OTRS installation on RHEL 8 - LinuxConfig.org

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1

OTRS is an open source service management solution used by many companies around the world. It's extensibility and ability to integrate with other systems no doubt add to it's popularity. Written in perl, this software will run on mostly anything, and it's low requirement on resources makes it ideal even for a small business to start ticketing, or standardize their internal processes.

This is a companion discussion topic for the original entry at https://linuxconfig.org/otrs-installation-on-redhat-8
2

Hi
Your description is great, thanks for this.
You mentioned that it works only for 6.0.14.
Can you explain the difference to the procedure for 6.0.15 ?
Or best would be to do it for 6.0.23, the latest one.
Thanks
Jaro

3

Hi Jaro,

Welcome to our forums, and sorry for the late reply. At the time this article was written, RHEL8 was beta, and had limited support, specifically OTRS 6.0.15 had compatibility issues. Time heals such wounds, and also brings new versions on both sides. I’ll look into the latest OTRS version, and report back to you.

Sandmann

4

I’m having that permission issue:

Internal Server Error
The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator at root@localhost to inform them of the time this error occurred, and the actions you performed just before this error.

More information about this error may be available in the server error log.

5

And with what information did the server log provided you? Can you please paste it here? thank you

6

Permission error, but the /opt/otrs folder has permission 0755 for otrs:apache.

id otrs => uid=1000(otrs) gid=1000(otrs) groups=1000(otrs),48(apache)

ERROR: OTRS-CGI-10 Perl: 5.26.3 OS: linux Time: Wed Dec 4 18:44:31 2019

** Message: mkdir /opt/otrs/var/tmp/CacheFileStorable: Permission denied at /opt/otrs/Kernel/System/Cache/FileStorable.pm line 87.**

** RemoteAddress: 192.168.10.102**
** RequestURI: /otrs/installer.pl**

** Traceback (7536): **
** Module: Kernel::Output::HTML::Layout::Template::Output Line: 205**
** Module: Kernel::Output::HTML::Layout::Error Line: 1060**
** Module: Kernel::Output::HTML::Layout::FatalError Line: 954**
** Module: Kernel::Output::HTML::Layout::Template::Output Line: 207**
** Module: Kernel::Output::HTML::Layout::Header Line: 1535**
** Module: Kernel::Modules::Installer::Run Line: 168**
** Module: Kernel::System::Web::InterfaceInstaller::Run Line: 128**
** Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_installer_2epl::handler Line: 37**
** Module: (eval) (v1.99) Line: 207**
** Module: ModPerl::RegistryCooker::run (v1.99) Line: 207**
** Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173**
** Module: ModPerl::Registry::handler (v1.99) Line: 32**

[Wed Dec 4 16:44:31 2019] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Output/HTML/Layout.pm line 954.
ERROR: OTRS-CGI-10 Perl: 5.26.3 OS: linux Time: Wed Dec 4 18:44:31 2019

** Message: Can’t create directory ‘/opt/otrs/var/httpd/htdocs/js/js-cache/’: Permission denied**

** RemoteAddress: 192.168.10.102**
** RequestURI: /otrs/installer.pl**

** Traceback (7536): **
** Module: Kernel::System::Loader::MinifyFiles Line: 94**
** Module: Kernel::Output::HTML::Layout::Loader::LoaderCreateJavaScriptTranslationData Line: 550**
** Module: Kernel::Output::HTML::Layout::Footer Line: 1554**
** Module: Kernel::Output::HTML::Layout::FatalError Line: 955**
** Module: Kernel::Output::HTML::Layout::Template::Output Line: 207**
** Module: Kernel::Output::HTML::Layout::Header Line: 1535**
** Module: Kernel::Modules::Installer::Run Line: 168**
** Module: Kernel::System::Web::InterfaceInstaller::Run Line: 128**
** Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_installer_2epl::handler Line: 37**
** Module: (eval) (v1.99) Line: 207**
** Module: ModPerl::RegistryCooker::run (v1.99) Line: 207**
** Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173**
** Module: ModPerl::Registry::handler (v1.99) Line: 32**

[Wed Dec 04 16:44:31.772480 2019] [:error] [pid 7536:tid 139631894963968] mkdir /opt/otrs/var/tmp/CacheFileStorable: Permission denied at /opt/otrs/Kernel/System/Cache/FileStorable.pm line 87.\n

7

Hi JamesFlavio,

What is the output of the following:

stat /opt/otrs

And:

stat /opt/otrs/var

Commands on your installation?

