How to Configure Server for iPhone App

saimike · Post by **saimike** » 05 Jun 2012, 15:26

I'm new to OTRS and am trying to figure out what I'm doing wrong with my server/iphone application.

I'm able to follow the pdf (under support docs http://www.otrs.com/fileadmin/mediafile ... nf-ENG.pdf ) and connect to the demo site, but when I point to http://helpdesk.mycompanyname.com/otrs/json/pl (where http://helpdesk.mycompanyname.com is my normal web front end) and I try to login, I get the following:
Initializing account
Initialization error
During initialization of the account the following error has occurred:
Failed to execute request on the OTRS server. Received an unexpected response:

<!DOCTYPE HTML PUBLIC "-//IETF//DTD HTL 2.0//EN">
<html><head><title>404 Not Found</title>
</head></body><h1>Not Found</h1><p>The requested URL /otrs/json.pl was not found on this server.</p>
</body></html>

Please check the account data and your internet connection or contact your administrator for assistance."

I am able to browse to http://helpdesk.mycompanyname.com from my phone and log in using the credentials I'm using in the app configuration page.

I've been unable to find anything on the server side requirements.

Can anyone help?

jojo · Post by **jojo** » 05 Jun 2012, 15:31

did you install the iPhone Plugin via Package manager?

kbuchanan · Post by **kbuchanan** » 11 Jul 2012, 03:42

I am having the same problem...and (yes) I have the iPhone app module installed.

J0hNNY · Post by **J0hNNY** » 11 Jul 2012, 21:38

Are you using the URL correctly?

http(s)://<FQDN>/<ScriptAlias>/json.pl

I saw in your post that you are using "json/pl" instead "json.pl"

kbuchanan · Post by **kbuchanan** » 21 Jul 2012, 15:15

Sorry about that...I am using json.pl

Still not working.

kbuchanan · Post by **kbuchanan** » 29 Jul 2012, 03:17

Anyone here in otterhub-land that has a clue about this error?? I have un-installed, re-ininstalled, restarted the server, stood on my head, crossed my fingers, and rubbed a rabbit's foot.

None of these things work!!

kbuchanan · Post by **kbuchanan** » 29 Jul 2012, 05:25

I found the problem.

I have my OTRS configuration setup for pass-through authentication with Active Directory. The Apache http.conf file is requesting the iPhone App for credentials...of course, it doesn't know how to respond - so it is given a 401 error by the server.

If I disable SSO, then it works. But - I am not going to remove SSO just for iPhone App.

...too bad. Maybe whomever created it will wise up and add the ability to handle the SSO.

Post by **crythias** » 29 Jul 2012, 05:59

You could potentially add another auth backend direct to ldap/Active Directory.

kbuchanan · Post by **kbuchanan** » 29 Jul 2012, 14:10

It isn't the auth source in OTRS that is causing the problem. when SSO is enabled, the web server has to query the client for the credentials. I believe that is the problem. Apache is querying the iPhone app for the SSO credentials and the app isn't supplying the credentials.

I can disable the SSO in the Apache http.conf file, and the iPhone app will work. It isn't the auth source....I set the auth source to use OTRS, and the iPhone app worked. But as soon as SSO is anabled it breaks.

Another proof. Is that the apache log file shows a 401 error, which means the client isn't authenticated. The iPhone app file json. pl is in the same folder structure as the other OTRS web files. apache is protecting them be requiring the. Lient to authenticate BEFORE the iphone app can access the json.pl file.

I hope that makes sense. Thanks for your help!!

Post by **crythias** » 29 Jul 2012, 17:47

set apache to ignore sso for json.pl http://httpd.apache.org/docs/2.2/sectio ... filesystem
among other ways, put json.pl in a Files Directive within the Directory Directive.

<Directory /otrs/path/containing/index.pl>
#stuff not replicated in this forum post. Still include it.

Code: Select all

<Files "json.pl">
AuthType None
Require all granted
Satisfy Any
</Files>

</Directory>

kbuchanan · Post by **kbuchanan** » 31 Jul 2012, 07:10

Thanks - that does correct the Apache configuration. But - the OTRS configuration is blowing up:
$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';

When I include the above line in Config.pm, the browser will auto-login. But - the iPhone App will not work. I can disable SSO in OTRS (remove/comment-out the above line) and the iPhone App works just fine. So - it appears that SSO and iPhone App is mutually exclusive.

Unless of course, you had an suggestion that I just can't see.

I just want to give you credit - I have been ready SO many of these forum items, and you have contributed an incredible amount of knowledge about OTRS. Thanks!

