Problem installing otrs-3.2.7 on Ubuntu Server 12.04.2 LTS

[yfdsy]

Hi Experts:
I am recently installing OTRS(otrs-3.2.7) on my ubuntu server(Ubuntu Server 12.04.2 LTS), by mainly referring to following guides:
http://vladon.com/installing-otrs-on...ver-12-10-x64/
http://wiki.otterhub.org/index.php?t...id_Lynx_(10.4)

But I met a issue at stage "Web server configuration", while all steps before this seems to work fine:
cp /opt/otrs/scripts/apache2-httpd.include.conf
/etc/apache2/conf.d/otrs.conf service apache2 restart
After otrs.conf copy done, the apache2 can NOT start any more.
It will prompt below error message:

* Restarting web server apache2... waiting Action 'start' failed.
The Apache error log may have more information. [fail]

And apache2 error log as below:
[Wed Jun 05 00:08:37 2013] [error] Insecure dependency in require while running with -T switch at /opt/otrs//Kernel/Config/Defaults.pm line 34.
BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 34.
Compilation failed in require at /opt/otrs//Kernel/Config.pm line 103.
BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 103.
Compilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 68.
BEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 68.
Compilation failed in require at (eval 2) line 1.
[Wed Jun 05 00:08:37 2013] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server localhost:0, exiting...


If I delete my coped otrs.conf from /etc/apache2/conf.d, then apache2 can restart correctly.

Can any one give some advice on this issue?

Waiting for your input and thanks in advance!

Best Regards
Davis

[wurzel]

Hi,

sounds like you have changed Defaults.pm or errors in your Config.pm

And there may be perl issues. All needed perl modules are installed?

Flo

[yfdsy]

Thanks Flo:
I did NOT modify Defaults.pm and Config.pm.

I've checked necessary modules by following:
./otrs.CheckModules.pl | grep 'Not'
o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)
o DBD::Pg..........................Not installed! (optional - Required to connect to a PostgreSQL database.)

Also, I've tried update perl, but nothing need upgrade:
sudo apt-get update && sudo apt-get install perl
Fetched 2,253 kB in 7s (304 kB/s)
Reading package lists... Done
Reading package lists... Done
Building dependency tree
Reading state information... Done
perl is already the newest version.
0 upgraded, 0 newly installed, 0 to remove and 24 not upgraded.

Is there any other hints to solve this?

Best Regards
Davis

[wurzel]

Hi,

mhh strange...
I'll check this on a new installation today.

flo

[wurzel]

Hi,

installed new Ubuntu 12.04 2 Server.

Followed the instructions from the wiki.

I did not copy the file, but a ln -s

Code: Select all

ln -s /opt/otrs/scripts/apache2-httpd.include.conf otrs.conf

runs fine.

Florian

[yfdsy]

Thanks Flo:
I tired your "ln -s", but the same result happens to me.
Also I tried clean up all otrs related files and re-install otrs, but issue still exists.

Are there any configuration file or settings to check what is wrong with my installation or system configuration?

Best Regards
Davis

[wurzel]

Hi,

mhh that is strange. Can you disable your mod_perl?

Or: rename your ../conf.d/otrs.conf to a zotrs.conf ?

sorry, I don't know much more

Flo

[crythias]

Take a look at line 34 in your Kernel/Config/Defaults.pm and determine what it says/needs
Read the entire INSTALL.md file that came with the download.
Note the section on dependencies, cpan required modules, etc.

[yfdsy]

Hi:
I've got some new findings on this issue:
The apache server can restart correctly if I remove "Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl" from otrs.conf.
But I will met "500 Internal Server Error" issue when I access "http://<ip address>/otrs/installer.pl", and apache error log has following:
[Fri Jun 14 22:28:44 2013] [error] Insecure dependency in require while running with -T switch at /opt/otrs/bin/cgi-bin/installer.pl line 35.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 35.\n

Looks like some perl modues can NOT start corretly.

What is your further advice for this issue?

Thanks & Regards
Davis

[crythias]

did you run setpermissions?

Code: Select all

bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=www-data --otrs-group=www-data --web-group=www-data /opt/otrs

[yfdsy]

Yes, Crythias, that had been done successfully before restarting the apache server.
And I double tried, but still "Internal Server Error" occurs.

Thanks
Davis

[crythias]

the error appears to be related to running the code as a user or group not authorized. I can't give you more information than that, and I've not encountered this on several installations on ubuntu 12.x.

[wurzel]

Hi,

did you run setpermissions?

Code: Select all

bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=www-data --otrs-group=www-data --web-group=www-data /opt/otrs

do you have a symbolic link? the otrs.SetPermissions.pl does not work with symbolic links. Use complete path.

Florian

[yfdsy]

No, I didn't use symbolic link.

Thanks
Davis

[donmiyagi]

Davis,

I've done the install of otrs-3.2.1 and otrs-3.2.7 on Ubuntu Server 10.04/12.04 multiple times without a problem. Here are the steps I follow (using postgres db):

1. Open a root shell: sudo su
2. Change directory to opt: cd /opt
3. Download OTRS 3.1: wget http://ftp.otrs.org/pub/otrs/otrs-3.2.1.tar.gz
Download OTRS 3.2: wget http://ftp.otrs.org/pub/otrs/otrs-3.2.7.tar.gz
4. Extract the “tar ball”: tar -xvzf otrs*
5. Move the contents of extracted file to otrs folder (basically a rename): mv otrs-x.x.x otrs
6. Change directory to opt: cd /opt/otrs
7. Run the following script to find an overview of all installed and requried cpan modules:
    perl /opt/otrs/bin/otrs.CheckModules.pl
NOTE: My instructions will load the database module for Postgres you will need to modify apt-get install libdbd-pg-perl (not-verified) for mysql, mssql, and oracle.
8. Install all the missing Perl modules: apt-get install libcrypt-ssleay-perl && apt-get install  libdbi-perl && apt-get install libdbd-pg-perl && apt-get install libgd-text-perl && apt-get install libjson-xs-perl && apt-get liblwp-useragent-determined-perl && apt-get install libmail-imapclient-perl && apt-get install libapache2-mod-perl2 && apt-get install libnet-nslookup-perl && apt-get install libnet-ldap-perl && apt-get install libpdf-api2-perl && apt-get install libtext-csv-xs-perl && apt-get install libxml-parser-perl && apt-get install libyaml-libyaml-perl
9. Double check all the Perl modules: perl /opt/otrs/bin/otrs.CheckModules.pl
10. Create OTRS User: useradd -d /opt/otrs/ -c 'OTRS user' otrs
11. Add OTRS user to the webserver group: usermod -g www-data otrs
12. Prepare the OTRS configuration files:
    cd /opt/otrs/Kernel
    cp Config.pm.dist Config.pm
    cp Config/GenericAgent.pm.dist Config/GenericAgent.pm
13. Prepare permissions on the webserver:
    cd /opt/otrs
    bin/otrs.SetPermissions.pl –otrs-user=otrs –otrs-group=otrs –web-user=www-data –web-group=www-data /opt/otrs
14 Add the bundled default config file for Apache:
    cp /opt/otrs/scripts/apache2-httpd.include.conf /etc/apache2/conf.d/otrs.conf
    service apache2 restart
15. Modify these lines in this file: /etc/apache2/envvars
  export APACHE_RUN_USER=otrs
  export APACHE_RUN-GROUP=otrs

At this point you would manually setup the Postgres database OR go to http://localhost to finish the setup with OTRS. Dont forget to restart apache: service apache2 restart

Again, I've used these steps multiple times. My resource has only been using the README file contained within the OTRS tarball.