User attach an image in "Open New Ticket" form, does not display

stelaso

This is my osTicket configuration:

osTicket Version v1.17.8
MySQL Version 8.0.37
PHP Version 8.2.33

I found that after an User attach an image in "Ticket Details" text editor box under the "Open a New Ticket" page, the editor box does not display the attached image immediately inline. Toggle to the HTML code, it shows <img> tag with a file key and signature details.

If i continue to submit this new ticket with such attached image (which doesn't display properly), an agent can actually see the attached image in Ticket page.

Under admin panel of osticket, i found that in "System Settings and Preferences", there is an item under "Attachments Storage and Settings" called "Login required".

Previously when an attached image doesn't show up, this option was checked. if i un-check this option, i found that attached image now show up in textbox editor.

Is it a bug?

KevinTheJedi

stelaso

Have you applied this, restarted the webserver, restarted PHP-FPM (if running), clear all browser cache/cookies/sessions, and retest?

Cheers.

stelaso

KevinTheJedi

I forgotten about this. Now after I applied your patch https://github.com/osTicket/osTicket/pull/6932 on osTicket v1.18.4. , it becomes the same situation as what i see in osTicket v1.17.8

I must ENABLE the option "Login required: Require login to view any attachments" if user wants to see their attached image in the message editor when Open a New Ticket.

If this option DISABLED, user will see a broken image icon even after they attach an image.

stelaso

Yes. I've applied this patch https://github.com/osTicket/osTicket/pull/6932 on osticket 1.17.8 download version.
Same issue.

Without this patch, the issue is worse. HTML code of attached image only say "csrf error", and no file key or signature will be shown. Attached image won't be saved into ticket if the ticket is submitted. Sys log will also show a CSRF warning.

As i said initially, Under admin panel of osticket, i found that in "System Settings and Preferences", there is an item under "Attachments Storage and Settings" called "Login required". if i un-check this option, i found that attached image now show up in textbox editor.

KevinTheJedi

stelaso

Hmmm, not too sure as I'm unable to replicate this issue with latest v1.18.4 on PHP 8.3-8.4 and NGINX.

Cheers.

stelaso

Anyone share same experience on v 1.17.8?

If that "Login required: Require login to view any attachments" is un-checked, file attachment link can be given to general public to view the attachment file. I guess this is the reason why osticket team design this option.

However, given what i experience now, i think i cannot enable this option for now. Otherwise users will complain a bug in the Open a New Ticket form when they attach an image.

stelaso

I tried latest osticket v1.18.4, same issue that attached image is not correctly showing up in the message box.

when i toggle to the HTML code mode, it shows
<img src="URL not supported"

In this version v1.18.4, even i DISABLE the option "Login required: Require login to view any attachments", it's still the same. Won't solve the problem. This is different from v1.17.8

KevinTheJedi

stelaso

Hmm, that’s is very odd. I’m unable to replicate.

Cheers.