Only certain file types allowed

pan21

We have the latest version of osTicket installed as well as the attachments on filesystem plugin. When trying to upload files for a ticket, either through the web interface or through an email ticket, the system will not store the files if they are not one of the following file types: doc, txt, zip, pdf, jpg. These files are correctly stored in the file system and can be accessed from the ticket screen, once the ticket is opened.

Files such as docx, png, xlsx etc will not upload at all. No error is thrown and when the ticket is opened, the links to the files appear on the ticket, but a blank screen is presented when they are clicked. The files are also not present in the file system.

The attachments form field has been tested with the following options:

Restrict by File Type: No restrictions
Additional File Type Filters: [empty]

Restrict by File Type: No restrictions
Additional File Type Filters: .doc, .txt, .zip, .jpg, .jpeg, .pdf, .png, .xls, .xlsx, .7z, .docx

KevinTheJedi

pan21

Do you have the Admin Panel > Settings > Tickets > Ticket Attachment Settings > Config > Strict Mime Type Check setting enabled? If so try disabling it and retest.

Cheers.

pan21

KevinTheJedi

No, it is disabled. Further testing not even these upload reliably to the system. Some times they will, others the filesystem plugin creates the folder to store the file but it never gets uploaded. The folder has 777 permissions as well.

KevinTheJedi

pan21

Are you using the latest build of the FS plugin? Can you try changing your Apache instance from PREFORK to FAST_CGI?

Cheers.

pan21

KevinTheJedi

Unfortunately, we are on a shared webhosting platform and don't have the options to configure Apache. I don't understand why it sometimes uploads while other times it does not.

I can also see in the db that the filename is not actually stored in the table for the attachments. Not the actual neither the one given by the system.

Kind regards

KevinTheJedi

pan21

The attachment record will not have a filename unless the attachment is deduplicated and has a different name than the original file. The filename will mainly be stored in the _file table. The actual data for the file is stored in the _file_chunk table (if storing in the db) or in a folder in the attachment folder on the server (if storing on filesystem).

You should reach out to your host to see if they have any security rules blocking your requests. Shared Hosts are the worst about these things as they have to be strict since the platform is shared.

Cheers.