[otrs] OTRS doesn't seem to use configured proxy -> No news, no package version check

[Frank Thommen]

Hi,

our OTRS instance (5.0.9 on CentOS 6) has a proxy configured in
SysConfig Core::Package::Proxy


In the OTRS System Log I can see:

Fri Jun 3 18:31:23 2016 error OTRS-CGI-47 Can't perform POST on
https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to
cloud.otrs.com:443 (Connection refused)


The package manager reports for every package:

SomeOTRSpackage 1.2.3 - Package not verified due a communication issue
with verification server!


The Dashboard reports:

Can't connect to OTRS News server!


`tcpdump host cloud.otrs.com` reports (on each opening of the
PackageManager):

18:33:43.833030 IP OUR_OTRSSERVER.45467 > portal.otrs.com.https: Flags
[S], seq 3033083959, win 14600, options [mss 1460,sackOK,TS val
195676033 ecr 0,nop,wscale 7], length 0
18:33:43.833259 IP portal.otrs.com.https > OUR_OTRSSERVER.45467: Flags
[R.], seq 0, ack 3033083960, win 14600, length 0
18:33:43.862154 IP OUR_OTRSSERVER.45468 > portal.otrs.com.https: Flags
[S], seq 3311162058, win 14600, options [mss 1460,sackOK,TS val
195676062 ecr 0,nop,wscale 7], length 0
18:33:43.862399 IP portal.otrs.com.https > OUR_OTRSSERVER.45468: Flags
[R.], seq 0, ack 3311162059, win 14600, length 0


This is the same pattern I see, when I do a `curl` to
https://cloud.otrs.com *without* proxy. When accessing cloud.otrs.com
through the proxy, there should no traffic be reported by `tcpdump host
cloud.otrs.com`.


It doesn't make a difference if I define the proxy in
Core::WebUserAgent::Proxy or in Core::Package::Proxy or in both.


Any thoughts or pointers on how to solve this issue?

Cheers
Frank


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[Florian Edlhuber]

Hi,


03.06.2016 18:57 - Frank Thommen schrieb:
> our OTRS instance (5.0.9 on CentOS 6) has a proxy configured in
> SysConfig Core::Package::Proxy
> In the OTRS System Log I can see:
> 
> Fri Jun 3 18:31:23 2016  error  OTRS-CGI-47  Can't perform POST on

> https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to
> cloud.otrs.com:443

 (Connection refused)

mostly it is a missing shlash '/' at the end of your proxy configuration.

wrong:   user@http://proxy:port
correct: user@http://proxy:port/

You can try to start the Cloud Checker
/opt/otrs/bin/otrs.Console.pl Maint::CloudServices::ConnectionCheck

This gives some more detailed information.

Best regards,
Florian

[Frank Thommen]

Thanks. This command was very useful. In fact it turned out to be a
problem with our proxy ;-)

frank