Unable to save attachments

chomes · February 2015

I have noticed on our osticket that attachments aren't being added to tickets. Even though they are in the accepted attachment list a .doc file is not saving. My question is if other attachments of the e-mail may be banned does it block all attachments?

If not, why are these errors happening, I don't see any logs in apache as to why this would happen I have enabled larger attachment sizes in php more then 2MB but even so the collective attachments are under 2MB so it's not the issue.

Any help to diagnose this problem would be appreciated

ntozier · February 2015

version of osTicket?

are you using the Storage :: attachmemts on the filesystem or storing attachments in the db?

Q: My question is if other attachments of the e-mail may be banned does it block all attachments?

A: I dont know.

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chomes · February 2015

I set a tag at the bottom of my post OsTicket 1.9.3

The attachments are on the database as we haven't installed the plugin for the file system.

I actually just checked the attachments and both txt and doc are accepted attachments to come in so this is quite weird why it's not accepting them.

PHP 5.3 , MySQL 5.1
Staff side of the UI
OS: ClearOS (RHEL 6)
Mail fetching: IMAP (Zarafa server using gateway)
No PHP errors during that day when I got the ticket.

ntozier · February 2015

Well for starters you should probably upgrade since 1.9.5.1 is current.

If you go to: Admin panel -> Settings -> Tickets -> Attachments -> Config.
What do you have for settings like "Restrict by File Type"

chomes · February 2015

Upgrading to latest version of OsTicket isn't always ideal it took us a while just to upgrade from 1.8.3 a few months ago as we have some custom settings due to API/Plugins not being to a place where we can make them yet for OsTicket.

I don't have a Config section but I do have allowed attachments lower in the ticket section under attachments. These are the allowed attachments:

.doc,.pdf,.jpg,.jpeg,.gif,.png,.xls,.docx,.xlsx,.txt,.ods,.ppt,.pptx,.odt,.cfg

ntozier · February 2015

Sorry your using an older version that I no longer have a setup for. The reason that attachments were changed from that to the new way was to allow greater control over what was allowed and how it works. You might have encountered the reason why it was changed.

chomes · March 2015

I will chase up my boss about upgrading the OsTicket to the latest version, hopefully that will improve the attachment stability a bit. Will update this post once it's done it will take a little while to do so (scheduling in etc).

I did want to ask a question about plugin/api support but I need to get the actual information from my boss first to ask your team about it.

ntozier · March 2015

Okay. I'll leave this thread open so that you can just update it later. :)

chomes · June 2015

@ntozier we have updated to 1.9.8.1 however we seem to be having the issue still. It's more refined however, it's a noticeable problem for image files: .png, .jpg, .jpeg

Have you encountered this issue before?

ntozier · June 2015

I haven't personally had this issue.
Are .doc working now?
Do you have fileinfo extension loaded in your php.ini?

chomes · July 2015

Yes I haven't had any issues with docs so far since we have upgraded it seems to just be images. The fileinfo.ini file is in php.d/ folder in /etc/

blazman · January 2017

We have the same issue, but it is intermittent, we are on 1.9.8

blueyeguy · January 2017

Please don't hijack a 2 year old thread. Open your own discussion.

Also, 1.9.8 is pretty old at this point.

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