Email signatures as images

rcarvalhocc

Hi, since the last update I had some problems with my attachments, I use the plugin to store the attachments on the filesystem, and every ticket I have lost the attachments included. I can deal with that because I have the original emails where I can download them. The big problem is when I try to reply it gives me an error and the reply won't be sent via email to the user.

With every new ticket that seems to be solved. The attachments are visible and everything seems to work fine. But there are some email signatures that our collaborators use as image that give me the same error, even in new tickets. It seems like the file is not found.

osTicket Version: v1.12.5 (933bb1f)
Web Server Software: Apache/2.4.29 (Ubuntu)
MySQL Version: 10.4.12
PHP Version: 7.3.14-6+ubuntu18.04.1+deb.sury.org+1

If anyone has an idea on how to solve this I would very much appreciate.

Thanks in advance.
Ricardo

ntozier

Do the files exist in the filesystem? (note their names are hashed to help obfuscate them but if you look for the datetime stamp you should be able to see if the files are in the upload folder you specified. If the file is getting created in PHP's temp folder and then moved like it should be to your upload folder then you should check the ownership/permissions on the files.

Are you seeing any errors in your PHP and/or Apache error logs?

rcarvalhocc

Hello ntozier,

So I ran some "locate" commands to try and find the files. I took a ticket with a valid image

and it is found.

And with this, I took another ticket with the problem I was telling you about and it checks out, it is not in the filesystem, but shouldn't it be created?

Not found:

Every other image and attachment is showing correctly when the ticket is created. I'll try to check for errors when this situation occurs.

KevinTheJedi

@rcarvalhocc

Go to Admin Panel > Settings > Tickets > Settings > Ticket Attachment Settings > click Config and ensure Enable Attachments is Enabled and you aren't restricting any filetypes, etc. After you've done this, retest by sending a new email and see if that shows the signature images correctly.

Cheers.