OTRS wants to save customer.pl locally on submit

[rustbucket]

Hi all! I'm sorry to make my first post a lame help request, but this is driving me up a wall...

I just installed OTRS 3.0.5 on Ubuntu Server 10.10. I have it talking to AD for authentication (cool!), and Exchange to send and receive emails (neat!).

The weird thing that's happening is that when I log in as a customer and create a new ticket, the system wants me to download customer.pl when I click the 'submit' button. This is happening across Firefox, Chrome and IE. The ticket still gets created, but if I cancel 'save as' window that pops up, it leaves me in the compose view.

Has anyone run into this before? I searched around and haven't seen any other references to the issue...

[crythias]

This *seems* to be related to permissions in .htaccess or in apache config. It could also be owner-of-the-file related.

[rustbucket]

Hmmm....

Well the file ownership is:
-rwxrwxr-x 1 otrs www-data 1402 2010-12-21 09:37 customer.pl
in /opt/otrs/bin/cgi-bin

I don't believe there is an .htaccess file, and my Apache config is the standard one that came with the tarball... I can attach it if it might help.

Any suggestions on what I should change to resolve this? I have little enough into this install that I'm not against going to a different version if it's more stable.

Thanks for any help!

[crythias]

yet Index.pl works? You might want to clear cache, and/or check permissions again with OTRS:
OTRS_NAME="otrs"
OTRS_USER="otrs"
OTRS_GROUP="otrs"
WEBSERVER_USER="www-data"
WEBSERVER_GROUP="www-data"

bin/otrs.DeleteCache.pl
bin/otrs.SetPermissions.pl --otrs-user=${OTRS_USER} --otrs-group=${OTRS_GROUP} --web-user=${WEBSERVER_USER} --web-group=${WEBSERVER_GROUP}

[rustbucket]

set the permissions, cleared the cache, restarted Apache just for kicks, and it's still happening. Yeah, index.pl is working fine - weird, right?

root@helpdesk:/opt/otrs# bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs --web-user=www-data --web-group=www-data /opt/otrs/
bin/otrs.SetPermissions.pl <1.4> - set OTRS file permissions
Copyright (C) 2001-2010 xxx, http://otrs.org/
Setting permissions on /opt/otrs/
Setting permissions on /opt/otrs//var
Setting permissions on /opt/otrs//bin/*
Setting permissions on /opt/otrs//scripts/*.pl
Setting permissions on /opt/otrs//scripts/tools/*.pl
Setting permissions on Kernel/Config.pm
Setting owner rw and group ro permissions on /opt/otrs//
root@helpdesk:/opt/otrs#

[jojo]

please have a look in Aoache error log

[rustbucket]

Doesn't look like there's anything to see there... The errors that exist don't line up with the times I've created test tickets. I'm also attaching the access.log, for what it might be worth.

--------------------------
root@helpdesk:/var/log/apache2# cat error.log
[Sun Feb 06 06:50:52 2011] [notice] Apache/2.2.16 (Ubuntu) PHP/5.3.3-1ubuntu9.3 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations
[Sun Feb 06 12:15:47 2011] [error] [client 10.10.50.102] File does not exist: /var/www/favicon.ico
[Sun Feb 06 12:40:03 2011] [error] slurp_filename('/opt/otrs/bin/cgi-bin/admin.pl') / opening: (2) No such file or directory at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 541\n
[Sun Feb 06 12:40:09 2011] [error] slurp_filename('/opt/otrs/bin/cgi-bin/login.pl') / opening: (2) No such file or directory at /usr/lib/perl5/ModPerl/RegistryCooker.pm line 541\n
[Sun Feb 06 12:40:13 2011] [error] [client 10.10.50.102] File does not exist: /var/www/favicon.ico
[Sun Feb 06 14:18:19 2011] [notice] caught SIGTERM, shutting down
[Sun Feb 06 14:18:23 2011] [notice] Apache/2.2.16 (Ubuntu) PHP/5.3.3-1ubuntu9.3 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations
------------------------------------------

[rustbucket]

In an interesting development, I installed OTRS from scratch on a new install (Ubuntu 10.04 this time FWIW). I exported the settings from the SysConfig menu on the old one, imported them into the new one, tested, and everything worked fine.

So I edited the Config.pm file to enable LDAP auth, set up a few queues, edited the auto responses, added a couple of agents, etc, and now I'm having the problem again.

I'm going to try undoing my work one step at a time, and see if I can find the point of breakage.

[rustbucket]

Well, I finally gave up and reinstalled from scratch, taking it one step at a time and testing frequently. I ended up with a working ticket system, but I have no idea what went wrong in the first place.

I'd like to file a bug report, but I really don't know what went wrong...