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jacob · Site Admin Joined: 16 Mar 2006 Posts: 73 Location: USA

HowTo Install Request-Tracker 3.4 on Ubuntu Breezy 5.10

"RT is an enterprise-grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users."
-- http://bestpractical.com/rt/

This HowTo will explain how to install request-tracker on a clean Ubuntu Server install.
It is tested on Ubuntu Breezy 5.10 and mite work with slight modifications on other versions or Debian based distros.
I create a root user as apposed to using sudo, just because i am used to it but you may add sudo in front of the commands if you prefer the sudo security default method of Ubuntu.

To activate the root user:

jacob · Site Admin Joined: 16 Mar 2006 Posts: 73 Location: USA

If your going to route different emails to different queues based on domains then you might just find this "Scrip" useful.
Scrip - is a terminology used in Request-Tracker to basically create an automatic rule based on a condition.

1. Make sure the system group "Everyone" has the following permissions on the General Queue:
* CreateTicket
* Comment on Ticket
* Reply on Ticket
2. Create a Scrip on the "General" queue using the parameters below.

#######################################
Description: Scrip Description
Condition: On Create
Action: User Defined
Template: Global Template Blank
Stage: TransactionCreate
Custom action preparation code: 1;

Custom action cleanup code:

Teresa · Guest

Hi, I am trying to configure Apache2 but I obtain the following error:

>sudo ./apache2 force-reload
* Forcing reload of web server (Apache2)... [Wed May 24 18:12:07 2006] [warn] module perl_module is already loaded, skipping

Can you help me?
Thanks a lot!
Cheers

jacob · Site Admin Joined: 16 Mar 2006 Posts: 73 Location: USA

zer0hmz · Joined: 28 Jun 2006 Posts: 1

Jacob,
I wanted to take a moment to say 'Thank you'. Thank you for putting out such a simple and easy to follow tutorial on how to install RT. I have spent A LOT of time trying to get it to work following the wiki on their board which points to FastCGI, I changed a couple of things to run what you suggested ( libapache2-mod-perl2 ) and it worked right away (at least the page is loading).

Again, thanks again for taking the time to put this up. Its gonna help a lot of people out there! You may even want to send it to Best Practical so they can update their Wiki.

Thanks man.

julseb · Joined: 24 Aug 2006 Posts: 3

nice HOW to idd but i did all things as u said except im using mysql but i created db, and did all other things u said but i got this error again:

jacob · Site Admin Joined: 16 Mar 2006 Posts: 73 Location: USA

julseb · Joined: 24 Aug 2006 Posts: 3

jacob · Site Admin Joined: 16 Mar 2006 Posts: 73 Location: USA

Well...
At this point, I would recommend trying to rule out the basics...
Is your server listening on port 80?

julseb · Joined: 24 Aug 2006 Posts: 3

i did this install on Debian with apache2 and work successfully. Dunno why not work correctly on breezy cuz i have any error in log.

i'll search later why bugged on breezy, i'll try at first on Debian.

Acki · Joined: 12 Sep 2006 Posts: 3

Hi Jacob,

I have followed all the instaruction mentioned above discussion on debian but apache server stops starting.

when i do /etc/init.d/apache2 restart it savs to me

Forcing reload of web server: Apache2grep: /etc/apache2/mods-enabled/rewrite.load: Too many levels of symbolic links
... failed!
You may still have some apache2 processes running. There are
processes named 'apache2' which do not match your pid file,
and in the name of safety, we've left them alone. Please review
the situation by hand.
apache2: could not open document config file /etc/apache2/mods-enabled/rewrite.load

or same thing on /etc/init.d/apache2 force-reload

when i checked netstat -tap |grep LIST

it says following

dimond:~# netstat -tap |grep LIST
tcp 0 0 *:whois *:* LISTEN 1928/inetd
tcp 0 0 *:www *:* LISTEN 2127/apache
tcp 0 0 *:postgresql *:* LISTEN 2099/postmaster
tcp 0 0 *:smtp *:* LISTEN 2021/master
tcp6 0 0 *:ssh *:* LISTEN 2114/sshd
tcp6 0 0 *:postgresql *:* LISTEN 2099/postmaster
tcp6 0 0 *:smtp *:* LISTEN 2021/master

http://localhost is showing default page

http://localhost/rt is showing

The page cannot be found
The page you are looking for might have been removed, had its name changed, or is temporarily unavailable.

i checked logs but both of the following files are empty
tail /var/log/apache2/access.log
tail /var/log/apache2/error.log

Please Suggest me in this regard

Thanks in advance
Acki

jacob · Site Admin Joined: 16 Mar 2006 Posts: 73 Location: USA

Hi Acki,
It seems from your description, that you have some other program using apache2...

