osTicket is attaching 1 file less in emails when responding to users

adamfekete

We experience this bug when we send a response with more than 1 attachments. The outgoing message with 1 attachment works fine, but when we send a response with 2+ attachments the email will have 1 less file. We have tested this with different amounts of files and with different files, and it seems that it’s a persistent problem. Otherwise, we don’t have any problems with outgoing e-mails.

In 1.15 we did not experience this problem, but recently we went through upgrade to 1.16 & 1.17 and we experience this issue.

Can someone please help us how to troubleshoot or solve further?

Many thanks!

Osticket config:

sjswarts

I'm running the latest git version. Tested on my system using M365. All attachments are sent and received.

Ticket sent:

Ticket received:

Do you have any errors in your php logs? browser logs? apache/iis logs?

adamfekete

Hi @sjswarts
Thanks, I checked the logs and can not see any error when sending the message with the attachment, however I do not receive 1 out of the 2 attachments.

sjswarts

I would download the latest git separate to your current and then just copy ost-config.php from your current across (this is what holds the database location, name, password, etc). You will also need any plugins that you currently run downloaded and stored in the correct folder.

Test again.

Please make sure you have full backups of the current osTicket folder AND the database (etc).

This will prove that it isn't your local files.