email file attachments

[LupoCo]

Hi

I'm using HESK 3.2.4 on a linux host (CPanel)
PHP 7.3.32
MySQL 5.6.41-84.1

I have Use attachments enabled and have these extensions:
.msg,.mp3,.gif,.jpg,.png,.zip,.rar,.csv,.doc,.docx,.xls,.xlsx,.txt,.pdf

My Attachments folder has 777 for permissions.


HESK is using IMAP to a gmail account.


For basic emails, HESK will read the email message and create a ticket. So that much is working


Any email message that has an attachment seems to disappear.
I see the email message in gmail arrive, I see HESK mark it as read, but I never see a ticket created.

I've searched here but can't find a similar problem or posting.

Is there a way in HESK or the server to see what's happening to these email after HESK reads them?


Thanks!

[Klemen]

Are you able to attach a file to your ticket when creating one from the admin interface?

[LupoCo]

Hi,

Yes I can attach a few files types. .PDF for example works fine but .mp3 does not

[Klemen]

Try this:

1. disable cron job (automated fetching)
2. send a test email with an attachment
2. turn Debug mode ON in Admin > Settings > Help desk > Features (save changes)
3. manually run the IMAP fetching command by opening example.com/hesk/inc/mail/hesk_imap.php in your browser.

What does the output say?

P.s. - you may need to include your URL Access Key in the above URL, if set under Admin > Settings > Help desk > Security, ie: example.com/hesk/inc/mail/hesk_imap.php?key=xxxxxxxxxxxxx

[LupoCo]

I modified my reply

I CAN attach many file types and those do come in via IMAP. BUT any message with an .MP3 is stripped of the file

[Klemen]

You will need to add it to the "Allowed file types" in Admin > Settings > Help desk > Attachments (at the very bottom)

[LupoCo]

Yes, I did that and posted the list of file extensions I have in my first post above.

[Klemen]

Strange, that doesn't make sense. If it's set in the allowed list, Hesk would not remove it.

Do you get any "Attachment removed" notices in the ticket message? Maybe the file is too large?

[LupoCo]

Yes, this is a bit strange.
I don't recall seeing any attachment removed messages.

Any chance the file extension options are not being saved? Can I check on the hosting server to see if all the extensions in the list are there?

Could I use a wildcard and get all file extenstions?


thanks

[Klemen]

If you see the extension in the list, it's saved. It has to be an inclusive list, wildcards are not supported.

Can you upload MP3 to tickets using the web interface?

[LupoCo]

Hi,

Yes, I can upload the .MP3 using the web interface.

[LupoCo]

The .mp3 files all have the same name. Will HESK overwrite with the most recent file or fail if there's an existing file with the same name?

[Klemen]

Not sure what is going on.

Can you send a sample message to pop3test AT hesk DOT com? I will test and see if I can find the issue.