8

stat /opt/otrs

File: /opt/otrs -> /opt/otrs-6.0.24
Size: 16 Blocks: 0 IO Block: 4096 symbolic link
Device: fd00h/64768d Inode: 3949 Links: 1
Access: (0777/lrwxrwxrwx) Uid: ( 0/ root) Gid: ( 0/ root)
Context: system_u:object_r:usr_t:s0
Access: 2019-12-11 22:47:54.673209200 -0200
Modify: 2019-12-04 14:39:03.644810500 -0200
Change: 2019-12-04 14:39:13.572810500 -0200
Birth: -

stat /opt/otrs/var

File: /opt/otrs/var
Size: 180 Blocks: 0 IO Block: 4096 directory
Device: fd00h/64768d Inode: 2162115 Links: 13
Access: (2775/drwxrwsr-x) Uid: ( 1000/ otrs) Gid: ( 48/ apache)
Context: system_u:object_r:usr_t:s0
Access: 2019-12-04 16:24:19.571191600 -0200
Modify: 2019-12-04 14:34:26.000000000 -0200
Change: 2019-12-04 16:17:35.838191600 -0200
Birth: -

9

Okay, the first one is the symlink’s stats. Please also run:

stat /opt/otrs-6.0.24

And share the output with us.

I’d guess there will be the problem.

10

stat /opt/otrs-6.0.24

File: /opt/otrs-6.0.24
Size: 4096 Blocks: 8 IO Block: 4096 directory
Device: fd00h/64768d Inode: 34779675 Links: 9
Access: (0755/drwxr-xr-x) Uid: ( 1000/ otrs) Gid: ( 48/ apache)
Context: system_u:object_r:usr_t:s0
Access: 2019-12-04 16:24:19.570191600 -0200
Modify: 2019-12-04 14:34:25.000000000 -0200
Change: 2019-12-04 16:17:35.837191600 -0200
Birth: -

11

What are the stats of your/opt/otrs/var/tmp directory (in case it exists)?

12

stat /opt/otrs-6.0.24/var/tmp/

File: /opt/otrs-6.0.24/var/tmp/
Size: 31 Blocks: 0 IO Block: 4096 directory
Device: fd00h/64768d Inode: 102915030 Links: 3
Access: (2775/drwxrwsr-x) Uid: ( 1000/ otrs) Gid: ( 48/ apache)
Context: system_u:object_r:usr_t:s0
Access: 2019-12-04 18:09:26.486532800 -0200
Modify: 2019-12-04 17:22:58.981191600 -0200
Change: 2019-12-04 17:22:58.981191600 -0200
Birth: -

13

Do you have Selinux enabled on your system?

The command

# getenforce

Will tell if it is so (the output is enforcing if enabled), and you can set it to permissive with

# setenforce 0

To see if that is the problem.

14

stat /opt/otrs/var/tmp
File: /opt/otrs/var/tmp
Size: 31 Blocks: 0 IO Block: 4096 directory
Device: fd00h/64768d Inode: 102915030 Links: 3
Access: (2775/drwxrwsr-x) Uid: ( 1000/ otrs) Gid: ( 48/ apache)
Context: system_u:object_r:usr_t:s0
Access: 2020-01-16 01:48:22.683649200 -0300
Modify: 2019-12-04 16:22:58.981191600 -0300
Change: 2019-12-04 16:22:58.981191600 -0300
Birth: -

15

Strange. Let’s try a workaround.

Create the directory as root:

# mkdir -p /opt/otrs/var/tmp/CacheFileStorable

And give the ownership to otrs user:

# chown -R otrs:otrs /opt/otrs/var/tmp/CacheFileStorable

Also, did you perform step 9 of the tutorial, and it completed without errors?

16

Done. But the error continues.

17

Do you have selinux enabled?