Can't Access OTRS From External Network

[DukeOfAwesome]

Hi,

We have just setup our OTRS on a VMWare CentOS 6.4 VM. Everything works well from inside our internal network, but when we try to access any part of OTRS, admin or customer, we can't get the site to load from anywhere outside of our LAN. Is there something we are missing?

Our configuration listens on port 8118 because we are already using port 80. The firewall has port 8118 open and is pointing to the VM. This has been checked using www.yougetsignal.com/tools/open-ports/ and it checks out fine.

The URLS are:

http://<our_fqdn_url>:8118/otrs/customer.pl
http://<our_fqdn_url>:8118/otrs/index.pl

What have we missed?

Thanks in advance...

Duke

[crythias]

name based virtualhost not listening on the ip address:port that's the inbound port forward on your firewall?

[DukeOfAwesome]

name based virtualhost not listening on the ip address:port that's the inbound port forward on your firewall?

Hi Cynthias,

I haven't setup a virtual host at all. Do I need to? Also, how do I setup a virtual host?

Thanks

Duke

[crythias]

I haven't setup a virtual host at all. Do I need to? Also, how do I setup a virtual host?

You don't need to set up a VirtualHost if you have not.

The summary of the answer is not really relevant to OTRS, but your network, or apache config.

The key is that http://www.somerealdomain.com:8118 points to your external firewall, and that passes through to your web browser config.

If you could check your firewall logs to verify the traffic, and then your apache or IIS logs to verify receipt of traffic, you'd be asking a different type of question based upon that result, or you wouldn't be asking the question at all, because the connection would just work.

So the first part is to make sure the network connectivity works and that the httpd/apache2 access.logs seem to reflect a connection. error.log will tell you if it's not going anywhere.

Unfortunately, that's the best you're going to get with "We can't get the site to load".

[DukeOfAwesome]

I feel like an idiot. I forgot to point our DNS settings to the new IP.

One final question, how do you save customers having to type the full URL in and just type in http://oururl:8118 and it automatically redirects to http://oururl:8118/otrs/customer.pl ?

Thanks for all your help.

Duke

[DukeOfAwesome]

Hi,

I've created one that seems to work, but would just like to run it past you to make sure it doesn't cause issues down the track:

<VirtualHost *:8118>
ServerName <oururl>:8118
ServerAdmin support@<oururl>
RedirectMatch ^/$ http://<oururl>:8118/otrs/customer.pl
</VirtualHost>

Is this OK or should I make some changes?

Thanks

Duke

[crythias]

Is this OK or should I make some changes?

If it works, you don't have to make changes... If it doesn't, I'd say drop a redirect file in the documentroot.