the IIS configuration and any help/pointers in the right direction would be appreciated

I have tried to look for a how to regarding OTRS for Windows and Apache server, but that seems to be a no go.

/Frobs

[crythias]

Use a vm and the otrs appliance.

[Frobs]

Hi

Thanks for the reply.

But when using the appliance I assume it's running on Linux?

I have downloaded the appliance ISO and it "smells" of Linux

Frobs

[reneeb]

Yes, it is Linux...

[Frobs]

I am interested in getting it to Work on Windows Server 2012 R2

I get the same error as:
viewtopic.php?f=62&t=25757

But still haven't found a solution.

Frobs

[reneeb]

So what does the error log say?

[Frobs]

As I wrote earlier I am brand new to OTRS, so bare with me regarding some "stupid" questions

Are you thinking about IIS logs or OTRS logs?

I think one of the issues is the Perl handler in IIS. When installed it uses PerlEx30.dll but that file is not present, I have a file called Perl516.dll.

[Rooobaaat]

Why you don't use the appliance? It's a working OTRS out of the Box.


We are not Windows- or Perl-specialists. If you have issues with IIS and Perl, ask in the MS-Technet


But, i think your issues are related to the fact that ActiveState wants money for ActivePerl, because in the community version are not all of the features included, so you need to install the commercial version of Active State Perl (costs 999$ per year)

[Frobs]

I think you are correct regarding ActivePerl unfortunately

We could use the appliance running on Linux, but we are mainly a Windows company, and don't have all the skills regarding OTRS on Linux.

We are currently running OTRS on a Linux, but it was installed by a former employee. We have had some issues regarding updating to the latest version, but that part I haven't been a part of.

Might try to install it from bottom in a closed test environment to get some hands on experience.

Thanks for the replies.

[crythias]

Note that the concerns about linux vs windows as it relates to OTRS are somewhat mitigated by the facts that
a) it just works in the appliance
b) it still can be connected to active directory
c) the config is still portable to a Windows install if you must go that way
d) if things go wrong, you're likely to ask here anyway how to fix and we're more likely to provide answers within a linux environment (though it's more likely to be generic otrs-version-specific)
e) as it's a linux environment, the upgrade path is better documented.

[Frobs]

Just to sum up this post.... We have decided not to go for OTRS on Windows and keep it on Linux.

As mentioned by Crythias the documentations is made for Linux and it just works

I have now succesfully upgraded our own OTRS 3.2.4 installation in a test lab and will be performing the upgrade in production next week

[OTRSSkeptic]

We found when installing OTRS 3.3.9 on Windows Server 2008 R2 that the latest version of ActiveState Perl (build 1604) breaks OTRS. We used an older build (1603) and it worked. Also, we had to change the handler mapping in IIS for PerlEx to reflect the correct directory (we didn't use the default directory for ActiveState Perl). After making those changes and restarting IIS it came up fine.

[jojo]

So it seems you have a valid licence of Active State Perl?

[OTRSSkeptic]

Just the community version.

[jojo]

so, you break their licence rules. As old versions are not free to use...

[OTRSSkeptic]

OTRS support provided us the old version. Plus the older build is still freely available for download on their site.

[jojo]

Actual is build 1604 (so 1603) is not available any more...

[OTRSSkeptic]

http://downloads.activestate.com/Active ... 16.3.1603/

[jojo]

Lucky you...
http://www.activestate.com/languages/compare-editions

[OTRSSkeptic]

Pardon the expression, but it seems like we are focusing on the peas and forgetting the steak. All I am saying is that (for us), 1603 works and 1604 doesn't. Also, we were told specifically by OTRS Support not to upgrade to the latest Active State Perl (1604) as it was incompatible with OTRS 3.3.9. Beyond that, I have no other insight to offer.

[crythias]

If you're not licensed to use the software, it is not appropriate to discuss unlicensed usage on this forum.

[OTRSSkeptic]

In that case, please inform OTRS Support that they are providing illegal software for customers to install. Thanks for the info! We will remove it and go with a different help desk system.

[crythias]

How do you figure that OTRS is providing the unlicensed software? Your installation of the ActivePerl implementation came from the vendor who licenses the software.

Also, this forum is community supported independently from OTRS.

[OTRSSkeptic]

As I stated before: OTRS Support has provided us a copy of Active State Perl build 1603. We used it and it worked. I would assume that whatever version they provide is is covered under their OEM agreement with Active State. But no matter. We will be removing it and going with another solution. Thanks for your concern!

[jojo]

you installed the software and you accepted the licence terms. No dependency on where you get the software installation package. So you have to follow the licence terms of active state (no productive usage without commercial licence). AS the OTRS software does not automatically install PERL and just suggest to use the Active State version it is not part of the OTRS software)

[OTRSSkeptic]

Very amusing. It really doesn't matter anymore. We have removed OTRS due to it's many problems with Windows platform. Thanks for your concern!

[Frobs]

Interesting reading

My conclusion earlier was that we had to pay to have the correct Perl version to make it work on Windows. Even if we bought the correct Perl we would still have a OTRS installation that would be difficult to get help for because of running it on Windows.
After having used a couple of weeks on our old 3.2.4 OTRS installation and trying to upgrade it in our test lab I now feel more "at home" with the solution and I will be upgrading our production environment on monday