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

OST v1.10 - Inconsistent behavior when sending embedded images in email messages

Hello osTicket Community,

Very excited about the new version of osTicket. I'm making my first forum post to ask about a strange quirk that users in my organization have noticed in v1.10. When sending email responses that contain embedded image files to users, osTicket almost always scales the images (by adding height and width attributes to the HTML <img> tag).

However, we've seen several cases where the image is not scaled in this way, making the image appear very large (as large as the original, in any case) in the email received by the user. There seems to be no pattern as to when the height and width attributes are included in the HTML-formatted email messages, and when they are mysteriously absent.

Could anyone help to shed some light on when and why osTicket v1.10 chooses to include (or exclude) image size attributes in ticket updates and email messages? The information on our osTicket installation is included below:

Mail Sending: phpMail
Mail Fetching/Receiving: Postfix 2.10.1
Operating system: Red Hat Enterprise Linux 7 (64-bit)
osTicket version: v1.10 (901e5ea)
osTicket language: English (en_US)
Apache version: 2.4.6-45
PHP version: 5.4.16
MySQL version: 5.5.50
Web browser: Google Chrome 55 (64-bit)
Mail client: Microsoft Outlook 2013

I've attached two screenshots showing the same image file embedded in two separate updates/responses to the same ticket. In the first, the image tag has height and width attributes, and in the second it does not. Lastly, there have been repeated instances of "DB Error #1062" associated with the IP address of an agent experiencing this issue. These DB errors mention functions that seem like they might be related to this issue (ex. DraftAjaxAPI->uploadInlineImage('101')). Once of these error messages is attached to this post as well.

Thanks in advance to anyone who can help us with this. Please let me know if any more diagnostic info is needed to get to the bottom of this.


Scott Rysdahl



  • Posting DB Error log entry.
  • @Srysdahl what format were the photos for each of those screenshots? Email (002).txt and email.txt.
  • I've asked the devs to take a look at this thread.
  • Hi Synt4xError,

    Thanks for your response, and apologies for the delay in responding to your post. We've tried several different image formats, including JPG, PNG, and BMP. The resizing "bug" appears randomly regardless of which image format we use. In fact, we have seen the same image file be resized in one test email and not resized in a subsequent test email 5 minutes later. This behavior was the source for the two screenshots above.


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