Is this a fresh Debian install?
What version of Debian is it?

Hack 1:

Acki · Joined: 12 Sep 2006 Posts: 3

Hi Jacob
Thanks for your reply, Here are the answers of the queries u asked.

>Is this a fresh Debian install?
yes this is a fresh install

>What version of Debian is it?
2.6.8-2-386 is the version of this install.

>tail -f /var/log/apache2/access.log /var/log/apache2/error.log

Both of these files are still empty.

dimond:~# ps aux |grep -i apache
root 2124 0.0 0.8 6940 4356 ? S 08:55 0:00 /usr/sbin/apache
www-data 2127 0.0 0.8 6940 4352 ? S 08:55 0:00 /usr/sbin/apache
www-data 2128 0.0 0.8 6940 4352 ? S 08:55 0:00 /usr/sbin/apache
www-data 2129 0.0 0.8 6940 4352 ? S 08:55 0:00 /usr/sbin/apache
www-data 2130 0.0 0.8 6940 4352 ? S 08:55 0:00 /usr/sbin/apache
www-data 2131 0.0 0.8 6940 4352 ? S 08:55 0:00 /usr/sbin/apache

dimond:~# killall -9 2124
2124: no process killed
dimond:~# killall -9 2127
2127: no process killed
dimond:~# killall -9 2128
2128: no process killed
dimond:~# killall -9 2129
2129: no process killed
dimond:~# killall -9 2130
2130: no process killed

> /etc/init.d/apache2 start

Starting web server: Apache2Syntax error on line 16 of /etc/request-tracker3.4/apache2-modperl2.conf:
Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server configuration

>If all this still doesn't help, then paste you conf files and we will go from there

NameVirtualHost *:80
<VirtualHost *:80>
ServerAdmin webmaster@localhost

DocumentRoot /var/www/
<Directory />
Options FollowSymLinks
AllowOverride None
</Directory>
<Directory /var/www/>
Options Indexes FollowSymLinks MultiViews
AllowOverride None
Order allow,deny
allow from all
# This directive allows us to have apache2's default start page
# in /apache2-default/, but still have / go to the right place
#RedirectMatch ^/$ /apache2-default/
</Directory>

ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/
<Directory "/usr/lib/cgi-bin">
AllowOverride None
Options ExecCGI -MultiViews +SymLinksIfOwnerMatch
Order allow,deny
Allow from all
</Directory>

ErrorLog /var/log/apache2/error.log

# Possible values include: debug, info, notice, warn, error, crit,
# alert, emerg.
LogLevel warn

CustomLog /var/log/apache2/access.log combined
ServerSignature On

Alias /doc/ "/usr/share/doc/"
<Directory "/usr/share/doc/">
Options Indexes MultiViews FollowSymLinks
AllowOverride None
Order deny,allow
Deny from all
Allow from 127.0.0.0/255.0.0.0 ::1/128
</Directory>

#Redirect Request-Tracker to SSL
# RewriteEngine on
# RewriteCond %{SERVER_PORT} ^80$
# RewriteRule ^/rt(.*)$ https://%{SERVER_NAME}/rt$1 [L,R]
# RewriteLog "/var/log/apache2/rewrite.log"
# RewriteLogLevel 2

#Request-Tracker Uncomment below if you are not redirecting and you want to answer on port 80
Include "/etc/request-tracker3.4/apache2-modperl2.conf"

</VirtualHost>

Regards
Acki

Acki · Joined: 12 Sep 2006 Posts: 3

Hi Jacob,

I have installed another server. I try to troubleshoot but still a error is there, i know i am missing any configuration action.

Well I am sending you details of this server and the error I am facing.

>Version of Debian.
2.6.8-2-386 is the version of this install.

>tail -f /var/log/apache2/access.log

Starting web server: Apache2Syntax error on line 26 of /etc/request-tracker3.4/apache2-modperl2.conf:
Invalid command 'RewriteEngine', perhaps mis-spelled or defined by a module not included in the server configuration
beta:/usr/lib/perl5/Apache# tail /var/log/apache2/access.log
203.92.35.12 - - [13/Sep/2006:04:27:40 +0530] "GET / HTTP/1.1" 302 340 "-" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)"
203.92.35.12 - - [13/Sep/2006:04:27:40 +0530] "GET /apache2-default/ HTTP/1.1" 200 1457 "-" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)"
203.92.35.12 - - [13/Sep/2006:04:27:40 +0530] "GET /apache2-default/apache_pb.gif HTTP/1.1" 200 2326 "http://192.168.1.222/apache2-default/" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)"
203.92.35.12 - - [13/Sep/2006:04:27:40 +0530] "GET /favicon.ico HTTP/1.1" 404 328 "-" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)"

