customer user can not attach files

[splicelid]

Hello All, please help to resolve this problem
customer users attach a file but the file is not uploaded for some reason. I switched from db to fs and fixed the rights but client users still can't upload files. When a client client create a ticket and tries to upload a file, it does not upload to the server, but when an agent responds to the same ticket and attach a file it works without a problem and the file is visible and accessible by the clients.
Apach is started with a user “otrs”
OTRS 6.0.19

[fcasal]

It could be useful to see the apache logs to find out where is the problem.

Regards.

[splicelid]

there is nothing in the apache logs...

access_log :
127.0.0.1 - - [19/Aug/2019:14:56:56 +0300] "OPTIONS * HTTP/1.0" 200 - "-" "Apache/2.4.6 (Red Hat Enterprise Linux) OpenSSL/1.0.2k-fips PHP/7.2.19 mod_perl/2.0.10 Perl/v5.16.3 (internal dummy connection)"

error_log :
[Sun Aug 18 03:47:02.058750 2019] [auth_digest:notice] [pid 6065] AH01757: generating secret for digest authentication ...
[Sun Aug 18 03:47:02.059363 2019] [lbmethod_heartbeat:notice] [pid 6065] AH02282: No slotmem from mod_heartmonitor
[Sun Aug 18 03:47:02.076209 2019] [mpm_prefork:notice] [pid 6065] AH00163: Apache/2.4.6 (Red Hat Enterprise Linux) OpenSSL/1.0.2k-fips PHP/7.2.19 mod_perl/2.0.10 Perl/v5.16.3 configured -- resuming normal operations
[Sun Aug 18 03:47:02.076222 2019] [core:notice] [pid 6065] AH00094: Command line: '/usr/sbin/httpd -D FOREGROUND'

ssl_access_log :
x.x.x.x - - [19/Aug/2019:15:02:09 +0300] "POST /index.pl HTTP/1.1" 200 487
x.x.x.x - - [19/Aug/2019:15:02:09 +0300] "POST /index.pl HTTP/1.1" 200 848
x.x.x.x - - [19/Aug/2019:15:02:10 +0300] "-" 408 -
x.x.x.x - - [19/Aug/2019:15:02:12 +0300] "POST /index.pl HTTP/1.1" 200 1
x.x.x.x - - [19/Aug/2019:15:02:12 +0300] "POST /index.pl HTTP/1.1" 200 1
x.x.x.x - - [19/Aug/2019:15:02:26 +0300] "POST /customer.pl HTTP/1.1" 302 141
x.x.x.x - - [19/Aug/2019:15:02:26 +0300] "GET /customer.pl?Action=CustomerTicketOverview;TicketID=8039&OTRSCustomerInterface=eUcaBDDJmHyAoUfOYIDAef8h464huLGR HTTP/1.1" 302 147
x.x.x.x - - [19/Aug/2019:15:02:27 +0300] "GET /customer.pl?Action=CustomerTicketOverview;Subaction=MyTickets&OTRSCustomerInterface=eUcaBDDJmHyAoUfOYIDAef8h464huLGR HTTP/1.1" 200 3945
x.x.x.x - - [19/Aug/2019:15:02:40 +0300] "POST /index.pl HTTP/1.1" 200 487

ssl_request_log
[19/Aug/2019:15:04:07 +0300] x.x.x.x TLSv1.2 ECDHE-RSA-AES128-GCM-SHA256 "GET /index.pl?Action=AgentTicketLockedView;;TicketID=7284;;TicketID=7284;OTRSAgentInterface=Gt9sF0aYwJn0ROtbkn8L0cedgOhPV2zw HTTP/1.1" 9266
[19/Aug/2019:15:04:12 +0300] x.x.x.x TLSv1.2 ECDHE-RSA-AES256-SHA384 "POST /index.pl HTTP/1.1" 489
[19/Aug/2019:15:04:28 +0300] x.x.x.x TLSv1.2 ECDHE-RSA-AES128-GCM-SHA256 "-" -
[19/Aug/2019:15:04:37 +0300] 51.15.71.134 - - "-" -
[19/Aug/2019:15:04:42 +0300] x.x.x.x TLSv1.2 ECDHE-RSA-AES256-SHA384 "POST /index.pl HTTP/1.1" 489
[19/Aug/2019:15:04:53 +0300] 195.154.59.183 - - "GET / HTTP/1.0" 362
[19/Aug/2019:15:05:43 +0300] x.x.x.x TLSv1.2 ECDHE-RSA-AES256-SHA384 "POST /index.pl HTTP/1.1" 489

[fcasal]

It is weird that access.log of apache doesn't show nothing, I suposse you copy and paste the messages during the load of an attachment. Because when I only open a new ticket and upload a file, Apache shows a lot of information. Could you attach here all the changes of access and error log from creating a new ticket and during attachment?

Regards.

[root]

Hi,

Did you checked also the OTRS log? You can also try to to switch the upload module (SysConfig WebUploadCacheModule)

- Roy

[splicelid]

nothing in OTRS LOG
WebUploadCachemodule - Kernel::System::Web::UloadCache:FS
any ideas ?

[root]

Hi,

Did you switched the Uploadmodule to check to DB?
Is Selinux disabled or at least set to permissive?

- Roy

[splicelid]

Hi, selinux is disabled.
I switched WebUloadModule to DB, but is the same, still not upload the attachments