We run multiple instances of OST under Windows Server 2008 and IIS7, and recently we started receiving complaints about attachments not being saved to the server on one of our OST installs. So I logged in and systematically tried to open tickets with an attachment.
1. through the web page not authenticated against OST.
2. through the web page authenticated against OST with ticket# and email.
3. through the /scp/ portion as staff.
It worked flawlessly for me. It worked flawlessly for the person reporting the problem. But it did not work for her "customers". They could open the ticket, but the attachment was not saved. My first thought was that OST was silently failing the attachment for file size or file type restrictions. This is not the case.
SOLUTION:
It seems that some time ago, someone setup server authentication for the web page. (ie username/password like .htaccess). Since I'm normally logged into the site, it never occurred to me that this authentication was relatively new. The short of it, is that although "Internet Guest Account" had write access to the directory where attachments are stored, once someone authenticates this way they are no longer an "anonymous" user. Make sure that if you setup something similar that you check the directory permissions.
Cheers,
