Attachment lost while modifying ticket

[iantic]

Description

When an agent edits any field (e.g. a field on a custom form) in the ticket, if there are attachments in a custom form field, those attachements are lost after edit is submitted.
It does not happen if the agent is the last one to edit the ticket - all subsequent edits by the same agent do not trigger losing the attachments

some similarities with: #2888
https://github.com/osTicket/osTicket/commit/907ec36bd9f8c37c38c34b510b5af4e3ae26fd2a did not fix the issue

I could not find any reports of the issue I am describing or any applicable fixes.

Versions

v1.10.4 (035fd0a)
Apache/2.4.6 (CentOS) OpenSSL/1.0.2k-fips mod_auth_gssapi/1.5.1 mod_auth_kerb/5.4 PHP/5.6.31 mod_perl/2.0.10 Perl/v5.16.3

[JediKev]

@iantic

You did not fill out the entire Issue Template. Please fill out the entire Issue Template below:

Prerequisites

• Can you reproduce the problem in a fresh installation of the "develop" branch?
• Do you have any errors in the PHP error log, or javascript console?
• Did you check the osTicket forums?
• Did you perform a cursory search to see if your bug or enhancement is already reported?

For more information on how to write a good bug report

Description

[Description of the bug or feature]

Steps to Reproduce

1. [First Step]
2. [Second Step]
3. [and so on...]

Expected behavior: [What you expected to happen]

Actual behavior: [What actually happened]

Versions

Admin panel -> Dashboard -> Information which also additionally gives you information about your server.

Also, please include the OS and what version of the OS you're running. As well as your browser and browser version.

[iantic]

Look, this is a 5 year old bug that was never fixed, and there is plenty of information about it.

If you are not interested in fixing it, fine, but I won't go through the pythonesque bureaucracy of explaining that the expected behaviour is for the attachment not to disappear.

If someone wants to deal with this bug, the description is clear enough.

[JediKev]

@iantic

It's really not clear enough. You haven't even told us what version of osTicket are you running. It is important to fill out the entire issue template so we have all the information needed to test and replicate the issue.

Cheers.

[JediKev]

@iantic

The way your description is, I interpret it as editing any field in the Ticket Header (ie. Ticket details form and/or custom forms) will drop attachments in a File Upload field in the Ticket Header. But the issue you referenced (and commented on) is talking about attachments in the thread entry dropping when editing the thread entry.

If you mean when you edit the thread entry the attachments for that thread entry is dropped then this has already been addressed with:

• issue: Edit Entry Dropped Attachments #5873

Cheers.

[iantic]

Thank you for pointing out the missing details. I have updated the original comment, hope it helps with replicating the issue.

[iantic]

Any updates? Has anyone been able to reproduce the bug?

[JediKev]

@iantic

You are using v1.10.4 which is extremely out of date and no longer supported. I would suggest upgrading to the latest version and retest.

Cheers.