Cannot attach files to tickets via web interface

Hi,

Im using the FreeBSD port RT version 3.6.7 and I cannot get it to attach
files to replies etc to tickets. I also had the problem with versoin 3.6.6.
Apparently this was working previously, the only thing that I can think that
has changed is that we now use SSL (but Im not aware this has broken
anything else).

What Im seeing is:

If Im viewing a ticket and click reply
Then I click “browse” for attaching a file
Select a file on my local PC
now click “update” for the ticket, it breaks, it shows as the URL:
https://www.myserver.com/Ticket/Update.html and a blank page.

Any ideas??

thanks for any help, Andy.

PS these are the only error I can see in the logs:

RT: Encode::Guess failed: decoder is undefined; fallback to iso-8859-1
(/usr/local/rt3/lib/RT/I18N.pm:436)
RT: CGI open of tmpfile: Permission denied
(/usr/local/rt3/bin/webmux.pl:127)

I dont know where tmpfile might be tho…

andys writes:

andys wrote:

Hi,

Im using the FreeBSD port RT version 3.6.7 and I cannot get it to attach
files to replies etc to tickets. I also had the problem with versoin 3.6.6.
Apparently this was working previously, the only thing that I can think that
has changed is that we now use SSL (but Im not aware this has broken
anything else).

What Im seeing is:

If Im viewing a ticket and click reply
Then I click “browse” for attaching a file
Select a file on my local PC
now click “update” for the ticket, it breaks, it shows as the URL:
https://www.myserver.com/Ticket/Update.html and a blank page.

Any ideas??

thanks for any help, Andy.

Yes. this is because the home directory of www, the UID the web server
runs under has /nonexistent as a home directory (for security reasons). Simply modify the www account so it has a real home directory. I can’t
remember off hand if the www user needs any special privileges over the
home dir – I don’t think it does, in which case, /var/empty is a good
choice and still preserves at least of modicum of security:

pw user mod -n www -d /var/empty

If that doesn’t work then try creating /home/www and see what the minimum
privileges are. Leave the shell as /usr/sbin/nologin.

Cheers,

Matthew

Dr Matthew Seaman The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers Marshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK

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Hi Matthew,

thanks for the mail. I have tried changing the home dir of www (and
checked this is actually the user that apache is running as) and set the
priveledges etc, restarted apache, logged out of and back into RT but I
still see exactly the same problem :S

thanks Andy.

Matthew Seaman writes:

Hi,

Ok I resolved that issue, for some reason it wasnt using the temp dir of
the www user, even when I put a dir called tmp in there. But I had a read
through the CGI.pm file and found that after the home dir the first place it
tries is /usr/tmp which did exist but wasnt writeable by www, after changing
the permissions on this dir I can attach files :).

But now strangely the attachements arent sent to the ticket requester :S
although you can see the attachement (and download it) via the web interface
by looking at the call history. Is this the expected functionality? :S

thanks Andy.

andys writes:

But now strangely the attachements arent sent to the ticket requester :S
although you can see the attachement (and download it) via the web
interface by looking at the call history. Is this the expected
functionality? :S

Ok I fixed this also now :stuck_out_tongue: One of my collegues had updated the
correspondance template and hadn’t included "RT-Attach-Message: yes"
All working now!

thanks, Andy.