Attachment Not Being Sent

[jfreeman2nc]

Every so often when an email with an attachment is sent out the recipient doesn't get the attachment but receives a bunch of gibberish for example. Instead of receiving a pdf file the recipient received the lines and line of the following in the body of the email: E3A40712D47C5C46A4E81F7C3FB0957302796EBE4B@DCXPRCL01.

I checked the log to see if there were any errors and I see the following:

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Can't create C:/PROGRA~2/OTRS/OTRS/var/article/check_permissions_1132: File exists, Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !

If the permissions were not right wouldn't this happen each time an email with an attachment is sent out?

Also, not sure if this could be attributing to the issue but the ticket does have 42 responses within it, could it be the size of the ticket?

If anyone has seen this issue before or has any advice on what to try to for a resolution it would be greatly appreciated.

[jfreeman2nc]

Actually, going back through the log, this has happened quite a few times today.

[Wolfgangf]

Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !

and did you already follow this hint?

[jfreeman2nc]

I tried to follow the hint, but I do not see where any special permissions would be set. I would think that if the permissions were incorrect it would happen each and every time not just randomly.

[jfreeman2nc]

I am still getting this error and randomly attachments will not go through with a reply to a ticket.

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[Notice][Kernel::System::Ticket::ArticleStorageFS::ArticleStorageInit] Can't create C:/PROGRA~2/OTRS/OTRS/var/article/check_permissions_2560: File exists, Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !

If the permissions were set incorrectly then this should happen each and every time, but it is inconsistent and happens randomly. Sometimes members of the group will have to resend the reply several times in order for the attachments to go through.

I have never made any changes in otrs.SetPermissions.pl and again I would think if there was a security issue then it would happen to each and every time a reply with an attachment was sent. Is there anyway to just modify the script to allow everyone to have full permissions to the article folder?

[jfreeman2nc]

I was able to fix the errors in the log it seems with giving the agents permissions to the article folder on the server. However, I am still getting random cases where the attachment is not being included. I also just saw from looking through OTRS that the file says it is an attached pdf file but when I click to open it is being opened as an HTML file with no attachment.

Has anyone else experienced this issue before? I do not even know where to start since there are no more errors or any indication that the file is not being sent. The only notification received is when the client responds that they did not receive any attachment.

[jfreeman2nc]

I just went back into the ticket and now see the attachment is included in the workflow, the html with just the email text could have been a fluke. I just wish I could figure out what is causing this issue as it is extremely frustrating.

[lukas77]

I have same problem but all attachements not being sent when I add when Closing ticket, I know it's probably problem with permissions in otrs.SetPermissions.pl but I don't know what I should change in this file. I doesn't change anything in this file yet, please help or point me solution.
Thanks

[jojo]

Please describe who should receive the attachments, which frontend form you use.

If you use the close frontend nobody will receive attachments as this is not the intentend behaviour of this frontend

[lukas77]

Client should receive the attachements and I use "Close ticket" frontend. As I understand I can only send attachement to client using "Send email" frontend?

[jojo]

thats correct. If you want to inform customers via email use the email functionality not a note (close frontend)