Hi Team,
I am using osTicket (v1.18.1) on Windows Environment and I have couple of users reported that sporadically, when an attachment is added right before closing the ticket, the ticket attachment is lost.

I was unable to reproduce the behavior, but I can find multiple tickets are affected.

I have already set the attachments to save in File System instead of using MySQL.

Can you help me find out the cause of this behavior and how I can fix it?

Thanks,
Knychtell

  • KevinTheJedi replied to this.

  • cortkny2024

    Well if it has been set to that this whole time then no. It’d be something else entirely. Make sure the cron job user is the web server user. I don’t think I’ve ever seen an instance where attachments successfully upload and function fine but then reopening the ticket removes them.

    Cheers.

      cortkny2024

      1. Upgrade to the latest and retest.
      2. If you can still replicate after upgrading then provide an screenshot of Admin Panel > Dashboard > Information and exact steps to replicate.

      Cheers.

        cortkny2024

        1. Turn the helpdesk Offline (Admin Panel > Settings > System > Helpdesk Status > Offline > Save Changes).
        2. Disable Email Fetching (Admin Panel > Emails > Settings > Email Fetching > uncheck both boxes > Save Changes).
        3. Perform a full MySQL database dump (using MySQL's native mysqldump command is best).
        4. Perform a backup of all the site files (including plugins, etc.). You can zip the entire directory, etc. whatever works best for you.

        Then you should be good to start the normal upgrade process. If something goes wrong and you need to revert bcak you can simply restore the site files, drop/re-import the database, and re-enable the settings.

        Cheers.

          Hi @KevinTheJedi Thanks for the response.
          When i try to export the database to create a backup, MySQL80 service keeps crashing.
          I manage to identify 2 corrupted tables: ost_search and ost_file_chunk.

          I was able to export the database without this two tables with the native mysql
          mysqldump -u root -p mcbigrp --ignore-table=mcbigrp.ost__search --ignore-table=mcbigrp.ost_file_chunk > C:\Users\user\backup.sql

          Question; will this 2 tables affect the overall stability and performance of osTicket?
          PS. I have set osticket to use filesystem back in 2024 when I encountered the same behavior but back then the issue was just the ost_file_chunk

          How do I make sure that this is not encountered again? as of this time the size of mcbigrp db is 99 MB

          Thanks,
          Knychtell

            cortkny2024

            Ouch. Search table can always be rebuilt and reindexed however the file chunk table is very important. It houses the raw file data for files not stored on the filesystem. If that table is corrupted then that’s probably part of the issue.

            Cheers.

              Could this also be the reason why we are seeing sporadic incidents that when a Resolver attaches a file (Less than 20MB)
              and closes the ticket. When the ticket is reopened, the files are no longer present?

              As for the attachments, I set the the store attachments in File System. Right now, the folder resides in inetpub/wwwroot/osticket directory and its already 5GB.

              (
              https://)

                cortkny2024

                Well if it has been set to that this whole time then no. It’d be something else entirely. Make sure the cron job user is the web server user. I don’t think I’ve ever seen an instance where attachments successfully upload and function fine but then reopening the ticket removes them.

                Cheers.

                  Is there a guidance of how I can do repair /rebuild those corrupted tables in MySQL from a test environment without causing further issue before I do the upgrade?

                  With this information, is it safe to perform the upgrade now?

                  C:\Program Files\MySQL\MySQL Server 8.0\bin>mysqlcheck -u root -p mcbigrp
                  Enter password: *************
                  mcbigrp.ostsearch OK
                  mcbigrp.ost_api_key OK
                  mcbigrp.ost_attachment OK
                  mcbigrp.ost_audit OK
                  mcbigrp.ost_canned_response OK
                  mcbigrp.ost_config OK
                  mcbigrp.ost_content OK
                  mcbigrp.ost_department OK
                  mcbigrp.ost_draft OK
                  mcbigrp.ost_email OK
                  mcbigrp.ost_email_account OK
                  mcbigrp.ost_email_template OK
                  mcbigrp.ost_email_template_group OK
                  mcbigrp.ost_event OK
                  mcbigrp.ost_faq OK
                  mcbigrp.ost_faq_category OK
                  mcbigrp.ost_faq_topic OK
                  mcbigrp.ost_file OK
                  mcbigrp.ost_file_chunk OK
                  mcbigrp.ost_filter OK
                  mcbigrp.ost_filter_action OK
                  mcbigrp.ost_filter_rule OK
                  mcbigrp.ost_form OK
                  mcbigrp.ost_form_entry OK
                  mcbigrp.ost_form_entry_values OK
                  mcbigrp.ost_form_field OK
                  mcbigrp.ost_group OK
                  mcbigrp.ost_help_topic OK
                  mcbigrp.ost_help_topic_form OK
                  mcbigrp.ost_list OK
                  mcbigrp.ost_list_items OK
                  mcbigrp.ost_lock OK
                  mcbigrp.ost_note OK
                  mcbigrp.ost_organization OK
                  mcbigrp.ost_organization                  cdata OK
                  mcbigrp.ost_plugin OK
                  mcbigrp.ost_plugin_instance OK
                  mcbigrp.ost_queue OK
                  mcbigrp.ost_queue_column OK
                  mcbigrp.ost_queue_columns OK
                  mcbigrp.ost_queue_config OK
                  mcbigrp.ost_queue_export OK
                  mcbigrp.ost_queue_sort OK
                  mcbigrp.ost_queue_sorts OK
                  mcbigrp.ost_role OK
                  mcbigrp.ost_schedule OK
                  mcbigrp.ost_schedule_entry OK
                  mcbigrp.ost_sequence OK
                  mcbigrp.ost_session OK
                  mcbigrp.ost_sla OK
                  mcbigrp.ost_staff OK
                  mcbigrp.ost_staff_dept_access OK
                  mcbigrp.ost_syslog OK
                  mcbigrp.ost_task OK
                  mcbigrp.ost_taskcdata OK
                  mcbigrp.ost_team OK
                  mcbigrp.ost_team_member OK
                  mcbigrp.ost_thread OK
                  mcbigrp.ost_thread_collaborator OK
                  mcbigrp.ost_thread_entry OK
                  mcbigrp.ost_thread_entry_email OK
                  mcbigrp.ost_thread_entry_merge OK
                  mcbigrp.ost_thread_event OK
                  mcbigrp.ost_thread_referral OK
                  mcbigrp.ost_ticket OK
                  mcbigrp.ost_ticket                  cdata OK
                  mcbigrp.ost_ticket_priority OK
                  mcbigrp.ost_ticket_status OK
                  mcbigrp.ost_translation OK
                  mcbigrp.ost_user OK
                  mcbigrp.ost_user__cdata OK
                  mcbigrp.ost_user_account OK
                  mcbigrp.ost_user_email OK

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