Hello,

what is the configuration of your access right for ticket ?
Have you an message on the detail screen ? If you do not have a message have you an error on your log files ?
 

Hello,
seems as it has nothing to do with the attachment because I was able to create a ticket with attachment. But I was able to reproduce the problem by forcing the user to create another ticket with (the same) attachment which leads to the same error. I will attach two screensots and a part of the logfile.

Ronny

Hello,

it looks like you are on an old version of projeqtor, which version are you in?
Try upgrading to the latest version of projeqtor and see if it's fixed.

One other hint I found out: the ticket creation fails with one specific attachment: the user attached an email to his email which on principle works. But maybe there is something strange within the attached mail (it contains a longer mail history with several footers, embedded images and tables, ...).

Okay, I'm on 9.3.1 and didn't find any hintwithin change log so I didn't update until now. I will give it a try...

I updated to version 9.3.4 and now I have another more serious problem: ProjeQtOr no longer sends or recieves email although cron job says it's running. And I'm not able to stop the cron job - it always stays running.

Mail works again, but ticket creation fails in V9.3.4 too.

I think the attachment of the email has a special character which is creating a display issue.
have you an error on your console log ?  

I updated to version 9.3.4 and now I have another more serious problem: ProjeQtOr no longer sends or recieves email although cron job says it's running. And I'm not able to stop the cron job - it always stays running.

Have you refresh your cache browser and restart your cron?
if so, do you have any errors in your log files?

No error on the console only load time which is much faster on non working ticket than on working ticket.

Hi,

Looking at issue you're facing, on screenshot I see that there is strange behavior on button area.
The last one has strange shape, as if not rendered.
I guess there is an issue that should be logged.
Please check for errors :
 - in projeqtor log file (please set log level to "Trace" to reduce verbosity of logs).
 - in php error log file
 - in apache error log file
Post part or logs corresponding to timeframe when you display the erroneous ticket.

Also try and "inspect" the "strange" button (right click on the button and select "inspect")
Maybe the error is written directly in the HTML code (which would explain why the button is not rendered)

Hello,
inspecting the code shows following for the "strange" button:

<span class="dijitReset dijitInline dijitIcon imageColorNewGui iconActivityStreamClose22 iconActivityStreamClose iconSize22
●   

    

        

            -Anhänge
7
        
    
    

        

            
 
 
  
 
ID
Datei
  
  
 
#66
ERROR : getimagesize(): Error reading from ../files/attach/attachment_66/image003_eedfa2230b0f42e9aad87b325b9a78dd.png!
   in file.php
   at line 119
        
    

Even more interesting seems to be the error message when showing the ticket (until now I only looked for error messages when creating the ticket):

2021-11-30 06:47:52.496 ** ERROR ** [V9.3.4] ERROR **
2021-11-30 06:47:52.496 ** ERROR ** [V9.3.4] on file '/var/www/html/tool/file.php' at line (119)
2021-11-30 06:47:52.496 ** ERROR ***** [V9.3.4] cause = getimagesize(): Error reading from ../files/attach/attachment_66/image003_eedfa2230b0f42e9aad87b325b9a78dd.png!

Little addition:
I looked deeper into that error and found out that this png-image is the only file within this attachment folder and has a file size of 0

Me again: I discovered that all images in the attachment folders for that ticket had size 0. Replacing them all by correct images made me able to see the ticket. Ich think there is a problem with having an email containing images as an attachment to a ticket mail...

Hi,
Glad to see you found workaround.
In fact, wrong image may come from import with older version of Projeqtor (some encoding not taken into accound)
Possibly you could try and import image with same "correct" images and sse if issue persists.

Hi,
Glad to see you found workaround.
In fact, wrong image may come from import with older version of Projeqtor (some encoding not taken into accound)
Possibly you could try and import image with same "correct" images and sse if issue persists.

Last not working ticket was created with latest ProjeQtOr version (9.3.4)...

Last not working ticket was created with latest ProjeQtOr version (9.3.4)

Is it possible to get a copy of one of the attached files ?

Hi,
Glad to see you found workaround.
In fact, wrong image may come from import with older version of Projeqtor (some encoding not taken into accound)
Possibly you could try and import image with same "correct" images and sse if issue persists.
 

In deed I realized that mails containing emojis in utf8 will be rejected (ticket rejected : SQLSTATE[HY000]: General error: 1366 Incorrect string value: 'xF0x9Fx98x89) - do I have to tell the customers not to use emojis or is there another possibility to accept them?

Last not working ticket was created with latest ProjeQtOr version (9.3.4)

Is it possible to get a copy of one of the attached files ?

I could send you the message as an .msg-file from Outlook but I don't want to do this public - how can I send you an PN?

Do you need a copy of the email message?

We'll have a look.
Ticket #5869 recorded

But Ticket #5869 is only for emojis not for brocken tickets containing emails as an attachment...

Please sent ticket with errors (emojis, bricken files) at 
ticket@projeqtor.org

I sent you an email.

Hi,

I received the email, but problematic mail is just attached.
I tried and copy content of this email to new email ,but did not get any error.

Could you please try and forward the original problematic mail to the given email address ?
Thanks.