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jacob Site Admin


Joined: 16 Mar 2006 Posts: 73 Location: USA
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Posted: Thu May 11, 2006 12:28 pm Post subject: HowTo Install Request-Tracker 3.4 on Ubuntu Breezy 5.10 |
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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:
Enable universe in your Sources.list
Code: |
cp -vpr /etc/apt/sources.list /etc/apt/sources.list.orig
vim /etc/apt/sources.list
#comment this:
###deb cdrom:...
apt-get update
apt-get install postgresql libcgi-fast-perl apache2-mpm-prefork libapache2-mod-fcgid lynx apache2-doc libapache2-mod-perl2
apt-get install request-tracker3.4
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# BKUP the RT config file...I like to do this for every conf file I modify
Code: |
cp -vpr /etc/request-tracker3.4/RT_SiteConfig.pm /etc/request-tracker3.4/RT_SiteConfig.pm.orig
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Code: |
vim /etc/request-tracker3.4/RT_SiteConfig.pm
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Customize and add this...
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Set($DatabaseHost , 'localhost');
Set($DatabaseRTHost , 'localhost');
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Create the user for the RT database
Code: |
su postgres
psql -d template1
CREATE USER rtuser WITH PASSWORD 'wibble' CREATEDB NOCREATEUSER;
\q
exit
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Customize Postgresql permissions
Code: |
vim /etc/postgresql/7.4/main/pg_hba.conf
at the bottom of the file along with the other similar lines - but
above existing entries.
###according to install.debian for request-tracker
host template1 rtuser 127.0.0.1 255.255.255.255 password
local template1 rtuser password
host rtdb rtuser 127.0.0.1 255.255.255.255 password
local rtdb rtuser password
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Code: |
vim /etc/postgresql/7.4/main/postgresql.conf
make sure this is enabled
tcpip_socket = true
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Restart Database
Code: |
/etc/init.d/postgresql-7.4 restart
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Test db connection
Code: |
psql -d template1 -U rtuser -W
#enter password at the prompt, we set it to wibble in the example above
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Create the RT DataBase
Code: |
/usr/sbin/rt-setup-database-3.4 --action init --dba rtuser --prompt-for-dba-password
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Configure Apache2
Code: |
vim /etc/apache2/sites-available/default
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Add the following line to the VirtualHost section of Apache from which you wish to serve RT
Code: |
Include "/etc/request-tracker3.4/apache2-modperl2.conf"
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Code: |
cd /etc/request-tracker3.4/
ln -s apache-modperl.conf apache2-modperl2.conf
vim /etc/request-tracker3.4/apache2-modperl2.conf
comment this
#PerlFreshRestart Off
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Fix for the error complaining about can't find stuff
Code: |
ln -s /usr/lib/perl5/Bundle/Apache2.pm /usr/lib/perl5/Apache2.pm
ln -s /usr/lib/perl5/Apache2/compat.pm /usr/lib/perl5/Apache/compat.pm
ln -s /usr/lib/perl5/Apache2/RequestUtil.pm /usr/lib/perl5/Apache/RequestUtil.pm
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Restart Apache
Code: |
/etc/init.d/apache2 force-reload
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### You can now login to http://yourdomain.com/rt
using user root and password "password" (without quotation marks of course)
change this passwd asap via the Configuration menu
######## Mail Settings ########
This part is really network specific, but if you are going to use Request-Tracker as "support" mailbox organizer so to speak, than you need to set up the system to pull email.
One method would be using fetchmail which can grab mail from an IMAP/POP3 account and put it in the system.
The links below describe this process:
http://wiki.bestpractical.com/index.cgi?POP3Mailgate
http://wiki.bestpractical.com/index.cgi?ManualInstallation (Search for "Setting Up the Mail Gateway") for the basic email settings
These are the packages if your going for the configuration with fetchmail and postfix as the outgoing smtp server
Code: |
apt-get install fetchmail fetchmailconf fetchmail-ssl postfix ca-certificates
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##DON'T Forget:
you need to have "CreateTicket" permissions on "Queue General" or any queue that you throw the emails in from the user fetching the mail
(For Search Engines)
This HowTo is aka:
HowTo install Request-Tracker on Ubuntu Breezy 5.10
HowTo install Request-Tracker on Ubuntu
Request-Tracker on Ubuntu
Enjoy! _________________ JB
--
"You only see what your eyes want you to see"
Last edited by jacob on Mon Jun 26, 2006 12:58 pm; edited 3 times in total |
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jacob Site Admin


Joined: 16 Mar 2006 Posts: 73 Location: USA
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Posted: Thu May 11, 2006 9:12 pm Post subject: HowTo Request-Tracker Email Routing using Scrips |
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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:
Code: |
# Domains we want to move
my $domains = {};
my %domain_map = (
'\@gmail\.com' => "Queue 1",
'\@yahoo\.com' => "Queue 2",
'\@hotmail\.com' => "Queue 3",
);
#Check each of our defined domains for a match
foreach my $domainKey (keys %domain_map ){
if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {
# Domain matches - move to the right queue
$self->TicketObj->SetQueue($domain_map{$domainKey});
}
}
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#######################################
And of course modify this part to suite your own needs:
Code: |
'\@gmail\.com' => "Queue 1",
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Enjoy ! _________________ JB
--
"You only see what your eyes want you to see" |
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Teresa Guest
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Posted: Wed May 24, 2006 4:18 pm Post subject: Problem Installing Request-Tracker 3.4 on Ubuntu Breezy 5 |
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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 |
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jacob Site Admin


