Images Won't Stay in Email Templates

Scott_McCoy

I have three sets of email templates. Two of the sets are exactly the same general layout (I duplicated it), but then I changed the logo for the new set. The original set shows the logo just fine and has never had an issue. The other set constantly loses the logo (images). I add images and they show up and test fine. Then a day later they are gone. No idea what's going on?

I did notice the images that are being lost are never displayed in the "choose" section for the "insert image" feature.

I also tried hard-coding my images to a URL on my server, but they just disappear after a while.

Very strange. No idea what is going on or what to try next.

Scott_McCoy

I'll add that the above screenshot is when I use the "upload image" feature in osTicket. It keeps the size but the image is gone. When I used a hard-coded URL for the image, after a day it stopped working and displays nothing in the emails. All code was totally gone.

ntozier

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Environment details?
Version of osTicket?

Scott_McCoy

Server Information
osTicket Version v1.12.2 (a5d898b) — Up to date
Web Server Software Apache
MySQL Version 10.2.26
PHP Version 7.2.21
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone Setting default timezone is highly recommended
Database Information and Usage
Schema ticket_db01 (localhost)
Schema Signature 00c949a623b82848baaf3480b51307e3
Space Used 13.86 MiB
Space for Attachments 7.48 MiB
Timezone CDT (Interpreted as America/Chicago)

Scott_McCoy

This continues to happen. The images are gone from the osTicket editing view, too. I'm totally not understanding this?

ntozier

I've personally never tried to put images into the email templates before.
I put them in canned responses, and replies and have not had this issue.
Are you storing attachments in the database?

Scott_McCoy

Yes, the store attachments in db is the only option.

The first two times I uploaded images, they show up in the image selection dialog box (see screenshot middle). However, new uploads don't show up there so I can't selected them. In the top area of my screenshot, you can see the image I want. It shows up now, but in a day or so it will be gone for some reason.

ramrajone

Someone else had an issue, when they upgraded to 1.12 it fixed it, maybe it's broken after 1.12.2
https://forum.osticket.com/d/93770-image-upload-issue-in-templates/9

Scott_McCoy

Here it is. The next day and the image is gone/broken. AUGH!

KevinTheJedi

@Scott_McCoy

Please use a vanilla install of osTicket (ie. install with no mods/themes) to test and post back here with the results.

Cheers.

Scott_McCoy

No luck.

I hard-coded the image URL to my server in a separate directory and it seems to be working. Obviously, there is a bug with the built-in editor "image" function.