Hello,
we've got the problem that all files that were attached to a message are missing, after the message has been sent. I can reproduce this issue very often, but not always.

When is happens:
Open a random ticket and reply to it. Attach one or multiple file and “reply” to send the message to the user. After viewing the ticket again, I can see the message itself, but no attachments at all. The reply sent via SMTP (not phpMailer) also contains no attachments.
It does not matter if you select a preconfigured reply (Template with attachement), attach the files via Drag&Drop or upload them via “select files”, the behavior is always the same. Before sending, the attachments are de facto listed as “attached files” below the textbox.

It seems like the attachments are more likely to be attached to the ticket if you add them after writing the message (attaching the files as the last step before hitting “reply”), or if you rewrite the entire message + attachments and send it again shortly after - although even then it fails more than often enough.

What I have tried:
-Log: I’ve set the Log to DEBUG Level, but there are absolutely not entries in the Log anywhere near the time this problem occurs (after replying to the ticket)
-HTTP Log: I have very limited access to the logs, since we use a webhoster (Plesk). All HTTP Codes around the time of the problem are 20x , so basically regarding http everything should be fine
-I don’t think I can access PHP Logs(?)
-The issue might be related to a problem in 1.16.x listed here: https://github.com/osTicket/osTicket/pull/6495/files
-I’ve tried both storing attachments to the DB or the Filesystem (“Attachments on the filesystem”-Plugin). Both methods work in general and replies may be created with attachments, so the problem itself seems to be independent of the storage location.
-System - Settings currently uses a Filesystem-Folder, 64MB max attachment size (all failed attachments were about 60-3000kb…. KB not MB!!!)

You might want to know:
-osTicket in german
-Rich-Text is enabled
-Login is NOT required for viewing attachments (for testing only, but it doesn’t matter if the option is enabled or not)
-Ticket - Settings
Enabled
32 MB
Limit filetypes: -
Additional filters for filetypes:
.,.* (<-- problem occurs independently of these settings)
Max. Number of attached files: 100
-Problem occurs on the Staff side of the UI, although users might have also this issue (Ticketsystem is not open to public yet)

Über diese osTicket-Installation
Serverinformationen
osTicket-Version v1.17.3 (ca95150) — Aktuell
Server-Software Apache
MySQL-Version 5.7.41
PHP-Version 8.0.28
PHP-Erweiterungen
gdlib Wird für die Bildmanipulation und PDF-Druck verwendet
imap Wird für den E-Mail-Abruf verwendet
xml XML API
xml-dom Wird für die HTML E-Mail-Verarbeitung verwendet
json Verbessert die Leistung beim Erzeugen und Verarbeiten von JSON
mbstring Dringend empfohlen für nicht-westeuropäische Sprachinhalte
phar Dringend empfohlen für Plug-ins und Sprachpakete
intl Dringend empfohlen für nicht-westeuropäische Sprachinhalte
fileinfo Wird verwendet, um Dateitypen für Uploads zu erkennen
zip Used for ticket and task exporting
APCu Verbessert die Gesamtleistung
Zend Opcache Verbessert die Gesamtleistung
PHP-Einstellungen
cgi.fix_pathinfo "1" wird empfohlen, wenn AJAX nicht funktioniert
date.timezone Europe/Berlin
Datenbankinformationen und Nutzung
Schema web333_ticketsystem (localhost)
Schema-Signatur 83a22ba22b1a6a624fcb1da03882ac1b
Belegter Speicher gesamt 35.08 MiB
Datenbankspeicher für Anhänge 29.52 MiB
Zeitzone CET (Interpretiert als Europe/Berlin)

Installierte Sprachpakete
Deutsch — de_DE Verifiziert
de — include/i18n/de.phar
Version: 158808, für version v1.14
Erstellt: Fri, 01 May 20 17:54:37 +0000
English (United States) (Englisch (Vereinigte Staaten))
en_US — include/i18n/en_US