Hi everyone!

I’m having a little bit of trouble with attachments to canned responses.

This is my osTicket information.
I’m running this osTicket on a Synology Diskstation. I’ve also tried it with the 1.14.6 version and version 1.15.2 installed on a server. The problem was the same.

When I create a canned response with a pdf file attached, I can send this as response to a ticket. But when I logout from osTicket and log in again, the canned answer can be send, but the pdf file doesn’t get send. Despite it is still shown in the canned responses section as well as in the ticket when select the canned response. The text of the canned response is always send.
The pdf file size is 373kB.
The error in system logs says „Mailer Error Unable to email via php mail function:"Thomas" mail() returned failure“

Do I have to do more than uploading the pdf file to the canned response or is this a bug? I really wonder what the problem is as attachments work without any problems when I add them manually but not as canned response to a ticket.

Thanks to all of you in advance for your help!

Best
Thomas

Are you using PHP mail or SMTP?
The error that you provided specifically states that PHP Mail failed. If you are set to use SMTP then the only reason that you would see this is if SMTP failed and it fell back to PHP.

It seems that there is a problem with the combination text + attachment. When I split the canned response into two (one with text and the other with the attachment) and add them one after another to my ticket response, it works...

*edit
looks like I've been celebrating too early. That worked only one time.

*edit2
It's working now with two canned responses, when I first pick the response with the text and then the response with the attachment.

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