osTicket 1.17.2 missing attachements after upload via ticket reply

czarek

I am having a very annoying issue where our attachments appear to upload after use "choose them" link, but after i click post, and going back to the ticket, the message is there, but the attachments never uploaded.
My post reply:

and result of post:

My osTicket:

Other thing is, that after select file, i need to wait a while to get "all changes saved", otherwise i didn't upload even before.

KevinTheJedi

czarek

Upgrade to a supported version (either v1.17.5 or v1.18.1).
Try changing your Apache from PREFORK to FAST_CGI.

Cheers.

czarek

KevinTheJedi
ad.2 i'm already using FAST_CGI.

I made some tests and figured out, that attachements are not apearing, when i reply to "closed" or "resolved" tickets.
After reopened and reply, they show up correctly.

I'll try to upgrade to current version today

czarek

Seems like upgrade to 1.18.1 resolved the problem

czarek

In long-term tests with more agents than me, problems seems to appear in random situations.

Another problem is waiting to "all changes saved". Is there any reason why it takes so long?

Current version is 1.18.1

KevinTheJedi

czarek

You’ll have to explain those random situations and be able to replicate them or at the very least have related errors referencing the issue for us to further assist.

Drafts save every 5 seconds of inactivity. The length of time to save drafts depends mainly on network speed, server speed, and databas speed.

Cheers.

czarek

At the bottom, You see the log of a single try to attach pdf file:
192.168.55.12 - - [18/Jul/2024:05:26:21 +0000] "GET /scp/tickets.php?id=14722&_pjax=%23pjax-container HTTP/1.1" 200 13246 "https://mywebstie.com/scp/tickets.php" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/126.0.0.0 Safari/537.36" 192.168.55.12 - - [18/Jul/2024:05:26:35 +0000] "POST /scp/ajax.php/form/upload/attach HTTP/1.1" 200 879 "https://mywebstie.com/scp/tickets.php?id=14722" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/126.0.0.0 Safari/537.36" 192.168.55.12 - - [18/Jul/2024:05:26:35 +0000] "POST /scp/ajax.php/lock/ticket/14722 HTTP/1.1" 200 910 "https://mywebstie.com/scp/tickets.php?id=14722" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/126.0.0.0 Safari/537.36" 192.168.55.12 - - [18/Jul/2024:05:26:39 +0000] "POST /scp/tickets.php?id=14722 HTTP/1.1" 302 936 "https://mywebstie.com/scp/tickets.php?id=14722" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/126.0.0.0 Safari/537.36" 192.168.55.12 - - [18/Jul/2024:05:26:39 +0000] "GET /scp/tickets.php HTTP/1.1" 200 6205 "https://mywebstie.com/scp/tickets.php?id=14722" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/126.0.0.0 Safari/537.36" 192.168.55.12 - - [18/Jul/2024:05:26:39 +0000] "GET /scp/autocron.php HTTP/1.1" 201 356 "https://mywebstie.com/scp/tickets.php" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/126.0.0.0 Safari/537.36"
I'm just opening a ticket, put a attachment and some text, waiting to "all changes saved" and Reply. In result, i've a test, but without attachment.
That strange, but i've just install a fresh osTicket 1.18.1, where i can put the attachement in, dot as a text and reply without waiting for "all changes saved" and everything is perfectly saving into datebase.

Is there a some log file of osTicket, where i can also look for some errors?

KevinTheJedi

czarek

The only place in osTicket is the Admin Panel > Dashboard > System Logs. Other than that it's all other logs on your server.

Cheers.

czarek

So there is nothing else i can provide to show what's happening.
The problem seems to appear more often, when i try to reply to solved or closed ticket. If i reopened ticket first and then try to reply, mostly attachment is appearing

KevinTheJedi

czarek

So I see the message in your OP was empty. What happens if you type a message and attach a file? Usually this can indicate session issues. Are there any similarities between devices, etc. where the issue occurs to help narrow this down?

Cheers.

czarek

KevinTheJedi
Problem appears at many different devices, without any scheme.
There was a dot in the message 🙂 it is impossible to reply without type something as message. I've also waited to "all changes saved" 🙂

KevinTheJedi

czarek

Can you try updating these INI directives, restart the web server (and PHP-FPM if you’re running it), and retest? Apache has its own set of upload file size limits, post/request limits, etc. as well.

Cheers.