ntozier Thank you for taking the time to reply and the explanation, it is very much appreciated.

Thanks

We seem to have an issue where if someone attaches a file with the .htm or .html extension (incoming via email) then it is excepted even though that file extension is not listed in the settings.

Any ideas on how we can restrict this?

Thank you

Thank you so much. I really appreciate your time. Have a great day.

@KevinTheJedi

I did read the post above. I opened the file you gave and searched for the word "note". This gave me the code below -

<tr>
<td id="L530" class="blob-num js-line-number js-code-nav-line-number js-blob-rnum" data-line-number="530"></td>
<td id="LC530" class="blob-code blob-code-inner js-file-line"><span class="pl-k">DROP</span> <span class="pl-k">TABLE</span> IF EXISTS <span class="pl-s"><span class="pl-pds"></span>%TABLE_PREFIX%note<span class="pl-pds"></span></span>;</td>
</tr>
<tr>
<td id="L531" class="blob-num js-line-number js-code-nav-line-number js-blob-rnum" data-line-number="531"></td>
<td id="LC531" class="blob-code blob-code-inner js-file-line">CREATE TABLE <span class="pl-s"><span class="pl-pds"></span>%TABLE_PREFIX%note<span class="pl-pds"></span></span> (</td>
</tr>
<tr>

I have no clue where else to look or what else to do, as I am not an expert? Can anyone advise me on a step by step basis of what I need to do please.

Thank you for your time.

Hi KevinTheJedi thank you for taking the time to reply.

Would this be relevant? If so what exactly do I need to do, to create the table? Thank you

<tr>
<td id="L530" class="blob-num js-line-number js-code-nav-line-number js-blob-rnum" data-line-number="530"></td>
<td id="LC530" class="blob-code blob-code-inner js-file-line"><span class="pl-k">DROP</span> <span class="pl-k">TABLE</span> IF EXISTS <span class="pl-s"><span class="pl-pds"></span>%TABLE_PREFIX%note<span class="pl-pds"></span></span>;</td>
</tr>
<tr>
<td id="L531" class="blob-num js-line-number js-code-nav-line-number js-blob-rnum" data-line-number="531"></td>
<td id="LC531" class="blob-code blob-code-inner js-file-line">CREATE TABLE <span class="pl-s"><span class="pl-pds"></span>%TABLE_PREFIX%note<span class="pl-pds"></span></span> (</td>
</tr>
<tr>

We have recently upgraded to 1.17.2 and since then have been getting some DB Error #1146. I have pasted an extract from the logs below -

The actual full errors are as follows -

NUMBER ONE

[SELECT A1.* FROM osti_note A1 WHERE A1.ext_id = 'U37370' ORDER BY A1.sort ASC, A1.created ASC]

Table 'fireplac_osti1.osti_note' doesn't exist<br />
<br />
---- Backtrace ----<br />
#0 (root)/include/mysqli.php(207): osTicket->logDBError('DB Error #1146', '[SELECT A1.* FR...')<br />
#1 (root)/include/class.orm.php(3482): db_query('SELECT A1.* FRO...', true, true)<br />
#2 (root)/include/class.orm.php(3529): MySqlExecutor->execute()<br />
#3 (root)/include/class.orm.php(2010): MySqlExecutor->getArray()<br />
#4 (root)/include/class.orm.php(2054): ModelInstanceManager->{closure}()<br />
#5 (root)/include/class.orm.php(2033): CallbackSimpleIterator->next()<br />
#6 (root)/include/class.orm.php(2042): CallbackSimpleIterator->rewind()<br />
#7 (root)/include/class.orm.php(1713): CallbackSimpleIterator->valid()<br />
#8 (root)/include/class.orm.php(1723): CachedResultSet->fillTo(9223372036854775807)<br />
#9 (root)/include/class.orm.php(1337): CachedResultSet->asArray()<br />
#10 (root)/include/staff/templates/user.tmpl.php(47): QuerySet->all()<br />
#11 (root)/include/ajax.tickets.php(316): include('/home/fireplac/...')<br />
#12 (root)/include/class.dispatcher.php(153): TicketsAjaxAPI->viewUser('102463')<br />
#13 (root)/include/class.dispatcher.php(40): UrlMatcher->dispatch('102463/user', Array)<br />
#14 (root)/include/class.dispatcher.php(122): Dispatcher->resolve('102463/user', Array)<br />
#15 (root)/include/class.dispatcher.php(40): UrlMatcher->dispatch('/tickets/102463...', NULL)<br />
#16 (root)/scp/ajax.php(326): Dispatcher->resolve('/tickets/102463...')<br />
#17 {main}

NUMBER TWO

[SELECT A1.* FROM osti_note A1 WHERE A1.ext_id = 'U39742' ORDER BY A1.sort ASC, A1.created ASC]

