Hi,

We started using the newer version like few weeks ago, and experiencing this error.
Found some github issues about it.

https://github.com/osTicket/osTicket/issues/4204
https://github.com/osTicket/osTicket-plugins/issues/101

Our problem pretty much the same, that the attachment seems like it is attached, then after we post it, the attachment gone missing. I found out, that there is a table, called ost_file, where the uploaded file got registered, after that, it don not insert any line in the ost_attachment table - which help the system to attach the file to the thread (as I found out later). I read, that this error gonna be solved in 1.12.x.

System:

Furthermore we use the plugin, from osTicket site, named 'Attachments on the file system'.

Could you help me solve this error, or at least tell me, that it is our fault (like did not setup something correctly)?

Thanks in advance!

@zsemlezs

I can use the FS plugin with osTicket v1.12 with no issues. I'm assuming you have some permission/ownership issues, directory path issues, fatal errors, etc. You should make sure the attachment dir is owned by the apache user/group, make sure you put the full path to the directory in the plugin config settings, and check your apache/php error logs for any fatal errors.

Cheers.

    KevinTheJedi
    Thanks your answers, all checked, and nothing.

    Like one of the links I attached, the error is intermittently. We can use the plugin + osticket, it is working, but there are cases, when I attach a file, I can see it is uploaded, then when I post the reply, the attachment just gone.
    As it is described here: https://github.com/osTicket/osTicket/issues/4204

    At the end of this github thread, I can see, that this error is addressed to be solved in 1.12.x.

      @zsemlezs

      Yes it is addressed in v1.12, that's why it's strange you're having this issue.

      If the file looks like it attached but does not show up on the thread entry after posting then the file wasn't actually uploaded/attached successfully. This means that there is an error somewhere along the way and you have to debug to find where it errors out. Enable Apache/PHP error logging to see if you get any related, detailed errors.

      Cheers.

        KevinTheJedi

        One more thing, that I found out, that the file arrives at the file system, it registers to the ost_file table, but it do not get into the ost_attachments table (in that case, when the attachment do not attach to the thread entry, after it had been sent out). Could it be something there, where the information inserted into the ost_attachments table? So the upload was succesful, the only thing that is not, is the pairing.

          KevinTheJedi

          Checked PHP error log, and no error find in connection to the problem above. Then where to continue?

            @zsemlezs

            Start by var_dumping along the upload/attachment process and see where it fails.

            Cheers.

            4 years later

            @zsemlezs , Were you able to resolve this issue? We are running ver 1.17.3 on php 8.1 and facing same problem. Attachment appearing in ost_file table, however not in ost_attachments.

              AmritC

              Responding to a 4 year old ticket lmao. Make the webserver user the owner of the attachments folder, don't just give it permissions, it has to become owner from my experience facing similar issues.

                Write a Reply...