Variables for Attachments in Ticket Assignment Alert

Korisnik

We updated to version 1.18.1 and are experiencing the same issue with ticket assignment alerts as we did with version 1.16.3 (https://forum.osticket.com/d/102567-variables-for-attachments-in-ticket-assignment-alert).
We want to include attachments in the assignment alert sent to agents. Could you please tell us what we might be doing wrong, or if there is a known bug?

Environment details:

Ticket Assignment Alert Template:

Plugin:

Ticket view:

From scp, file Dummy2.pdf can be opened and link is:
https://xxyyzz/file.php?key=neblckp_snzai2ckygh0wshd4xcoa7dy&expires=1706659200&signature=5cadef7ad9bd4d97f8eab9c39b91e7dbb8c63184&id=101578

Ticket Assignment Alert sent to Agents:

The template shows only variable %{ticket.thread.lastmessage} and %{ticket.thread.complete}.
We tried using %{ticket.thread.lastmessage.files} and %{ticket.thread.original.files}, but only %{ticket.thread.complete} displays an attachment. Unfortunately, the attachment link is also unusable and doesn't open the file.
(a different link from the one in the scp :https://xxyyzz/file.php?key=neblckp_snzai2ckygh0wshd4xcoa7dy&expires=1706659200&signature=7393cdf9ded9fa5a9f4441a5aeb53b1c485fbfe8)

The database table ost_file contains entries with key (we tested using the same file named dummy.pdf).

Table ost_attachment:

KevinTheJedi

Korisnik

I would have to go through the code to see if it’s a valid variable for that specific template which I do not have time for at the moment. Most variables are template specific meaning they will not work in all templates. Your best bet is the full thread variable but that will not include the attachments inline or attach them to the email. It simply mimics the thread in osTicket meaning it provides a download link for the files.

The link is slightly different as it contains a different signature. This is expected. The links will expire pretty quickly so they must be used before they expire.

Cheers.

Korisnik

KevinTheJedi
The full thread variable %{ticket.thread.complete} provides a download link for the files, but the link doesn't open the file. We tried opening it a few seconds after it arrives, but it still doesn't work. We are getting an error as shown in the picture:

We suspect that the problem is in this part of the code:
https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.file.php#L209-L271

Could you please look into this issue and provide assistance on how to resolve it?

ntozier

I think that what you are looking for is the %{message.files} variable.

Korisnik

We tried that variable as well, but it's not valid for that context and doesn't work in the Assignment Alert, so I didn't even mention it.

KevinTheJedi

Korisnik

That means you are having other deeper issues. Check your PHP and web server error logs for any related errors.

Cheers.

KevinTheJedi

Korisnik

If you want to debug manually here is the file:

https://github.com/osTicket/osTicket/blob/develop/file.php

You can add statements at various points to see where it’s failing.

Cheers.

Korisnik

KevinTheJedi
After conducting additional testing, we discovered that attachments can be accessed via the Ticket Assignment Alert when variable %{ticket.thread.complete} is used and Fetch on auto-cron is active.

However, if Fetch on auto-cron is disabled and a cron job is used instead, accessing the attachment via the Ticket Assignment Alert on the mail client is not possible.
cron job: /usr/bin/php8.2 /data/www/osticket/api/cron.php > /dev/null 2>&1

Links with Fetch on auto-cron
In osTicket - https://xxyyzz/file.php?key=mdtucp7i3xg-s5g8b2xi_0muo6o4amti&expires=1708473600&signature=e4884f33a202e7533d8320c742309deb24dcf4d1&id=104691
In mail - https://xxyyzz/file.php?key=mdtucp7i3xg-s5g8b2xi_0muo6o4amti&expires=1708473600&signature=e4884f33a202e7533d8320c742309deb24dcf4d1

Links with cron job (Fetch on auto-cron is not enabled)
In osTicket - https://xxyyzz/file.php?key=zzdlgzmzlumysare9tppacvppel_eucm&expires=1708473600&signature=683717ec9a0d9b53580491f89d8d701150d6bb34&id=104692
In mail - https://xxyyzz/file.php?key=zzdlgzmzlumysare9tppacvppel_eucm&expires=1708473600&signature=be5c6a804c4965420cbc215a80ee0fb488bd061f

KevinTheJedi

Korisnik

If you compare the two they are not different. Also, auto-cron vs cron job would not cause issues like this.

Cheers.

Korisnik

KevinTheJedi
When Fetch on auto-cron is enabled, the link (signature) in the email is the same as that in osTicket.

However, when we use a cron job, the link (signature) in the email does not work and differs from that in osTicket.

KevinTheJedi

Korisnik

I don't know what you mean without showing an example.

Cheers.

Korisnik

KevinTheJedi
I sent the examples in a post earlier. I will repeat them below.

Same links to attachment with Fetch on auto-cron
In osTicket:
https://xxyyzz/file.php?key=mdtucp7i3xg-s5g8b2xi_0muo6o4amti&expires=1708473600&signature=e4884f33a202e7533d8320c742309deb24dcf4d1&id=104691

In mail ((assignment alert - variable %{ticket.thread.complete}):
https://xxyyzz/file.php?key=mdtucp7i3xg-s5g8b2xi_0muo6o4amti&expires=1708473600&signature=e4884f33a202e7533d8320c742309deb24dcf4d1

Different links to attachment with cron job
"/usr/bin/php8.2 /data/www/osticket/api/cron.php > /dev/null 2>&1" (Fetch on auto-cron is not enabled)
In osTicket:
https://xxyyzz/file.php?key=zzdlgzmzlumysare9tppacvppel_eucm&expires=1708473600&signature=683717ec9a0d9b53580491f89d8d701150d6bb34&id=104692

In mail (assignment alert - variable %{ticket.thread.complete}) - this link doesn't work:
https://xxyyzz/file.php?key=zzdlgzmzlumysare9tppacvppel_eucm&expires=1708473600&signature=be5c6a804c4965420cbc215a80ee0fb488bd061f
This error occurs when we try to open it a few seconds after it arrives:

KevinTheJedi

Korisnik

Idk what to tell you as the non-working link looks the same as the working one..

I would suggest adding debug statements to the code to see where it’s going wrong.

Cheers.

Korisnik

KevinTheJedi
The link that doesn't work has a different signature, so it's not the same...

KevinTheJedi

Korisnik

They will sometimes be different. It depends on multiple tihngs:

https://github.com/osTicket/osTicket/blob/develop/include/class.file.php#L273-L283

It's likely the expires time or something.

Cheers.