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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

[1.9 RC] Some HTML inbound emails do not show attachments on the ticket even though they are there.

HTML emails from Gmail work fine with attachments as an example.  Some customers send attachments in html formatted emails with winmail.dat.  Ticket listing screen shows paperclip but when working the ticket, there is no attachment.  Unsure what might be causing the issue.  Clearly they are using MS clients.


  • The devs will need a source email to try to replicate this.
  • Will work to get email source example.
  • @clarose - can you try this patch and let us know if it resolves the issue? Raw source email would be nice.
  • Patch is in place - waiting on client for test email.  I don't know if it is related but this was an error from cron just 40 minutes ago:
    PHP Fatal error:  Uncaught exception 'Exception' in /var/www/clients/client3/web15/web/support/include/class.orm.php:1031
    Stack trace:
    #0 /var/www/clients/client3/web15/web/support/include/class.orm.php(1050): MysqlExecutor->next()
    #1 /var/www/clients/client3/web15/web/support/include/class.orm.php(430): MysqlExecutor->getArray()
    #2 /var/www/clients/client3/web15/web/support/include/class.orm.php(470): ModelInstanceIterator->fillTo(0)
    #3 /var/www/clients/client3/web15/web/support/include/class.orm.php(376): ModelInstanceIterator->offsetGet(0)
    #4 /var/www/clients/client3/web15/web/support/include/class.orm.php(164): QuerySet->offsetGet(0)
    #5 /var/www/clients/client3/web15/web/support/include/class.dynamic_forms.php(779):
    #6 /var/www/clients/client3/web15/web/support/include/class.ticket.php(112): DynamicFormEntryAnswer->getField()
    #7 /var/www/clients/client3/web15/web/support/include/class.ticket.php(91): Ticket->loadDynamicData()
    #8 /var/www/clients/client3/web15/web/support/include/class.ticket.php( in /var/www/clients/client3/web15/web/support/include/class.orm.php
    on line 1031
  • Patch did not fix the missing attachment issue.  Still waiting on a generic sample email from client that exhibits the issue and can be posted here.
  • @clarose - you can PM me the raw email if privacy is an issue.

  • Perfect - will do that when I receive.  Thanks Peter.
  • Hello :)

    I have tested numerous emails from Exchange, Outlook POP and Webmail interfaces.  I have tried disabling HTML emails too.

    All emails sent from any email client bounces with error: pipe to |/home/***/helpdesk/api/pipe.php local delivery failed.
    Any sent from webmail interface logs the ticket (except attachments)

    I have applied the patch suggested here but it is still not working.

    Any suggestions?

    Thank you kindly.
  • This issue applies to emails inbound to the OSTicket system that have both regular and in-line attachments.
    The regular attachments would not show but the inline ones did.

    The patch to apply can be found here.

    It has resolved our issues with attachments - primarily from MS clients using Exchange server.
  • Sadly, that patch did not work for us :(
    It is definitely related though as far as I can see.
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