(solved)500 server error after switch to FS

[ju88a]

Hi

I have just moved servers, I backed up db and imported from old server. File storage was set in old server. After install new server was working fine, I noticed that file storage was set to database in new server changed to file store and system crashed. I reset otrs to defaults and tried again same problem.

Any ideas how to fix please or why this is occurring?

Many Thanks

[wurzel]

Hi,

without logfiles - no chance.

I think, it is a file permission problem. But it could be a Windows Issue, or a webserver or whatever...
more information about your system, please

Flo

[ju88a]

Ok CENTOS new system was setup as a slave/rep and was working perfectly on both systems. System has LDAP changes other than that no other system changes from default. OTRS 3.3.5. HHTPS logs shows error:

Kernel/Config.pm did not return a true value at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 15.
[Wed Jun 18 14:21:26 2014] [error] [client 172.23.26.50] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 15.
[Wed Jun 18 14:21:26 2014] [error] [client 172.23.26.50] Compilation failed in require at /opt/otrs/bin/cgi-bin/index.pl line 35.
[Wed Jun 18 14:21:26 2014] [error] [client 172.23.26.50] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 35.
[Wed Jun 18 14:21:26 2014] [error] [client 172.23.26.50] Premature end of script headers: index.pl

As before this only occurred when in sysconfig I change to file storage from database.

Thanks for your help

[wurzel]

Hi,

mhh the first thing that comes to my mind is, that SELINUX is enabled?

But I don't know Anything in otrs log?

Flo

[ju88a]

no selinux is disabled. Thanks for suggestion. Any other help or ideas please?
thanks

[crythias]

Otrs version?
Apache error.log tells why 500 error

[ju88a]

Hi

OTRS version 3.3.5. I installed OTRS on two servers one was a test server and in production the other was to go live. They are identical servers, exact same versions of otrs. Both were running in tests. I copied database from old server to new, everything worked. When I go to change filestorage from DB to FS this is when OTRS crashes and I get internal server error 500. Old server is set to FS as we use OTRS fro customers sending ID photos so DB is no good. I have no idea why this is happening when I switch to FS. Logs just show :

[Fri Jun 27 07:45:19 2014] [error] [client 172.23.26.50] mkdir /opt/otrs/var/article/2014/06/27: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Ticket/ArticleStorageFS.pm line 41
[Fri Jun 27 07:45:19 2014] [error] [client 172.23.26.50] Premature end of script headers: index.pl
[Fri Jun 27 07:45:22 2014] [error] [client 172.23.26.50] mkdir /opt/otrs/var/article/2014/06/27: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Ticket/ArticleStorageFS.pm line 41
[Fri Jun 27 07:45:22 2014] [error] [client 172.23.26.50] Premature end of script headers: index.pl

Any help please.
Thank you

[jojo]

mkdir /opt/otrs/var/article/2014/06/27: Permission denied


check permissions

[Giulio Soleni]

As jojo and others suggested it seems a permission problem.

Stop all relevant services, rebuild config, cleanup caches and reset permissions as well...

Try the following stop-start sequence:

Login as root.

service otrs stop
/opt/otrs/bin/otrs.Scheduler.pl -a stop --force
service crond stop
service httpd stop
su - otrs (you may need to temporary edit /etc/passwd to switch otrs user)
/opt/otrs/bin/otrs.RebuildConfig.pl
/opt/otrs/bin/otrs.LoaderCache.pl -o delete
/opt/otrs/bin/otrs.DeleteCache.pl
/opt/otrs/bin/otrs.DeleteSessionIDs.pl --all
exit (back to root)
/opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache /opt/otrs

service httpd start
service crond start
service otrs start

[ju88a]

Thank you very much it was file permissions on folders due to group and owner permissions.