Hi ntozier (it has been a while - but trying again) - I have identified the source of the file not foudn problem. The issue occurs when a customer email is received with the following HTML tag embedded:
<img border="0" width="26" height="26" id="Grafik_x0020_6" src="cid:image002.jpg@01D2DAB9.2C1FEB60" alt="IN@4x">
What happend here is that on receipt of the email, the ticket is logged (I am notified of the new ticket) but the system faults when trying to then send out the summary email and I get an email (instead) with the subject "IOException: Unable to read resource content", and the email reads soemthing along the lines of "root)/attachments/o/o45av85NP04Hoxhw3NcNsMw1yJeHbyNA: Unable to read from file".
Now, the email is logged, any attachments are fine and everything else in the system seems to function OK but whenever these tickets are opened (even to view them) we get this IOException email.
This problem also prvents the sending out of email updates for these tickets due to the same problem.
So, I think the problem seems to be that on creating the ticket, osTicket fails to access the embedded image but still records the fact that the image is there (when it isn't) leading to these subsequent failures.
We obviously cannot control what the users embed in their emails so is there something that can be done to handle this edge case please at is is quite frustrating and sometimes potentially dangerous as ticket updates are not being sent out to customers as a result of this ini such cases.
I should add that in all other cases, everything seems to be working fine with osTicket and I love it but this is causing us a major headache.
Would appreciate you investigating further if possible.