Problems with ticket submission

nachogalvan

Since the last update to 1.18.1, it randomly happens to us that 20% of the tickets that are responded to with attachments (txt, docs, excel) the responses leave the server without the attachment and the response has to be resent. We did not find any pattern, since the attachments are small and only occur with 20% of the total responses generated.

KevinTheJedi

nachogalvan

Are the attachments too big and being dropped by the server? Can you check your PHP and Apache limits for max file size, max post size, etc.?

Cheers.

nachogalvan

Hello! Good morning and thank you for the prompt response. Yes, the limits are exceeded, the responses and attachments to each ticket are very small and short. They are not filtered for that reason. We don't see anything in the logs either. The response emails arrive perfect, but without attachment. When generating the response again, they usually come back fine.

KevinTheJedi

nachogalvan

Sounds like potential session issues then. I would suggest changing your Apache from prefork to fast_cgi and retest.

I would also recommend increasing Apache/PHP limits just to see.

Cheers.

KevinTheJedi

nachogalvan

Oh, I forgot, the other most common cause for this is the server has a firewall and requests with certain attachments trigger security rules and get blocked/rejected.

Cheers.