Very often the attached file disappears when we respond to a ticket.
You see the file in the window, but when you have sent it, it is no longer in the ticket and the recipient has not received it either.
Svensson83
Sounds like a session issue. Try truncating your session table in the db, have the agent experiencing this issue clear their cookies and sessions, and have them retest.
Cheers.
Didn't work. I have truncating sessions table (osticket.ost_session) without any success. Happen on different computers and users.
Attach file works about 50% of the time.
When investigating more closely, I see that the uploaded file is not always placed as a tmp file in the temp folder and that is when the file just "disappears" when you press send.
What can cause the attached files not to be added as a tmp file when you have attached it on the ticket?
Could be tmp folder permission issues (which I doubt), tmp folder corruption, or maybe the file is simply not being uploaded. There could be other reasons as well but there is no way to tell for sure unless there is further information or errors. I’m unable to replicate this so it’s hard to say.
You can try to configure a different temp directory to see if that helps. You can do this by adding the full path to that directory in your PHP INI file with the directive sys_temp_dir.
sys_temp_dir
Tried everything, without getting it to work every time.
Have also noticed that when you write text, sometimes when you press send, it only takes a piece of the text, not all of it.
I would assume session issues then. Make sure you have a cron job running so it can clear expired sessions regularly. Also, if you are able to replicate the issue then try clearing your sessions/cookies/cache and retry.
As far as the partial text thing it’s likely the text included < or > characters in which case that character and subsequent content would be removed. Our sanitizing methods see these two characters as HTML opening/closing tag symbols and seen as unbalanced/malformed HTML so the system strips it. There is no way to change this behavior.
<
>