Post by **crythias** » 31 Jul 2012, 13:49

kbuchanan wrote:Thanks - that does correct the Apache configuration. But - the OTRS configuration is blowing up:
$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';

Of course it is, which is why I posted the additional backend post earlier. Just append an index number to your Current AuthModule configs.
$Self->{'AuthModule1'} = 'Kernel::System::Auth::HTTPBasicAuth';[/quote]
the index number goes at the END of EVERY AuthModule::Component::Entry1 for HTTPBasicAuth.
Then this will work on "DB" (default, in Defaults.pm) as well as HTTPBasicAuth, because DB in Defaults.pm has an index of "" and HTTPBasicAuth has an index of 1. It doesn't have to match your User connection index.

kbuchanan · Post by **kbuchanan** » 31 Jul 2012, 14:11

I understood your post. I tried it with the local database, and that did work. However, when I created a copy of the LDAP connection information, I appended a 2 to all of those connections strings, And it would not allow an LDAP user to authenticate with the iPhone app.

I will review my code, and test again. Thanks for your advice.

Post by **crythias** » 31 Jul 2012, 14:25

kbuchanan wrote:it would not allow an LDAP user to authenticate with the iPhone app.

This, also, I would understand, if for some reason you don't have ldap users as Agents.
Does ldap work through index.pl? Is there a way to try it?
What about the otrs logs? I'm guessing you'll have either:
First bind failed (bad search user/pw credentials)
or something related to can't find userID.

gbil · Post by **gbil** » 01 May 2013, 11:32

It's an old thread but I hit the same issue yesterday and just wanted to add my 2 cents.

Settig json.pl with authtype none worked for the first part but then I hit the same issue with the SSO.

I've solved it by using as the first AuthModule the HTTPBasicAuth for SSO and then creating a second authmodule AuthModule2 with LDAP authentication.

So when the mobile client fails the SSO authentication it turns to the second LDAP authention and works fine.

ukash · Post by **ukash** » 13 May 2013, 17:02

thanks alot i do it its work i use iphone5 and i try it but sometimes its not open close and again open its fix

thanks..

monica · Post by **monica** » 04 Jun 2013, 13:17

gbil wrote:It's an old thread but I hit the same issue yesterday and just wanted to add my 2 cents.

Settig json.pl with authtype none worked for the first part but then I hit the same issue with the SSO.

I've solved it by using as the first AuthModule the HTTPBasicAuth for SSO and then creating a second authmodule AuthModule2 with LDAP authentication.

So when the mobile client fails the SSO authentication it turns to the second LDAP authention and works fine.

Can you show your conf file. pleeeeeeeeeeeeease

monica · Post by **monica** » 05 Jun 2013, 16:26

It's work)

epeter6159k · Post by **epeter6159k** » 25 Jun 2013, 01:19

can you share your fix for this? I am running into the same problem and would like to restore the Iphone app usage for my admins.

ashley420 · Post by **ashley420** » 12 Dec 2013, 14:43

Here is what worked for me

Config.pm

Code: Select all

   $Self->{'AuthModule1'}='Kernel::System::Auth::LDAP';
   $Self->{'AuthModule::LDAP::Host1'}='x.x.x.x';
   $Self->{'AuthModule::LDAP::BaseDN1'}='DC=DOMAIN,DC=local';
   $Self->{'AuthModule::LDAP::UID1'}='sAMAccountName';

   $Self->{'AuthModule::LDAP::SearchUserDN1'}='CN=Bind user,OU=Bind OU,dc=Domain,dc=local';
   $Self->{'AuthModule::LDAP::SearchUserPw1'}='bindpassword';

   $Self->{'AuthModule::LDAP::AlwaysFilter1'} = '(objectclass=user)';
   $Self->{'AuthModule::LDAP::GroupDN1'} = 'CN=Agents Group,OU=Agents OU,DC=Domain,DC=local';
   $Self->{'AuthModule::LDAP::AccessAttr1'} = 'member';
   $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
   $Self->{'AuthModule3'} = 'Kernel::System::Auth::LDAP';

httpd.conf

Code: Select all

<Directory /opt/otrs/bin/cgi-bin>
	<Files "json.pl">
	AuthType None
	Require all granted
	Satisfy Any
	</Files>
</Directory>

Hope this helps!

dcb · Post by **dcb** » 18 May 2015, 03:25

Hello All.
Excuse me to come up w/ this again, but, I still can't make my cell phone OTRS Mobile app to work.

One other question: do I have the option to give my clients access to its tickets (create,modify,close) thru OTRS Mobile, or only for attendants?

Regards,
Fabio

Znuny Open Source Ticketsystem

How to Configure Server for iPhone App

How to Configure Server for iPhone App

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Re: How to Configure Server for iPhone App

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Re: How to Configure Server for iPhone App

Re: How to Configure Server for iPhone App

Re: How to Configure Server for iPhone App

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