Joined: 16 Mar 2006 Posts: 73 Location: USA
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Posted: Wed May 24, 2006 6:10 pm Post subject: Re: Problem Installing Request-Tracker 3.4 on Ubuntu Breezy |
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Teresa wrote: |
>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
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Try to review the following steps...
jacob wrote: |
Configure Apache2
Code: |
vim /etc/apache2/sites-available/default
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Add the following line to the VirtualHost section of Apache from which you wish to serve RT
Code: |
Include "/etc/request-tracker3.4/apache2-modperl2.conf"
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Code: |
cd /etc/request-tracker3.4/
ln -s apache-modperl.conf apache2-modperl2.conf
vim /etc/request-tracker3.4/apache2-modperl2.conf
comment this
#PerlFreshRestart Off
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Fix for the error complaining about can't find stuff
Code: |
ln -s /usr/lib/perl5/Bundle/Apache2.pm /usr/lib/perl5/Apache2.pm
ln -s /usr/lib/perl5/Apache2/compat.pm /usr/lib/perl5/Apache/compat.pm
ln -s /usr/lib/perl5/Apache2/RequestUtil.pm /usr/lib/perl5/Apache/RequestUtil.pm
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Restart Apache
Code: |
/etc/init.d/apache2 force-reload
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_________________ JB
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"You only see what your eyes want you to see" |
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zer0hmz
Joined: 28 Jun 2006 Posts: 1
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Posted: Wed Jun 28, 2006 4:15 pm Post subject: |
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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. |
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julseb
Joined: 24 Aug 2006 Posts: 3
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Posted: Thu Aug 24, 2006 4:15 pm Post subject: |
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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:
Code: |
You're almost there!
You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. If you need commercial support, please contact us at sales@bestpractical.com. |
resume what i did:
installed all package except postgresl, create db sucessfully, create all symbolic link, added line in /etc/apache2/sites-available/default, but allways this message..
HAve someone got one idea? |
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jacob Site Admin


Joined: 16 Mar 2006 Posts: 73 Location: USA
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Posted: Thu Aug 24, 2006 5:51 pm Post subject: |
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julseb wrote: |
nice HOW to idd but i did all things as u said except im using mysql but i created db, and did all other ...... |
Can you please compare your apache config with the ones posted here:
http://howtoforums.net/viewtopic.php?t=48
If that didn't help than i would need to see your:
/etc/apache2/sites-available/default
...to further assist.
JB |
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julseb
Joined: 24 Aug 2006 Posts: 3
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Posted: Thu Aug 24, 2006 10:48 pm Post subject: |
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Code: |
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
# Commented out for Ubuntu
#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 to answer on port 80
Include "/etc/request-tracker3.4/apache2-modperl2.conf"
</VirtualHost> |
its mine defaut file cuz i want use port 80 for RT
thx in advance Jacob |
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jacob Site Admin


Joined: 16 Mar 2006 Posts: 73 Location: USA
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Posted: Sat Aug 26, 2006 4:21 am Post subject: |
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Well...
At this point, I would recommend trying to rule out the basics...
Is your server listening on port 80?
Code: |
netstat -tap |grep LIST
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What page do you get if you browse to your servers IP or even to:
http://localhost
or
http://localhost/rt
Did you look at the apache logs?
Try to tail them all while you access the page?
The more info i have the faster I will be able to assist you and get you going.
JB |
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julseb
Joined: 24 Aug 2006 Posts: 3
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Posted: Thu Aug 31, 2006 2:49 pm Post subject: |
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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. |
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Acki
Joined: 12 Sep 2006 Posts: 3
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Posted: Tue Sep 12, 2006 3:37 am Post subject: Same senirio but different problem |
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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 |
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jacob Site Admin


Joined: 16 Mar 2006 Posts: 73 Location: USA
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Posted: Tue Sep 12, 2006 12:12 pm Post subject: |
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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:
Code: |
cd /etc/apache2/mods-enabled/
ln -s ../mods-available/rewrite.load .
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You mite also want to check the newer 6.06 HowTo to see if you missed any steps:
http://howtoforums.net/viewtopic.php?t=48
if Apache is complaining that it is started than try killing it manually then starting it:
Code: |
tail -f /var/log/apache2/access.log /var/log/apache2/error.log &
ps aux |grep -i apache
killall -9 <proccess ID>
/etc/init.d/apache2 start
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If all this still doesn't help, then paste you conf files and we will go from there.
JB |
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Acki
Joined: 12 Sep 2006 Posts: 3
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Posted: Tue Sep 12, 2006 5:00 pm Post subject: |
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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 |
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Acki
Joined: 12 Sep 2006 Posts: 3
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Posted: Wed Sep 13, 2006 1:57 am Post subject: |
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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 |
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jacob Site Admin


Joined: 16 Mar 2006 Posts: 73 Location: USA
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Posted: Wed Sep 13, 2006 2:09 pm Post subject: |
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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 |
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