OTRS 6 - When deploy changes to config goes to login page

[possebon]

I'm running the OTRS 6.0.5 on CentOS 7 and MariaDB 10.2

Every change that requires a deployment on OTRS Administration, it will redirect me to the login page, then I have to login again, I`ll be sent to the next step of deployment, and I'm able to apply it.

This is annoying, I looked at OTRS system logs and could not find any message related.

[wurzel]

Hi,

check system configuration http/https setting.

Flo

[possebon]

Hi Flo,

It has been while and I still have this issue, I could not focus before on this but now it's really time to fix that.

I checked the HTTP/HTTPS setting and I'm almost sure that it's not related.

I figured out when this problem starts: after I change the Apache zzz_otrs.conf file to remove the "/otrs/" from URL.

Last week I configured a new OTRS 6 server, and before putting behind the nginx proxy, since I changed the zzz_otrs.conf removing the "/otrs" started the issue.

I investigated the Apache logs regarding any error message, but could not find anything related.

Code: Select all

10.193.28.99 - - [09/Apr/2020:19:05:10 -0300] "GET /index.pl?Action=AdminSystemConfigurationDeployment;Subaction=Deployment HTTP/1.1" 200 13353
10.193.28.99 - - [09/Apr/2020:19:05:11 -0300] "POST /index.pl?Action=AdminSystemConfigurationGroup;Subaction=CheckSettings;ChallengeToken=AKfmejc3iti9rBTHSb2Bhi3HtrySuErn HTTP/1.1" 200 11
10.193.28.99 - - [09/Apr/2020:19:05:11 -0300] "GET /index.pl?Action=UserColorCss HTTP/1.1" 200 13310

This is the part of access_log, on error_log there is no entry when issue occurs.

This is my zzz_otrs.conf after changes (diff file, left side it's the original and right side my changes):

Code: Select all

ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"		      |	<VirtualHost *:8080>
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"		      <
<IfModule mod_perl.c>					      |	    Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
							      >	    Alias / "/opt/otrs/bin/cgi-bin/"
							      >
							      >	    ServerAdmin webmaster@company.com
							      >	    ServerName servicedesk.company.com
							      >	    #ServerAlias support.company.com
							      >	    ErrorLog logs/servicedesk.company.com/error_log
							      >	    CustomLog logs/servicedesk.company.com/access_log
							      >
							      >	    DocumentRoot /opt/otrs/bin/cgi-bin/
    # general mod_perl2 options				      |	    <Location />
    <Location /otrs>					      <
        ErrorDocument 403 /otrs/index.pl		      |	        #ErrorDocument 403 /otrs/index.pl
        SetHandler  perl-script				      |	        ErrorDocument 403 /index.pl
							      >	        DirectoryIndex index.pl
							      >	        AddHandler perl-script .pl .cgi
    <Location /otrs/nph-genericinterface.pl>		      |	    # <Location /otrs/nph-genericinterface.pl>
							      >	    <Location /nph-genericinterface.pl>
</IfModule>						      |	</VirtualHost>
							      >
							      >	<VirtualHost *:8080>
							      >	    Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
							      >	    Alias / "/opt/otrs/bin/cgi-bin/"
							      >	    ServerAdmin webmaster@company.com
							      >	    ServerName atendimento.company.com
							      >	    ErrorLog logs/atendimento.company.com/error_log
							      >	    CustomLog logs/atendimento.company.com/access_log
							      >	    DocumentRoot /opt/otrs/bin/cgi-bin/
							      >
							      >
							      >	    <Location />
							      >	        ErrorDocument 403 /customer.pl
							      >	        DirectoryIndex customer.pl
							      >	        AddHandler  perl-script .pl .cgi
							      >	        PerlResponseHandler ModPerl::Registry
							      >	        Options +ExecCGI
							      >	        PerlOptions +ParseHeaders
							      >	        PerlOptions +SetupEnv
							      >
							      >	        <IfModule mod_version.c>
							      >	            <IfVersion < 2.4>
							      >	                Order allow,deny
							      >	                Allow from all
							      >	            </IfVersion>
							      >	            <IfVersion >= 2.4>
							      >	                Require all granted
							      >	            </IfVersion>
							      >	        </IfModule>
							      >	        <IfModule !mod_version.c>
							      >	            Order allow,deny
							      >	            Allow from all
							      >	        </IfModule>
							      >	    </Location>
							      >	</VirtualHost>
							      >
							      >	<VirtualHost *:8080>
							      >	    Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
							      >	    Alias / "/opt/otrs/bin/cgi-bin/"
							      >	    ServerAdmin webmaster@company.com
							      >	    ServerName csc.company.com
							      >	    ErrorLog logs/csc.company.com/error_log
							      >	    CustomLog logs/csc.company.com/access_log common
							      >	    DocumentRoot /opt/otrs/bin/cgi-bin/
							      >
							      >
							      >	    <Location />
							      >	        ErrorDocument 403 /customer.pl
							      >	        DirectoryIndex customer.pl
							      >	        AddHandler  perl-script .pl .cgi
							      >	        PerlResponseHandler ModPerl::Registry
							      >	        Options +ExecCGI
							      >	        PerlOptions +ParseHeaders
							      >	        PerlOptions +SetupEnv
							      >
							      >	        <IfModule mod_version.c>
							      >	            <IfVersion < 2.4>
							      >	                Order allow,deny
							      >	                Allow from all
							      >	            </IfVersion>
							      >	            <IfVersion >= 2.4>
							      >	                Require all granted
							      >	            </IfVersion>
							      >	        </IfModule>
							      >	        <IfModule !mod_version.c>
							      >	            Order allow,deny
							      >	            Allow from all
							      >	        </IfModule>
							      >	    </Location>
							      >	</VirtualHost>
							      >
							      >

