OTRS attemps to download index.pl or customer.pl

[eandrex]

Hi, sometimes, when i tried to log in into administration panel, "otrs" asks for download index.pl. same for login as customer, but it downloads customer.pl instead..

in order to "get it fixed" i have to restart apache every time it happens...i have read many topics about this issue, but they are related about email config, but they are ok on my server.

By the way i am running otrs 3.1.11/itsm 3.1.6, mysql.

and this is my error log(i had to change its extension to .txt in order to add it as attachment)

pd(i havent edited any perf file, only dtls..)

[eandrex]

Hi, i have found another info about this issue(seems to be a bug)

I solved this problem by disabling mod_perl and using only fastcgi. That is, my
old apache config file looked like this:

# --
# added for OTRS (http://otrs.org/)
# $Id: apache2-httpd.include.conf,v 1.18 2010/10/11 16:16:11 martin Exp $
# --

# agent, admin and customer frontend
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

# if mod_perl is used
<IfModule mod_perl.c>

# load all otrs modules
Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl

# Apache::Reload - Reload Perl Modules when Changed on Disk
PerlModule Apache2::Reload
PerlInitHandler Apache2::Reload
PerlModule Apache2::RequestRec

# set mod_perl2 options
<Location /otrs>
ErrorDocument 403 /otrs/index.pl
ErrorDocument 404 /otrs/index.pl
SetHandler perl-script
PerlResponseHandler ModPerl::Registry
Options +ExecCGI
PerlOptions +ParseHeaders
PerlOptions +SetupEnv
Order allow,deny
Allow from all
#LogFormat "%h %l %u %t \"%r\" %>s %b" common
#CustomLog otrs/otrs common
#ErrorLog syslog:user
</Location>

</IfModule>

# directory settings
<Directory "/opt/otrs/bin/cgi-bin/">
AllowOverride None
Options +ExecCGI -Includes
Order allow,deny
Allow from all
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
AllowOverride None
Order allow,deny
Allow from all
</Directory>

<IfModule mod_headers.c>
<Directory "/opt/otrs/var/httpd/htdocs/skins/*/*/css-cache">
<FilesMatch "\.(css|CSS)$">
Header set Cache-Control "max-age=2592000 must-revalidate"
</FilesMatch>
</Directory>

<Directory "/opt/otrs/var/httpd/htdocs/js_new/js-cache">
<FilesMatch "\.(js|JS)$">
Header set Cache-Control "max-age=2592000 must-revalidate"
</FilesMatch>
</Directory>
</IfModule>


And my new config file looks like this (removed all the mod_perl section):

# --
# added for OTRS (http://otrs.org/)
# $Id: apache2-httpd.include.conf,v 1.18 2010/10/11 16:16:11 martin Exp $
# --

# agent, admin and customer frontend
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

# directory settings
<Directory "/opt/otrs/bin/cgi-bin/">
AllowOverride None
Options +ExecCGI -Includes
Order allow,deny
Allow from all
</Directory>
<Directory "/opt/otrs/var/httpd/htdocs/">
AllowOverride None
Order allow,deny
Allow from all
</Directory>

<IfModule mod_headers.c>
<Directory "/opt/otrs/var/httpd/htdocs/skins/*/*/css-cache">
<FilesMatch "\.(css|CSS)$">
Header set Cache-Control "max-age=2592000 must-revalidate"
</FilesMatch>
</Directory>

<Directory "/opt/otrs/var/httpd/htdocs/js_new/js-cache">
<FilesMatch "\.(js|JS)$">
Header set Cache-Control "max-age=2592000 must-revalidate"
</FilesMatch>
</Directory>
</IfModule>

OTRS is working pretty sweet now :_) yay!

so i decided to do those changes to my apache2-httpd.include.conf file(opt/otrs/scripts)
my doubts are:
by doing this, i enabled "FASTCGI"? do i have to do something else to apache apply those updates? thank you

[nurgle]

I am also experiencing the same problem. On Chrome I just get a while screen and on Internet Explorer I get prompt to download the .pl files.

[Mon Feb 4 09:29:11 2013] -e: print() on closed filehandle LOG at /usr/share/otrs//Kernel/Output/HTML/Layout.pm line 1690.

Is written to apache error.log

I am using Ubuntu 12.04. I can't disable mod_perl and when I do it seems to break other sites hosted on the server.

I've read through http://bugs.otrs.org/show_bug.cgi?id=5338 and other forum posts but I'm desperate for a solution.

Thanks,

David

[crythias]

It does this when it can't send email notifications.

[nurgle]

It does this when it can't send email notifications.

This is a new install, I've successfully tested inbound and outbound email from OTRS. It just happens randomly while browsing.

[crythias]

k. what about otrs log?

[crythias]

eandrex's issue seems to be tickets where a user on a ticket has been deleted or renamed.

Code: Select all

[Tue Jan 22 14:13:42 2013] [error] [client 192.168.220.30] File does not exist: /opt/otrs/var/httpd/htdocs/favicon.ico
ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Jan 22 14:14:31 2013

 Message: No UserID found for 'jorge'!

 Traceback (23903): 
   Module: Kernel::System::User::UserLookup (v1.121) Line: 797
   Module: Kernel::System::Auth::Auth (v1.56) Line: 244
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 204
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
   Module: (eval) (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

[Tue Jan 22 14:14:31 2013] -e: print() on closed filehandle LOG at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1643.
ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Jan 22 14:14:35 2013

 Message: No UserID found for 'jorge'!

 Traceback (23904): 
   Module: Kernel::System::User::UserLookup (v1.121) Line: 797
   Module: Kernel::System::Auth::Auth (v1.56) Line: 244
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 204
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
   Module: (eval) (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

and 
ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Jan 22 15:40:32 2013

 Message: Need User or UserID!

 Traceback (23907): 
   Module: Kernel::System::User::GetUserData (v1.121) Line: 155
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 489
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
   Module: (eval) (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

And then:

Code: Select all

 Message: Module GD.pm not found!

 Traceback (1675): 
   Module: Kernel::Modules::AgentStats::Run (v1.124) Line: 1407
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
   Module: (eval) (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Tue Jan 22 15:56:25 2013

 Message: Module GD/Graph.pm not found!

 Traceback (1675): 
   Module: Kernel::Modules::AgentStats::Run (v1.124) Line: 1407
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
   Module: (eval) (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

Which means what it says. Check modules. Install what's required.

There are other things that may be relevant, but
[Thu Jan 24 16:38:17 2013] -e: print() on closed filehandle LOG at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1643.
viewtopic.php?f=62&t=4501

[crythias]

@nurgle: Create your own topic and reference this one. Also, please provide more information about what doesn't work. Logs, etc will be helpful.

[nurgle]

I've managed to get it working reliably now by disabling mod_perl as per earlier post and http://bugs.otrs.org/show_bug.cgi?id=5338

Thanks