Attachments not attaching to ticket

sqzdog · **Attachments not attaching to ticket -** 07-08-2007, 03:02 PM

I just started using this software and love it. While testing it, I sent an email through the ticket module to a user and attached a .pdf file to it. The user didn't get the attachment and it doesn't show any attachment to the ticket on my end. I tried sending a second message and got the same thing.

Can someone offer any advice?

richm · 07-08-2007, 03:29 PM

Are you storing the attachements in the DB or in files directory?

How big is the file you are trying to attach?

Also, are you restricting attachment types?

Have a look in Admin CP > Settings > Tickets >Attachment Settings

Rich

sqzdog · 07-08-2007, 03:47 PM

The file is 2.5mb. I am storing in the DB. There is no restriction as to type. I figured I would have gotten an error when I thought it attached.

Should I store attachments in the files directory instead of DB?

craigbrass · 07-08-2007, 03:56 PM

I would certainly recomend it for several reasons.

2.5mb file? What is your PHP file size limit set as in php.ini?

sqzdog · 07-08-2007, 04:52 PM

I had them change my ini recently to about 50mb. Do you mind telling me how I go about switching from DB to file for storage?

craigbrass · 07-08-2007, 04:55 PM

Admin CP -> Settings -> Tickets -> Storage Location For Attachments

sqzdog · 07-08-2007, 08:15 PM

ok, what permissions do I set on this folder?

Also, I was able to attach a small xls file and send it but still not a pdf. I don't have server access, is there a way I can tell what the ini settings are?

craigbrass · 07-08-2007, 08:24 PM

Just 777 it. That is what mine is set as anyway.

You can create a PHP Information file to see what settings are set. See http://forums.kayako.com/f74/creating-phpinfo-page-12660/#post56371 for details on how to create one.

eiden · 07-08-2007, 08:26 PM

Quote:

Also, I was able to attach a small xls file and send it but still not a pdf. I don't have server access, is there a way I can tell what the ini settings are?

AdminCP -> Diagnostics -> PHP Info

sqzdog · 07-08-2007, 09:02 PM

ok, this is what my php info says:

post_max_size55M55M
Apparently, most host didn't change the right one. It should have been upload_max_filesize

richm · 07-08-2007, 11:24 PM

I started wtih DB storage but quickly switched to files based on recommendations I had seen in the forums by craig and others.

fyi... my upload is set to 40M.

Keep us posted on your progress.

Rich

sqzdog · 07-08-2007, 11:28 PM

Thanks Rich. My host is arranging to have that number upped for me. I have already switched to files but haven't yet tested.

craigbrass · 08-08-2007, 09:35 AM

Yea, file storage is best in my opinion. Database storage just causes speed issues I have found.

MikeWilson · 16-06-2008, 11:53 AM

I've just encountered exactly the same problem but using IIS 6.0.

The solution was to check the PHP.ini for the locaiton of the temp directory (default: C:\WINDOWS\TEMP) and ensure that the IUSR_ account has permissions to read and write on that directory.

Works now.

***John Haugeland*** · 16-06-2008, 09:14 PM

Another common source of this sort of problem is the MySQL setting "max_packet_size". Most ISPs up this value, as do most configuration packages, but its default value is one megabyte, and since this governs the maximum amount of data sent in a database connection, if your helpdesk is configured to keep attachments in the database, this can cause seeming inabilities to attach files over a given size.

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sqzdog Offline Member Posts: 86 Join Date: Jun 2007 Location: Virginia, USA	Attachments not attaching to ticket - 07-08-2007, 03:02 PM I just started using this software and love it. While testing it, I sent an email through the ticket module to a user and attached a .pdf file to it. The user didn't get the attachment and it doesn't show any attachment to the ticket on my end. I tried sending a second message and got the same thing. Can someone offer any advice?

sqzdog Offline Member Posts: 86 Join Date: Jun 2007 Location: Virginia, USA	07-08-2007, 03:47 PM The file is 2.5mb. I am storing in the DB. There is no restriction as to type. I figured I would have gotten an error when I thought it attached. Should I store attachments in the files directory instead of DB?

craigbrass Offline Senior Member Posts: 5,552 Join Date: Jun 2005 Location: Cumbria, UK	07-08-2007, 03:56 PM I would certainly recomend it for several reasons. 2.5mb file? What is your PHP file size limit set as in php.ini? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

sqzdog Offline Member Posts: 86 Join Date: Jun 2007 Location: Virginia, USA	07-08-2007, 04:52 PM I had them change my ini recently to about 50mb. Do you mind telling me how I go about switching from DB to file for storage?

craigbrass Offline Senior Member Posts: 5,552 Join Date: Jun 2005 Location: Cumbria, UK	07-08-2007, 04:55 PM Admin CP -> Settings -> Tickets -> Storage Location For Attachments Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

sqzdog Offline Member Posts: 86 Join Date: Jun 2007 Location: Virginia, USA	07-08-2007, 08:15 PM ok, what permissions do I set on this folder? Also, I was able to attach a small xls file and send it but still not a pdf. I don't have server access, is there a way I can tell what the ini settings are?

craigbrass Offline Senior Member Posts: 5,552 Join Date: Jun 2005 Location: Cumbria, UK	07-08-2007, 08:24 PM Just 777 it. That is what mine is set as anyway. You can create a PHP Information file to see what settings are set. See http://forums.kayako.com/f74/creating-phpinfo-page-12660/#post56371 for details on how to create one. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

sqzdog Offline Member Posts: 86 Join Date: Jun 2007 Location: Virginia, USA	07-08-2007, 09:02 PM ok, this is what my php info says: post_max_size55M55M Apparently, most host didn't change the right one. It should have been upload_max_filesize

sqzdog Offline Member Posts: 86 Join Date: Jun 2007 Location: Virginia, USA	07-08-2007, 11:28 PM Thanks Rich. My host is arranging to have that number upped for me. I have already switched to files but haven't yet tested.

craigbrass Offline Senior Member Posts: 5,552 Join Date: Jun 2005 Location: Cumbria, UK	08-08-2007, 09:35 AM Yea, file storage is best in my opinion. Database storage just causes speed issues I have found. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

MikeWilson Offline New Member Posts: 11 Join Date: May 2007	16-06-2008, 11:53 AM I've just encountered exactly the same problem but using IIS 6.0. The solution was to check the PHP.ini for the locaiton of the temp directory (default: C:\WINDOWS\TEMP) and ensure that the IUSR_ account has permissions to read and write on that directory. Works now.