[root]

Hi,

1. Why is your Alias for / not a ScriptAlias?
2. What is the value of the SystemConfiguration ScriptAlias?

- Roy

[possebon]

Hi Roy,

To be honest with you, I'm not an expert on Apache and I just google how to remove the /otrs and found some post that gave me that.

It works most of the time, the only case where it does not is when I deploy configuration changes.

Regards

[zzz]

The problem is that you've changed the URL of OTRS in Apache, but did not change it in OTRS itself.

The ScriptAlias setting in the OTRS configuration, as Roy mentioned, needs to be empty.
Otherwise, OTRS will not be able to set the cookie on the correct path and will automatically write the session ID into the URL (which you're probably experiencing as well).

The second thing Roy has mentioned is the Apache alias. Replace your first two lines with these lines and try it again:

Code: Select all

Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
Alias / "/opt/otrs/bin/cgi-bin/"

— Emin

[possebon]

Hi Emin,

I did the changes as you and Roy suggested and set the ScriptAlias at OTRS configuration to blank. The issue still occurs.

Now, I discovered by accident a way to issue does not occur: reducing the browser windows, the site goes to responsive and then it works.

I recorded a video to show how it is:

https://youtu.be/ChnARFb5pAw

[root]

Hi,

What's wrong? Why did you changed ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" into Alias / "/opt/otrs/bin/cgi-bin/"? Why removing Script?

- Roy

[zzz]

Hey,

Haha, that's a funny observation.

You're also having MIME-type issues, which should not occur with the normal Apache setting.
That could be an indicator of more Apache misconfigurations.

Did you restart the Apache after making changes?
Could you also check the path of your cookies? Are they correctly set to '/'?
They can be found under Chrome DevTools -> Application -> Cookies.

I am also planning on writing a blog post on how to make these changes step by step; so please bear with me.

@Roy: It doesn't make any difference. At least I couldn't find one and I am running pretty well with this config.
Why does it bother you?

— Emin

[possebon]

Hi Roy,

I tested now switching back the configuration to:

Code: Select all

    Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"
    ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"

And at System Configuration set back the default value of ScriptAlias to otrs/

The OTRS is still working as desired without /otrs at URL.

More details, take a look at screenshots below:

https://imgur.com/a/EFKE99C