Very strange issue I couldn't quite find anything on search.
OSTickets: v1.17
Mysql: 10.6.7
PHP: 8.0.24
Apache running on Ubuntu
Users were calling me to report that attachments were missing from certain tickets upon incoming generation. These tickets are fetched every 5 minutes from an M 365 mailbox. Did some digging, and it seems that attachments are missing from emails generated from an "automatic" system. For example, if a customer sends an email with an attachment from their Outlook client, all is well.
But, if a customer sends a PDF from their SAP system, for example, the attachment doesn't come through. (I can tell these tickets because all of them have a body of "(empty)".)
If I look at our email archive, I can see the original email has the attachment there. It's only when OSTicket fetches the email that the attachment gets stripped / goes missing.