Attachments saved but not linked to ticket: Page 2

Attachments saved but not linked to ticket

KevinTheJedi

This would only affect a system that is using the SystemSessionHandler. Your system should be using database session storage which is AbstractSessionHandler.

This commit was added to continue to allow systems on 1.6.x (released circa 2009) to be able to upgrade to the latest releases. You see, 1.6.x didn't have the concept of database session storage; this was introduced in later versions. So when you are upgrading from 1.6.x to the latest your 1.6.x database won't have the proper session tables so you still need to use the system session storage until the upgrade is complete. Once upgrade completes then it switches to using the database storage which is the abstract session storage backend.

You can see where we set system or the configured backend in the config file or default to database here:

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.ostsession.php#L39-L45

All that to say I really don’t think this is the cause of your issue.

Cheers.

hsaartet

So, we tried the 'Agent Session Timeout = 0 now, it was previously set to 43830.' option and this has not fixed it.

Any further ideas on this,

As mentioned the core issues is agents attaching files to posts, hitting reply and the attachment is gone and doesn't send, they can immediately repeat this and it works fine 2nd time.

KevinTheJedi

hsaartet

That definitely sounds like session issues then. After work hours, TRUNCATE the entire _session table. It's important to do this after-hours as it will kill any active sessions. Once you truncate the table you can have your Agents completely clear their cache/cookies, log in, and retest.

Cheers.

hsaartet

Hi Kevin, thanks for the help, the issue is extremely intermittent.
We only have 7 users and really only attach files 2-3 times a day, we might get a fault once or twice a week.
Should we be looking at truncating that table nightly? or once off?
Regards

KevinTheJedi

hsaartet

You should have a cron job configured so the system will routinely clean expired sessions. This happens on auto-cron too (I believe) but will happen way more seldomly than a reoccurring cron job.

Cheers.

hsaartet

We have httpdocs/api/cron.php running every min..... should we have anything else?

KevinTheJedi

hsaartet

That should be it. Hmmm the only other thing I can think of is something like this:

https://forum.osticket.com/d/104368-login-page-refreshes-in-osticket-v1181

People with session issues typically change their webserver from PREFORK to FAST_CGI and that resolves their issues. I cannot guarantee this will fix it but this is the only other thing I can think of right now.

Cheers.

hsaartet

OK, I switched from apache FPM to FastCGI, thats a quick enough change, i'll truncate the table tonight and see where we get from there.

hsaartet

truncated the sessions table..... now we just get

No input file specified.

hsaartet

OK, we use entraid login, which died with Apache fastcgi.... switched back to Apache FPM and working.....

Red_Peace

Hi,

we have exact the same problem!
Attachments randomly missing.
We cannot reproduce it safely. Sometimes it works, sometimes not.

osTicket-Version v1.18.1 (0375576)
Server-Software Apache/2.4.29
MySQL-Version 5.7.42
PHP-Version 8.2.7

hsaartet

Red_Peace
Our issue is still ongoing, we havnt isolated it yet, we need to try apachi fastcgi again, but havent had time.

« Previous Page