We have an installation on a shared hosting using cPanel working for several years. The installation was configured to create tickets from emails using local piping and has been creating tickets for years.
Some days ago the tickets creation from email stopped working. The emails were refused with a permissions error. After some investigation changing the default file permissions of the api/pipe.php from 0644 to 0744 make it work. I am concerned that this change would be reversed on the next update and would like to find the source of the issue. Can you provide any help?`

Notes:
The OsTicket log lists no entry in the period of the error.
I include system info:
Server Information
osTicket Version v1.14.3 (f4f5bc6) — Up to date
Web Server Software Apache
MySQL Version 10.2.34
PHP Version 7.2.33
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
zip Used for ticket and task exporting
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone Europe/Madrid
Database Information and Usage
Schema zpmqnbpr_ostic (localhost)
Schema Signature 4bd47d94b10bd8a6bab35c119dadf41f
Space Used 65.73 MiB
Space for Attachments 59.52 MiB
Timezone CEST (Interpreted as Europe/Berlin)

Sounds to me like something was changed on the server. (software updated, security software updated, etc.)

The hosting support has answered me that cPanel documentation for version 84 says that 0700 permissions are required for php files used as destination of "Pipe to a program" email forwarders. I could not find anything in the changelog of cPanel pointing to a change in the required permissions for these files. So I still don't know the source of the problem.

Anyway since 0700 permissions are required and my installation of osTicket managed by softaculous seems to set the api/pipe.php to 0644. If I manually change api/pipe.php file permissions will a future update of osTicket revert the file to its previous permissions?

Since we do not make or distribute the Softaculous installer we would only be able to speculate. But I would say that it is very likely.

Thank you for your kind support. I will try to contact Softaculous.

Just for reference the issue has been solved and finally it was discovered that there were changes in the hosting that triggered the changes in the file permissions. Unfortunately the hosting provider did not admit it until I could show the historical backups that reflected how the file permissions were changed.

Also while the issue was investigated I contacted Softaculous who send me an script to automatically set file permissions on a specific file after an installation or upgrade of OsTicket. Finally this was not needed but they were very responsive.

Thanks for posting a follow up on this. I'll mark this as resolved and close the thread.
Please start a new thread if you have a new question, comment,. etc.

ntozier changed the title to [resolved] Need change file permissions api/pipe.php file to 0744 to make work.
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