Replies with attachments are getting their text content base64 encoded

Eelko-LH

The title pretty much says it all in this case.

We're using osTicket 1.17.2 and I noticed as soon as we send a ticket reply which includes an attachment (not inline), the actual message is also getting (base64) encoded. This results in the end-user receiving an email with a long base64 string and one or more attachments. The signature as set under the staff user ("Profile" -> "Signature") is also part of the base64_encoded message.

We're using Gmail/SMTP.
We disabled the "Enable Rich Text" feature under "Settings" -> "System" since we like our messages and replies to be plain text.
Plain text messages (i.e. messages without any attachments) don't have this problem.
PHP 8.1 / nginx 1.23.3

Just wondering, has anyone else seen this problem? 🙂

ntozier

We have people who open tickets with attachments all the time, and I have not seen this problem.

Eelko-LH

Good, then it might be a local problem. 🙂

Just to be sure though, incoming attachments don't seem to be a problem. We see attachments in osTicket and we're able to process them as expected.

But as soon as we (staff) reply to an open issue (or start a new issue) and include an attachment, the email that is eventually being sent out looks like this (obviously some things are masked):

This is different from what we [staff user] see in osTicket (/scp/). In the staff panel the message and attachment are being displayed as if there were no problems. We had customers replying they could no read decipher our message so that's the way we found out there is a problem with the way our replies are being sent out. 🙂

KevinTheJedi

Eelko-LH

Sounds like maybe you are using Sendmail instead of SMTP. I would check to see if SMTP is failing.

Cheers.