RT - SSL - Create/Resolve issue

RT Users
1

We are having an issue with RT and SSL:

When using SSL, we are being presented with a “page cannot be displayed”
upon create/resolve of tickets. This happens immediately after the
“create” or “update ticket” button is clicked. If the user clicks the
back button and makes another attempt to send the create or update
request it then completes successfully.

I’ve checked the error logs of Apache and RT; nothing is generated when
this occurs.

#start httpd.conf snip

#This is how we setup http://rt.domain.com http://rt.domain.com/ to
redirect to https://rt.domain.com https://rt.domain.com/ .

#I’m sure there is a better way of doing this, any suggestions?

#Could this be the problem?

    ServerName rt.domain.com

    ServerAdmin rtadmin@domain.com

    DocumentRoot /opt/rt/share/html/redir #The index.html is an

instant redir to the https site.

LoadModule ssl_module libexec/libssl.so

Listen 443

    ServerName rt.domain.com

    ServerAdmin rtadmin@domain.com

    DocumentRoot /opt/rt/share/html

    SSLEngine on

    SSLCertificateFile /usr/local/apache/conf/ssl.key/server.crt

    SSLCertificateKeyFile /usr/local/apache/conf/ssl.key/server.key

    AddDefaultCharset UTF-8

    PerlModule Apache::DBI

    PerlRequire /opt/rt/bin/webmux.pl

    <Location />

            SetHandler perl-script

            PerlHandler RT::Mason

    </Location>

#end httpd.conf snip

Thanks in advance.

Charles Kugelman

Network Administrator

ITT Educational Services, Inc.

2

Charles,

If everything is working fine, up until shortly after you “Submit” the newly created ticket, then the issue is in your RT_SiteConfig (or RT_Config) in ~/rt-dir/etc/.

In there is a specification of the URL used by RT, including the “http[s]” and “URL:port” component. So you need to set these to use HTTPS and 443. You should find things work fine then.

I am prompted to ask Jesse a question at this point… why does RT use explicit links, such that the above issue occurs, why is it that when a ticket is created it doesn’t just refer to the relative link?

Regards,
BenR-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com on behalf of Charles Kugelman at HQ
Sent: Fri 9/30/2005 1:58 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT - SSL - Create/Resolve issue

We are having an issue with RT and SSL:

When using SSL, we are being presented with a “page cannot be displayed”
upon create/resolve of tickets. This happens immediately after the
“create” or “update ticket” button is clicked. If the user clicks the
back button and makes another attempt to send the create or update
request it then completes successfully.

I’ve checked the error logs of Apache and RT; nothing is generated when
this occurs.

#start httpd.conf snip

#This is how we setup http://rt.domain.com http://rt.domain.com/ to
redirect to https://rt.domain.com https://rt.domain.com/ .

#I’m sure there is a better way of doing this, any suggestions?

#Could this be the problem?

    ServerName rt.domain.com

    ServerAdmin rtadmin@domain.com

    DocumentRoot /opt/rt/share/html/redir #The index.html is an

instant redir to the https site.

LoadModule ssl_module libexec/libssl.so

Listen 443

    ServerName rt.domain.com

    ServerAdmin rtadmin@domain.com

    DocumentRoot /opt/rt/share/html

    SSLEngine on

    SSLCertificateFile /usr/local/apache/conf/ssl.key/server.crt

    SSLCertificateKeyFile /usr/local/apache/conf/ssl.key/server.key

    AddDefaultCharset UTF-8

    PerlModule Apache::DBI

    PerlRequire /opt/rt/bin/webmux.pl

    <Location />

            SetHandler perl-script

            PerlHandler RT::Mason

    </Location>

#end httpd.conf snip

Thanks in advance.

Charles Kugelman

Network Administrator

ITT Educational Services, Inc.

3

We are having an issue with RT and SSL:

When using SSL, we are being presented with a “page cannot be displayed”
upon create/resolve of tickets. This happens immediately after the
“create” or “update ticket” button is clicked. If the user clicks the
back button and makes another attempt to send the create or update
request it then completes successfully.
[…]

Most likely, you are having this issue:

http://www.extremetech.com/article2/0,1558,20373,00.asp

Add this line to your httpd.conf to fix it:

SetEnvIf User-Agent ".*MSIE.*" nokeepalive ssl-unclean-shutdown

[…]

#This is how we setup http://rt.domain.com http://rt.domain.com/ to
redirect to https://rt.domain.com https://rt.domain.com/ .

#I’m sure there is a better way of doing this, any suggestions?

#Could this be the problem?

    ServerName rt.domain.com

    ServerAdmin rtadmin@domain.com

    DocumentRoot /opt/rt/share/html/redir #The index.html is an

instant redir to the https site.

Here’s a better way to do it:

ServerName rt.domain.com RedirectPermanent / https://rt.domain.com/

–Bret

4

Thank you my friend for both pieces of very good info.

It works nicely now.

Charles Kugelman
Network Administrator
ITT Educational Services, Inc.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Bret
Martin
Sent: Thursday, September 29, 2005 11:13 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT - SSL - Create/Resolve issue

We are having an issue with RT and SSL:

When using SSL, we are being presented with a “page cannot be
displayed”
upon create/resolve of tickets. This happens immediately after the
“create” or “update ticket” button is clicked. If the user clicks the
back button and makes another attempt to send the create or update
request it then completes successfully.
[…]

Most likely, you are having this issue:

http://www.extremetech.com/article2/0,1558,20373,00.asp

Add this line to your httpd.conf to fix it:

SetEnvIf User-Agent ".*MSIE.*" nokeepalive ssl-unclean-shutdown

[…]

#This is how we setup http://rt.domain.com http://rt.domain.com/ to
redirect to https://rt.domain.com https://rt.domain.com/ .

#I’m sure there is a better way of doing this, any suggestions?

#Could this be the problem?

    ServerName rt.domain.com

    ServerAdmin rtadmin@domain.com

    DocumentRoot /opt/rt/share/html/redir #The index.html is an

instant redir to the https site.

Here’s a better way to do it:

ServerName rt.domain.com RedirectPermanent / https://rt.domain.com/

–Bret

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