Attachment issues with customer user.

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tamassallai
OTRS newbie
Posts: 7
Joined: 06 Feb 2020, 14:07
OTRS Version?: 6.0.23
Real Name: Tamas Sallai

Attachment issues with customer user.

Post by tamassallai »

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
OTRS Community Edition 6.0.23

zzz
OTRS superhero
Posts: 611
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x–6.0.x
Real Name: Emin
Company: Efflux GmbH
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Re: Attachment issues with customer user.

Post by zzz »

Hey,

What does the error log of your webserver say?

Best regards
Emin
Professional OTRS services for development, consulting, hosting and support:
efflux.de – German | efflux.de/en/ – English

Free and premium OTRS add-ons (TextModule, AdBlocker, ModernSkin, ModernSkinCustomer etc.): portal.efflux.de

tamassallai
OTRS newbie
Posts: 7
Joined: 06 Feb 2020, 14:07
OTRS Version?: 6.0.23
Real Name: Tamas Sallai

Re: Attachment issues with customer user.

Post by tamassallai »

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.

Image
OTRS Community Edition 6.0.23

root
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Re: Attachment issues with customer user.

Post by root »

Hi,

More interesting: what's your effective web server configuration? Is a reverse proxy in between?

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

tamassallai
OTRS newbie
Posts: 7
Joined: 06 Feb 2020, 14:07
OTRS Version?: 6.0.23
Real Name: Tamas Sallai

Re: Attachment issues with customer user.

Post by tamassallai »

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.
OTRS Community Edition 6.0.23

root
Moderator
Posts: 2309
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Attachment issues with customer user.

Post by root »

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.
Hi,

The show us you web server access and error logs for the time you try to add an attachment.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

zzz
OTRS superhero
Posts: 611
Joined: 15 Dec 2016, 15:13
OTRS Version?: 3.x–6.0.x
Real Name: Emin
Company: Efflux GmbH
Contact:

Re: Attachment issues with customer user.

Post by zzz »

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'll, unfortunately, have no luck solving your problem in OTRS.
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 services for development, consulting, hosting and support:
efflux.de – German | efflux.de/en/ – English

Free and premium OTRS add-ons (TextModule, AdBlocker, ModernSkin, ModernSkinCustomer etc.): portal.efflux.de

tamassallai
OTRS newbie
Posts: 7
Joined: 06 Feb 2020, 14:07
OTRS Version?: 6.0.23
Real Name: Tamas Sallai

Re: Attachment issues with customer user.

Post by tamassallai »

I couldn't figure out why his problem occurred, but after a config rebuild its working fine now.
OTRS Community Edition 6.0.23

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