>/var/log/apache2/error.log

[Wed Sep 13 04:55:34 2006] [notice] Apache/2.0.54 (Debian GNU/Linux) mod_perl/1.999.21 Perl/v5.8.4 configured -- resuming normal operations
[Wed Sep 13 04:55:38 2006] [notice] caught SIGTERM, shutting down
[Wed Sep 13 05:05:11 2006] [notice] Apache/2.0.54 (Debian GNU/Linux) mod_perl/1.999.21 Perl/v5.8.4 configured -- resuming normal operations
[Wed Sep 13 05:05:14 2006] [notice] caught SIGTERM, shutting down
[Wed Sep 13 05:05:17 2006] [notice] Apache/2.0.54 (Debian GNU/Linux) mod_perl/1.999.21 Perl/v5.8.4 configured -- resuming normal operations
[Wed Sep 13 05:05:44 2006] [notice] caught SIGTERM, shutting down
[Wed Sep 13 05:06:39 2006] [notice] Apache/2.0.54 (Debian GNU/Linux) mod_perl/1.999.21 Perl/v5.8.4 configured -- resuming normal operations
[Wed Sep 13 05:06:52 2006] [notice] caught SIGTERM, shutting down
[Wed Sep 13 05:09:59 2006] [notice] Apache/2.0.54 (Debian GNU/Linux) mod_perl/1.999.21 Perl/v5.8.4 configured -- resuming normal operations
[Wed Sep 13 05:10:01 2006] [notice] caught SIGTERM, shutting down

>ps aux |grep -i apache

root 2308 0.0 0.1 2708 492 pts/0 R+ 05:18 0:00 grep -i apache

> killall -9 2308

2308: no process killed

>/etc/init.d/apache2 start

Starting web server: Apache2Syntax error on line 26 of /etc/request-tracker3.4/apache2-modperl2.conf:
Invalid command 'RewriteEngine', perhaps mis-spelled or defined by a module not included in the server configuration

>/etc/init.d/apache2 force-reload

You may still have some apache2 processes running. There are processes named 'apache2' which do not match your pid file,and in the name of safety, we've left them alone. Please review
the situation by hand.
Syntax error on line 26 of /etc/request-tracker3.4/apache2-modperl2.conf: Invalid command 'RewriteEngine', perhaps mis-spelled or defined by a module not included in the server configuration

>vi /etc/apache2/sites-available/default file

NameVirtualHost *
<VirtualHost *>
ServerAdmin webmaster@localhost
DocumentRoot /var/www/
<Directory />
Options FollowSymLinks
AllowOverride None
</Directory>
<Directory /var/www/>
Options Indexes FollowSymLinks MultiViews
AllowOverride None
Order allow,deny
allow from all
# This directive allows us to have apache2's default start page
# in /apache2-default/, but still have / go to the right place
RedirectMatch ^/$ /apache2-default/
</Directory>

ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/
<Directory "/usr/lib/cgi-bin">
AllowOverride None
Options ExecCGI -MultiViews +SymLinksIfOwnerMatch
Order allow,deny
Allow from all
</Directory>

ErrorLog /var/log/apache2/error.log

# Possible values include: debug, info, notice, warn, error, crit,
# alert, emerg.
LogLevel warn

CustomLog /var/log/apache2/access.log combined
ServerSignature On

Alias /doc/ "/usr/share/doc/"
<Directory "/usr/share/doc/">
Options Indexes MultiViews FollowSymLinks
AllowOverride None
Order deny,allow
Deny from all
Allow from 127.0.0.0/255.0.0.0 ::1/128
</Directory>

#Request-Tracker Uncomment below if you are not redirecting and you to answer on port 80
Include "/etc/request-tracker3.4/apache2-modperl2.conf"

</VirtualHost>

Suggest me,

Thanks n Regards
Acki

jacob · Site Admin Joined: 16 Mar 2006 Posts: 73 Location: USA

Well..

Taking in consideration that this howto is certified with Ubuntu, and you are installing a fresh server anyhow...

what I can recommend you to do is try out the latest Ubuntu 6.06 + Request Tracker fresh install according to this guide:
http://howtoforums.net/viewtopic.php?t=48

Download Ubuntu here:
http://www.ubuntu.com/download

Then if things go well, we can compare and try to write a HowTo for Debian.

JB