hsaartet

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:

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

Cheers.

    17 days later

    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.

      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.

        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

          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.

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

              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.

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

              No input file specified.

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

              3 months later

              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

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

                  9 months later

                  Recently we got the issue

                  Información del servidor
                  Versión osTicket v1.18.1 (0375576) — v1.18.2 está disponible
                  Software del Servidor Web Apache/2.4.57 (Debian)
                  Versión MySQL 10.5.27
                  Versión PHP 8.1.20

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