Greetings!
I am using OTRS 6.0.23
I have encountered an issue, where I'm unable to attach files on the customer user interface and through API requests. On attaching a file, it seems the file is uploaded, but there is no trace of this file in the customer user interface nor in the OTRS interface. In the file upload section, I can see the file name, a load bar, but I can't see the size of the file.
The problem is only present with the customer user interface and the API.
I can attach files when making a new article, moving a ticket, or creating a new phone ticket with an agent. (when uploading a file this way, I still can't see the size of the file.)
I don't think its a permission issue either, I gave admin rights to the customer user, and I can send tickets with attachments trough email.
Daemon restart doesn't seem to fix the issue and there is no relevant information about this in system logs (debug mode).
Has anyone encountered a similar issue? Please help me investigate the problem.
best regards
Attachment issues with customer user.
Moderator: crythias
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- Znuny newbie
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- Real Name: Tamas Sallai
Attachment issues with customer user.
OTRS Community Edition 6.0.23
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- Znuny superhero
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Re: Attachment issues with customer user.
Hey,
What does the error log of your webserver say?
Best regards
Emin
What does the error log of your webserver say?
Best regards
Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/
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Free and premium add-ons: German | English
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- Znuny newbie
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Re: Attachment issues with customer user.
The logs are the following:
New Ticket [2020020682000081/TicketTitle] created (TicketID=2184,Queue=MyQueue,Priority=3 normal,State=new)
Queued email to '"MyCustomerUser" <MyCustomerUser@gmail.com>' from 'Help Desk <otrs@mycompany.hu>'. HistoryType => SendAutoReply, Subject => [Ticket#2020020682000081] RE: TicketTitle;
Sent auto response (SendAutoReply) for Ticket [2020020682000081] (TicketID=2184, ArticleID=2729) to '"MyCustomerUser" <MyCustomerUser@gmail.com>'.
This is all the log I get after creating a ticket. There is no error message at all.
Here is one of my tickets with attachment.
Article 1, this is the original message is sent with an article from the customer user interface but as you can see there is no attachment
Article 2, AutoReply
Article 3 is another try from the customer user to update his ticket with an attachment but again OTRS didn't receive any file.
Article 4 is my try to create a new article with an attachment as an agent with success.
New Ticket [2020020682000081/TicketTitle] created (TicketID=2184,Queue=MyQueue,Priority=3 normal,State=new)
Queued email to '"MyCustomerUser" <MyCustomerUser@gmail.com>' from 'Help Desk <otrs@mycompany.hu>'. HistoryType => SendAutoReply, Subject => [Ticket#2020020682000081] RE: TicketTitle;
Sent auto response (SendAutoReply) for Ticket [2020020682000081] (TicketID=2184, ArticleID=2729) to '"MyCustomerUser" <MyCustomerUser@gmail.com>'.
This is all the log I get after creating a ticket. There is no error message at all.
Here is one of my tickets with attachment.
Article 1, this is the original message is sent with an article from the customer user interface but as you can see there is no attachment
Article 2, AutoReply
Article 3 is another try from the customer user to update his ticket with an attachment but again OTRS didn't receive any file.
Article 4 is my try to create a new article with an attachment as an agent with success.
OTRS Community Edition 6.0.23
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Re: Attachment issues with customer user.
Hi,
More interesting: what's your effective web server configuration? Is a reverse proxy in between?
- Roy
More interesting: what's your effective web server configuration? Is a reverse proxy in between?
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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- Znuny newbie
- Posts: 7
- Joined: 06 Feb 2020, 14:07
- Znuny Version: 6.0.23
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Re: Attachment issues with customer user.
Sorry for the late reply.
In my understanding, there isn't any proxy setup but I wasn't the one who set up the system, and i have access only to the frontend interface with super admin. I was hoping that there is some configuration in sysconfig that I can enable or change but I couldn't find anything relevant to my problem.
In my understanding, there isn't any proxy setup but I wasn't the one who set up the system, and i have access only to the frontend interface with super admin. I was hoping that there is some configuration in sysconfig that I can enable or change but I couldn't find anything relevant to my problem.
OTRS Community Edition 6.0.23
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- Administrator
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Re: Attachment issues with customer user.
Hi,tamassallai wrote: ↑14 Feb 2020, 11:22 Sorry for the late reply.
In my understanding, there isn't any proxy setup but I wasn't the one who set up the system, and i have access only to the frontend interface with super admin. I was hoping that there is some configuration in sysconfig that I can enable or change but I couldn't find anything relevant to my problem.
The show us you web server access and error logs for the time you try to add an attachment.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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- Znuny superhero
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Re: Attachment issues with customer user.
You'll, unfortunately, have no luck solving your problem in OTRS.tamassallai wrote: ↑14 Feb 2020, 11:22 Sorry for the late reply.
In my understanding, there isn't any proxy setup but I wasn't the one who set up the system, and i have access only to the frontend interface with super admin. I was hoping that there is some configuration in sysconfig that I can enable or change but I couldn't find anything relevant to my problem.
You should, as mentioned in my first post, try to get access to the error log of the web server as well as the log of mod security.
You're probably better off googling for your problem as it's not a direct OTRS issue.
Best regards
Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/
Free and premium add-ons: German | English
Free and premium add-ons: German | English
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- Znuny newbie
- Posts: 7
- Joined: 06 Feb 2020, 14:07
- Znuny Version: 6.0.23
- Real Name: Tamas Sallai
Re: Attachment issues with customer user.
I couldn't figure out why his problem occurred, but after a config rebuild its working fine now.
OTRS Community Edition 6.0.23