Server Information
osTicket Version v1.17.4 (ea462cb) — v1.17.5 is available
Web Server Software Apache/2.4.53 (Rocky Linux) OpenSSL/3.0.1
MySQL Version 10.10.3
PHP Version 8.1.22

Issue: Uploaded attachment file does not get sent to the recipient nor saved in the ticket.

Steps:

  • I upload a file as attachment.
  • It shows file uploaded
  • I click on [Post Reply].
  • Attachment is sent to the recipient nor does it show in the conversation history.
    IMP: This happens in 6/10 cases. In 4/10 instances the attachment works fine.

I have tested PDF, DOCX, ZIP attachment types.
File names are < 30 characters & all simple alpha-numeric, no special characters in file name
File size is <1 MB. I have seen this issue with file size as small as 10kb.
No errors in PHP error logs.

I have 3 separate installations of OSTicket on 3 different server and I'm experiencing this issue with all the server.

The most difficult part is it happens randomly. This has been happening since last 2 months. Nothing was changed during this time on the server side.

Happy to share ant additional information required to debug the issue

Thanks in advance.

Server 2 Information
osTicket Version v1.18.1 (0375576) — Up to date
Web Server Software Apache/2.4.37 (centos) OpenSSL/1.1.1k
MySQL Version 10.3.28
PHP Version 8.1.25

    rsclmumbai

    Sounds like session issues or something along those lines. Without errors or debug logs we'd be shooting blanks in the dark.

    Cheers.

        KevinTheJedi
        Agree about the shooting in the dark.
        Let me try logging in via incognito mode & see if the issue persists. I'll keep you informed.
        Thanks!!

            rsclmumbai

            Not necessarily session issues with just the browser; it could be at the server level as well.

            Cheers.

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