Attachments

drozenski

I cannot enable the attachment feature. I am unable to get it to accept the path no matter what i put in.

I have the directory in both

osticket/upload &

osticket/scp/upload

with 777 permissions.

I ran the php script that will find your real path but i get an eternal server error and get nothing back. so im stuck.

Any one able to give me a hand?

drozenski

nvm u can lock this.

stupid capital letter was snuck into my web directory by my host :

Barbara

I can not get the attachments section to work either.

Allow Attachements: I check mark this box. Error: invalid upload dir

Attachement folder: I have tried every variation of the path to the folder I created and I keep getting the error: Directory must be valid and writable.

Since there is nothing in the wiki or anywhere on the forum that gives information, can someone explain how to active the attachment function please?

Barbara

Found a solution in another thread.

use the following to set your folder:

../name-of-folder

That worked for me ...

However, as Staff, when I go to to the ticket ... I can't see any attachment. So how are Staff members supposed to retrieve attachments sent by customers?

drozenski

Found a solution in another thread.
use the following to set your folder:
../name-of-folder
That worked for me ...
However, as Staff, when I go to to the ticket ... I can't see any attachment. So how are Staff members supposed to retrieve attachments sent by customers?

They should be attached to the ticket itself and down loadable that way

Barbara

Thanks for the reply.

I upgraded to the latest version of this program last night in order to get a mod to work (the "age" column) ... and did a new test ticket with an image attachment ... and there is no indication that there is an attachment when viewing the ticket within the staff area. Never has been.

Now, even though I evidentially did the setup right in admin for attachments, could it be that it doesn't like the folder I created?

www. website. com/helpdesk/uploads and it's 777 for permissions.

The error log in the server says (edited for privacy):

PHP Warning: move_uploaded_file(../uploads/319B293117B9B80_H_H_Heiser_Horse_Tack_Maker_Mark.jpg) : failed to open stream: No such file or directory in /var/www/vhosts/website. com/httpdocs/helpdesk/include/class.ticket.php on line 834, referer: http://www.website(http://www.website) .com/helpdesk/open.php

I've never touched the class.ticket.php file, so I'm not certain why the program isn't finding what it needs there. Any ideas?

Barbara

The following error followed the first error I mentioned above ...

PHP Warning: move_uploaded_file() : Unable to move '/tmp/phpTZ5mlB' to '../uploads/319B293117B9B80_H_H_Heiser_Horse_Tack_Maker_Mark.jpg' in /var/www/vhosts/website.com/httpdocs/helpdesk/include/class.ticket.php on line 834, referer: http://www(http://www). website. com/helpdesk/open.php

Barbara

Sorry, just thought of another question concerning attachments.

When creating a ticket, there is just one attachment field.

Would it work if I just duplicated that field several times ... so a client can send multiple attachments per ticket?

Reason: my clients are those I build and maintain websites for. They will want to attach word docs, excel spreadsheets, and many pictures.

Hmmm, I guess I could mention that "if more than one item is to be sent, please place all in a zip folder" .... but would there be a max file size for that, similar to the common 10MB limit for free email services?

Barbara

I still need help with this, folks. Please. Clients sending us attachments is a major aspect of our work ...

Barbara

I just created a ticket with an attachment (a lovely pic of myself) and again, there is no mention of an attachment in the Staff admin.

The error log file for the site has the following:

PHP Warning: move_uploaded_file(../uploads/3ED96A85131FA20_barbpic60.jpg) : failed to open stream: No such file or directory in /var/www/vhosts/ourwebsite.com/httpdocs/helpdesk/include/class.ticket.php on line 834, referer: http://www.1webhost2000.com/helpdesk/open.php(http://www.1webhost2000.com/helpdesk/open.php)

PHP Warning: move_uploaded_file() : Unable to move '/tmp/phpOqIFgn' to '../uploads/3ED96A85131FA20_barbpic60.jpg' in /var/www/vhosts/ourwebsite.com/httpdocs/helpdesk/include/class.ticket.php on line 834, referer: http://www.ourwebsite.com/helpdesk/open.php(http://www.ourwebsite.com/helpdesk/open.php)

This is the latest upgraded version of OSTicket. The only modification concerns the age of tickets, as I mentioned above in previous post.

I had created a file in the root of our support ticket folder called /uploads/ ... and the settings in Admin accepted that folder.

Is global registers doing some sort of blocking? With the updated version of the program, it's asking to turn off global registers in the admin settings.

Barbara

Thanks to help found in another thread of mine concerning global registers ... when you have global registers off - attachments show up for the appropriate tickets in the staff admin. WHEW! That is solved.

Now, one last question ... can I just copy/paste the attachement field on the create a ticket page for when a client needs to send more than one image/file? Will that work or is there more involved to it than just that?

Or just put up a note telling people to upload a .zip folder if sending more than one image/file?

EDITED: Wait - there is still no attachment for when someone submits a ticket and attaches a file ... so I'm still at square one with that problem. What I just saw is when we answer that ticket with an attachment of our own, that attachment showed up in the Staff admin.

masino_sinaga

... EDITED: Wait - there is still no attachment for when someone submits a ticket and attaches a file ... so I'm still at square one with that problem. What I just saw is when we answer that ticket with an attachment of our own, that attachment showed up in the Staff admin.

That problem caused by your path directory for the uploaded file using relative directory for staff (for staff-side it works), whereas this will cause problem when your customer (client) submit a ticket with attachment file (for client-side it does not work).

Actually, there are lots of topics asking/discussing about this on this forum if you use the Search feature of this forum, even (I also wrote the article regarding this).

Hopefully that will help you.

Sincerely,

Masino Sinaga

Barbara

Masino,

Thank you again for helping me out.

I do have a folder established for client-side attachements:

ourwebsite.com/helpdesk/uploads/ and I have permissions at 777.

And the folder was accepted in the Admin settings for attachments.

But there is something in class.ticket.php that is not right, at least that is what I gather from the error messages in the error log file for the site (please see previous posts in this thread). This is where I'm stumped. I'm usually pretty good at figuring stuff out, but this one has me stumped.

Barbara

Guys,

I really need help with this. Clients sending us attachments is a major thing with our business. Please, can someone look through my previous posts in this thread, read the errors I've seen in the site's error log, and try to help me figure out what is wrong.

peter

Guys,
I really need help with this. Clients sending us attachments is a major thing with our business. Please, can someone look through my previous posts in this thread, read the errors I've seen in the site's error log, and try to help me figure out what is wrong.

As Masino mentioned, the issue is with the attachment path. You need real path not relative path for it to work in staff and client interfaces. The path should be of the form /home/username/public_htmlhelpdesk/uploads