Table 'fireplac_osti1.osti_note' doesn't exist<br />
<br />
---- Backtrace ----<br />
#0 (root)/include/mysqli.php(207): osTicket->logDBError('DB Error #1146', '[SELECT A1.* FR...')<br />
#1 (root)/include/class.orm.php(3482): db_query('SELECT A1.* FRO...', true, true)<br />
#2 (root)/include/class.orm.php(3529): MySqlExecutor->execute()<br />
#3 (root)/include/class.orm.php(2010): MySqlExecutor->getArray()<br />
#4 (root)/include/class.orm.php(2054): ModelInstanceManager->{closure}()<br />
#5 (root)/include/class.orm.php(2033): CallbackSimpleIterator->next()<br />
#6 (root)/include/class.orm.php(2042): CallbackSimpleIterator->rewind()<br />
#7 (root)/include/class.orm.php(1713): CallbackSimpleIterator->valid()<br />
#8 (root)/include/class.orm.php(1723): CachedResultSet->fillTo(9223372036854775807)<br />
#9 (root)/include/class.orm.php(1337): CachedResultSet->asArray()<br />
#10 (root)/include/staff/templates/user.tmpl.php(47): QuerySet->all()<br />
#11 (root)/include/ajax.tickets.php(316): include('/home/fireplac/...')<br />
#12 (root)/include/class.dispatcher.php(153): TicketsAjaxAPI->viewUser('102473')<br />
#13 (root)/include/class.dispatcher.php(40): UrlMatcher->dispatch('102473/user', Array)<br />
#14 (root)/include/class.dispatcher.php(122): Dispatcher->resolve('102473/user', Array)<br />
#15 (root)/include/class.dispatcher.php(40): UrlMatcher->dispatch('/tickets/102473...', NULL)<br />
#16 (root)/scp/ajax.php(326): Dispatcher->resolve('/tickets/102473...')<br />
#17 {main}

I am certainly no expert, but from my little knowledge it looks like the osti_table doesn't exist? Is this something that can be re-created etc? If so, would you be kind enough to provide step by step instructions as I am useless with PHPMyAdmin

Thank you

Hi,

Hope this post is allowed? If not apologies, please remove.

Is there anyone who I can pay to upgrade my osticket installation from 1.15.7 to 1.16.3? I have tried multiple times and keep getting various errors.

It must be someone experienced, who is able to identify any issues and resolve.

Please private message.

Thank you

Hi,

@ntozier

Thanks for your help! You can close this one down. It was in the Banned List, although I had searched twice previously and it didn't appear, it was in there this time.

Kind Regards

No, there is no user account for that email address, but we don't require registration

Thank you

Hi,

We have just created a new department and a new email address. The email is setup to be collected by POP3 every 10 minutes and then it should appear in the department.

The emails are being collected from the POP3 mailbox by Osticket, however they are not appearing as tickets in the helpdesk.

I have sent an email, checked in the POP3 box that it is there, then next time osticket collects the email and deletes it from the pop3 box, the ticket is not created.

I have checked the osti_ticket table and there is no ticket being created at all, so I am not sure where the email is going the after the helpdesk accesses the POP3 box and deletes it?

Any ideas?

I have checked that the from email address isn't in the banlist and also that there isn't a filter setup that would delete it, but I can't see what the issue might be? Any ideas?

Kind Regards

Hi,

KevinTheJedi

Thank you so much. There aren't any records that match the ost_file table, so do you think it would be ok if I just either press the 'empty' table button in the PHPMyAdmin database view or go into the table, select operations and press the truncate button?

Which do you think might be best in this case?

I have backed up the table already.

Thank you

Hi,

ntozier
KevinTheJedi

We have run the command again as suggested and the output as is follows ️

The result of the provided command:

php setup/cli/manage.php file migrate --backend D --to F
#!/usr/bin/env php
Migrated 0 files

Any suggestions now please?

Thank you

Hi,

KevinTheJedi

I have checked the osti_file table and all of the records show bk = F. There are no D records in the bk column.

Do you think it is worth running the migration command again? We were doing them in blocks of 1000 to ease server load, however the last one we did only processed just over 400 and so I assume they are all done.

I have attached a screen shot of the PHPMyAdmin just in case you can see any issues from there.

Any other suggestions would be greatly appreciated.

Many Thanks & Kind Regards

Hi,

After many months of trying, we have managed to get attachments on the filesystem installed and working correctly. We then rang the command to migrate attachments from the Database to the filesystem.

Great news! We reduced the database size from 5.44GB to 1.88GB (cpanel figure), however this still seems very large and I need your help to understand why?

I have checked the osti_file table and all of the rows have a F value in the bk column, so this shows they are all on the filesystem rather than in the database, however in the system information (see image at top of post), it still shows the Space Used as 1927.90MiB and space for attachments to be 1647.67 MiB.

The only significant table is the osti_file_chunk table which shows 1.6GiB in PHPMyAdmin, all of the other tables are just small numbers of MiB or KiB.

Is there anything I can do to reduce this table down further or is that what it should be now?

We were ideally trying to get the database to less than 1GB?

Kind Regards

Hi,

No. no mod security or selinux.

Thank you

Hi,

I am having issues with the "Attachments on Filesystem Plugin". I have uploaded the phar file and enabled it in the plugins section of the admin panel. I have changed the path and set the folder permissions on the newly created directory. I have then changed the "store attachments" in settings to "Filesystem : path to new directory ".

When I create a new ticket by email, the email arrives and the attachment is there and opens etc, but it does not appear in the directory that I have created?

Any ideas please?

Kind Regards