e-mail not send without error and keeps blocking the queue

[iReserveApps]

Help needed!
Analysing this for days. Some of the email replies get stuck.
The queue is then retrying and retrying. We checked all the logs and even tried to debug the job.
We cannot find any information why the specific email is not handled.

How can we capture this or where to store the error. Apparently something fails along the way of trying to send.

[freescout-helpdesk]

Check Manage > Logs > App Logs.
Click "View Details" button next to each failed job.

[iReserveApps]

That is one big step further, thanks for swift reply.

[root@ 1]# pwd /var/www/vhosts/<domain>/httpdocs/storage/app/attachment/5/7/1 [root@ 1]# ls -l "/var/www/vhosts/<domain>/httpdocs/storage/app/attachment/5/7/1/Scherm-afbeelding-2022-12-07-om-11.57.43.png" ls: kan geen toegang krijgen tot /var/www/vhosts/<domain>/httpdocs/storage/app/attachment/5/7/1/Scherm-afbeelding-2022-12-07-om-11.57.43.png: Bestand of map bestaat niet [root@ 1]# ls -l totaal 368 -rw-r--r-- 1 <user> psacln 376472 7 dec 15:02 Schermafbeelding-2022-12-07-om-11.57.43.png

It seems there is a dash inside the screenshot the user has attached.

In the db the attachment can be found

In the jobs table, the job can be found, but not the attachment (probably WAI, but just to be complete).

Its clear that the file the email sending job is trying to find is not correct, but how can such a thing happen?
And can we fix this somwhere in the data?

[freescout-helpdesk]

Most likely it happens due to https://github.com/freescout-helpdesk/freescout/wiki/Installation-Guide#-permissions-issue

[iReserveApps]

Before submitting this ticket we have checked the complete troubleshooting, including the permissions issue.
We have made sure the complete storage folder has the right permissions.

We have now also checked with user.
Trying to reproduce.
On MacOs: make screenshot.
Upload in Freescout. IF there is a space, the attachment is uploaded by replacing the space with a dash ("-").
Two tests: one with space and one without. In both cases, the folder is created, the image is placed. Spaces are converted.

In the case of the orignal post: the file IS created (so permission issues are not the case?) but with the wrong name.

[iReserveApps]

In addition to last

If we check the app log we see a clear difference between the first and second hyphon/dash.
The character (which is replaced) is <0xad>

[freescout-helpdesk]

The problem was in the soft hyphen in the attached file name.