Hello! I've exhausted my resources troubleshooting this issue and hope that you all can shed some light on this situation.
We have one canned response that includes text in the reply and an attachment. While using this response, we've noticed an intermittent issue where an agent will use that canned response but osTicket will only send the text portion of the response, even though the attachment was verified as attached before replying.
Through some testing, I've noticed that I'm able to replicate this error most reliably by being completely signed out of osTicket (with cookies/cache cleared) and selecting a direct link to a ticket. This would be comparable to receiving an alert via email that someone responded to ticket #1234 where #1234 is a clickable link to the ticket.
This link redirects you to the login page if you aren't signed in, then upon successful login, to the ticket.
Once there, if you select this particular canned response and reply, the attachment will drop almost 100% of the time.
I also tested using that direct link and a different canned response (with no attachment inherently tied to it) and manually added an attachment - this also dropped the attachment.
Additionally, I tested the direct link and manually entering a response. In almost all cases, manually entering a response & manually adding an attachment was successful in sending the message as intended. (The only outliers to this was if the ticket was locked, in which case the error would come up, I hit reply anyway, and it would only send the text and no attachment.)
Lastly, I tried to use the direct link and start manually typing something (ie "good morning,") then appending the canned response with the linked attachment and got varied results.
There aren't any corresponding events in the osTicket logs. It shouldn't be a file size issue (though the file in question is 3.7mb if that's helpful).
Any help is appreciated - if you need additional information, I'm happy to provide it.
