Cannot view attachments on new email tickets.

[abarry]

When a user sends an email into OTRS and attaches a file, I do not see the file anywhere in OTRS.

Thanks,
Adam

[crythias]

If someone told you that, in the words you just used, what would be the first thing you would ask that person?

[abarry]

I must be missing what you are questioning here.

Let me explain it in another way:

A user needs a job completed and they have a file that is in reference to that job. They create an email and attach the file to the email. They then send the email to our OTRS system.

I log into OTRS and pull up the ticket and there are no attachments found.

How do I fix this?

Is that better????????

[jojo]

no.

How large is the attachment, where are attachments stored in your OTRS, is there any error in the logfiles, what is your database max_allowed_package size?

[crythias]

When a user sends an email into OTRS and attaches a file, I do not see the file anywhere in OTRS.

This is a statement. It doesn't imply or request any assistance. It just is a complaint.

A user needs a job completed and they have a file that is in reference to that job. They create an email and attach the file to the email. They then send the email to our OTRS system.

I log into OTRS and pull up the ticket and there are no attachments found.

Ok, but doesn't tell us how to replicate. We don't know if other people have attached smaller files and it worked, or that this was a particularly large file, or that there were errors somehow.

A better question is:
I find that I'm able to see attachments that are small, but [this size] seems to not show up in OTRS. What can I look for to adjust this?

or, if true:
I can't see ANY attachments of ANY size within OTRS. What can I look for with regard to this? I looked at the logs, and they say: when the email comes in. I looked online, and the posts such as [this] don't seem to apply to me because [I'm not using y].

[abarry]

Ok, so I tested with a small attachment (4 kb) and it is appearing in the ticket. I guess the problem I am having is when it comes to larger attachements. Do I need to set Ticket::StorageModule to ArticleStorageFS? And if so, are there any other settings that I need to change to accept larger attachements?

Thanks, and sorry for earlier confusion on this post.

[crythias]

Try here because it's what I'm going to be doing if I'm going to answer you.