Download Attachments doesn't work

[rafaqf]

Hi all,

Our customer is having some troubles when trying to download a file from the TicketZoom in the Agent side.

We have OTRS configured to have the SessionID always in the URL, but when the mouse is over the Download icon, the url showed iat the bottom of the browser before clicking has any SessionID=... If I add the SessionID manually, the file is downloaded.

Does the download function need any permission? Maybe is that an OTRS bug?

Any suggestion is welcome!

Thanks a lot.

Rafa

[reneeb]

Did you customize the view?

[rafaqf]

Did you customize the view?

I did, but now it's being used the default template.

I just realized that it's also failing out of liferay and out of the portlet. Downloads directly from OTRS are also failing. If I add the session id manually at the end of the URL like that:

Code: Select all

http://192.168.5.97/otrs/index.pl/Admin.msc?Action=AgentTicketAttachment;ArticleID=591;FileID=1;
AgentSessionID=102cb5c465d54fb26e3cc26c1e0e192565

then the file is downloaded.

Why if the AgentSessionID is in every URL for every action is not actually downloading attachments??

Thanks a lot.

[rafaqf]

Anyone knows why the donwload doesn't add the SessionID to the end of the link if I have it configured to use the SessionID for every URL in the OTRS System? Maybe that's an OTRS bug?

Thanks a lot.

[rafaqf]

Did you customize the view?

Do you know why the donwload doesn't add the SessionID to the end of the link if I have it configured to use the SessionID for every URL in the OTRS System? Maybe that's an OTRS bug?

Thanks a lot.

[rafaqf]

Another question, what can I do to have always the SessionID added to the url when downloading an attachment? Should I modify the .dtl files for the AgentTicketZoom? Or it would require some modification of the perl files??

As I've found that it solves my problem, I just need now to have it always appended to the url like I said before:

192.168.5.97/otrs/index.pl/Bild.jpg?Action=AgentTicketAttachment;ArticleID=392;FileID=1;HereThe_SessionID=...

Thanks a lot.

Rafa.

[shecki]

Hi,

i seem to have the same problem, but with only one user: myself.

I've tested in several browsers, I always get an error, when trying to download an attachment. It always says, that the file doesn't exist, but it exists and other users can download it without any problems.

So it seems to be connected to my OTRS user account.

Storage is DB, OS Debian Squeeze, Webserber Apache2.

We use KIX4OTRS and have OTRS 3.1.17 with KIX4OTRS 4.3.0.

I also seem to have the problem, that there is no sessionid when downloading, but adding it, doesnt solve my problem.

Any Suggestions where to look or what to try?

Regards

[rafaqf]

Any Suggestions where to look or what to try?
Regards

Hi,

In the end I could solve it just by removing the SessionId from the url in the SysConfig in the Admin Panel. At the beginning we needed the sessionId to be in the url, but finally we could remove it.

Try to change that configuration and look if that solves your problem, that's what I did. I think is "SessionUseCookie", it must be set to Yes, so it uses cookies, if not it appends the session id to the link.

Hope it helps, if not, ask here again and we can see what to do.

Cheers.