incoming attachments issue

[Chuckler]

Hi,

I am running eSupport 3.04.10 on Plesk and sometimes I have issues with incoming attachments.

To test this, first I created 10 attachments:
100kb.txt - > 1000kb.txt

From the web interface, logged in as a staff member, I sent 10 replies to my test ticket, each with the corresponding attachment. All were received in my email client.

Using the email client, however, I replied to the ticket with the 100kb attachment, and the 200kb attachment, which were both fine, but subsequent attachment sizes were not acknowledged by eSupport. They did not merge with the existing ticket, they did not create new tickets, and they were not acknowledged in the Parser Log.

They did not bounce to the email client either - they simply vanished.
In the admin interface, under Settings > General, I am NOT Restrictinging Incomign Attachments to Custom Attachment Types.
Under Settings > Mail Parser, my Message Size Limit (in Kilobytes) is set to 4096. In php.ini, my php_memory_limit setting is 32Mb.

This is obviously really bad, we use eSupport for our clients to submit log files which can be quite large. Are these tickets just vanishing into the ether?

[Siora]

Sorry to thread jack a bit but where do you find the php.ini file?

[richm]

I believe the default is:

<drive>:\PHP\php.ini

It's usually there or c:\windows\php.ini

R

[Chuckler]

Originally Posted by Siora

Sorry to thread jack a bit but where do you find the php.ini file?

Hi, no problems, just don't do it again

I don't actually know, I asked my host. Although you can put

PHP Code:

<? phpinfo(); ?>

in a php file and upload it. Open in a browser, and scroll down to memory_limit to see the setting in the php.ini file. HTH

[Siora]

Originally Posted by Chuckler

Hi, no problems, just don't do it again

I don't actually know, I asked my host. Although you can put

PHP Code:

<? phpinfo(); ?>

in a php file and upload it. Open in a browser, and scroll down to memory_limit to see the setting in the php.ini file. HTH

Thanks...I think that file is already included with the kayako install. I just noticed it.

[Chuckler]

Originally Posted by Chuckler

Hi,

I am running eSupport 3.04.10 on Plesk and sometimes I have issues with incoming attachments.

To test this, first I created 10 attachments:
100kb.txt - > 1000kb.txt

From the web interface, logged in as a staff member, I sent 10 replies to my test ticket, each with the corresponding attachment. All were received in my email client.

Using the email client, however, I replied to the ticket with the 100kb attachment, and the 200kb attachment, which were both fine, but subsequent attachment sizes were not acknowledged by eSupport. They did not merge with the existing ticket, they did not create new tickets, and they were not acknowledged in the Parser Log.

They did not bounce to the email client either - they simply vanished.
In the admin interface, under Settings > General, I am NOT Restrictinging Incomign Attachments to Custom Attachment Types.
Under Settings > Mail Parser, my Message Size Limit (in Kilobytes) is set to 4096. In php.ini, my php_memory_limit setting is 32Mb.

This is obviously really bad, we use eSupport for our clients to submit log files which can be quite large. Are these tickets just vanishing into the ether?

bump on original issue after thread hijack

[supportskins]

A link to your phpinfo would help