Issue with .eml file attachment

drico

Hi Support/@ntozier ,

When .eml attachment files are downloaded from OsTicket and opened, the email item contains code snippets with a message "An unexpected error occurred. Please click on this link to reload." instead of the actual email content. Could you please guide us on how to fix this issue?

Here are the steps to reproduce the issue [using Outlook 2016]:
Case A:

Click new email
Attach Item from Outlook email
Send the email to the ticketing system
Ticket opens with the .eml attachment
Download and open .eml attachment from the ticket created.
Opening the .eml shows code snippets instead of the actual email content.

Case B:

Click new email
Drag and drop .eml file into the email
1. Send the email to the ticketing system
Ticket opens with the .eml attachment
Download and open .eml attachment from the ticket created.
Opening the .eml shows code snippets instead of the actual email content

I've already added .eml under Ticket Attachment Settings' file type filters but the issue still persists.

Environment Details:
PHP Version: 7.0.15
Web Server Software: Microsoft-IIS/10.1
MySQL Version: 5.7.27
osTicket Version: v1.10

Thanks,

KevinTheJedi

@drico

Have you tried upgrading to a version that's supported? 😁

You would need to upgrade to v1.12.5 or v1.14.1 and retest as the 1.10.x series is no longer supported.

Cheers.

drico

Hi KevinTheJedi is there any other way aside from doing an upgrade? A patch for the specific issue maybe? As much as possible, we wanted to stay on our current version since we already have lots of customization made for our ticketing system and having to transition them over the the upgraded version will be a pain.

Thanks,

KevinTheJedi

@drico

Well the 1.10.x series is no longer supported by us so you really should upgrade. When a version is no longer supported there are no more maintenance or security updates so any vulnerabilities found later might be applicable to your installation which is not good.

You can try to apply the commit but there is no guarantee it’s going to work because it’s meant for later versions. Basically the code might be different so it might not apply correctly.

https://github.com/osTicket/osTicket/commit/3299278d9282436db7335695315421c551340055

Cheers.

ntozier

If you do not want to upgrade then you would have to look at the Pull Requests on github and attempt to figure out which PR fixed the issue and apply them manually. Since you are running 1.10 that's a pretty daunting task, so good luck.

drico

Thanks for the suggestions. I will review the commit shared by @KevinTheJedi and see.

Nav27

drico
Did that commit works for you?

ntozier

@Nav27 are you running osTicket v 1.10?

If so.. upgrade, that has not been supported since Nov 2019.