Attachments from Staff -> :-), from Customer -> :-(

[Markus]

Hi @ all

I have the following problem

1) The customer opens a ticket by sending a email with attachment -> This works fine... the attachment is shown in the Ticket Thread

2) The staff send back an answer including the attachment. -> Also this works fine!

3) But if the customer opens a ticket from the web, or make an additional comment to an answer, which should include also an attachment. Then it doesn't work. The comment is shown in the Ticket Thread... but without attachment :-(
So the customer can not attach files to his comments from the web.

Did anybody already has the same problem?
Best regards and thanks a lot in advance
Markus

[4ice]

I have not tried this, but just in case: did you check the box "Allow online attachments upload"?

[Markus]

Thanks
But yes... I have Set "Allow online attachments upload"

[4ice]

I have tried it myself, but it seems that this indeed a bug in the system.

I will see where it is going wrong, if I find something I will let you know.

[Markus]

Thanks a lot!!

I'm looking forward to hearing from you!

[lukas]

Hi @ all

I have the following problem

1) The customer opens a ticket by sending a email with attachment -> This works fine... the attachment is shown in the Ticket Thread

2) The staff send back an answer including the attachment. -> Also this works fine!

3) But if the customer opens a ticket from the web, or make an additional comment to an answer, which should include also an attachment. Then it doesn't work. The comment is shown in the Ticket Thread... but without attachment :-(
So the customer can not attach files to his comments from the web.

Did anybody already has the same problem?
Best regards and thanks a lot in advance
Markus

Hi Markus,

I've opposite problem. Point 1) + 2) does not work on my system, but 3) works perfectly. I use RC2 + POP3, and still can't solve this.
Maybe you have set not enough rights to the folder in which you have stored attachments.
Do you use PIPE or POP3 for email fetching?

Lukas

[4ice]

Thanks a lot!!

I'm looking forward to hearing from you!

Hi Markus,

I think I found the solution. In the Admin Panel under Attachments you can set the attachment directory.

Did you fill in the complete path? Or only the folder name itself? Because I only filled in the foldername itself and that seems to only works for emailed attachments.

I now entered the complete path and it works fine.

[Markus]

Did you fill in the complete path? Or only the folder name itself? Because I only filled in the foldername itself and that seems to only works for emailed attachments.

I just entered the folder name! :-)
But how did you enter the full path... just "http://www.whatever.com/support/upload"
or different? because if I do like above... he doesn't accept my folder --> Directory must be valid and writeable

(I tried permission 777 and 755)

Thanks anyway and best regards
Markus

[4ice]

No, that is not the right way. You have to set the absolute path, something like:
/var/www/vhosts/domain.com/httpdocs/support/scp/ost_attachments/

But this is just in my case, it can be different on your server. Try using phpinfo() to find you path (it should be under document_root).

[Markus]

It works!!!

Thanks a lot for your very fast and great help!!

Have a beautiful day and best regards
Markus

[nasiman]

Can't send the attachments from the staff. It saves the attachments on the server and I can see it and open it in the browser but it's missing from the email. Did everything by the book. Help? please

/---------------------/
found a fix 2 minutes later
Forgot to click the checkbox: Email attachments to the user

Thanks.

[4ice]

Since you solved it yourself already and the rest of this thread is a month old, I'm will close it.