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I was able to fix the plugin myself and add a pull-request to the GitHub project.<br />
If anyone has the same problem, you can download the file I modified from https://github.com/clonemeagain/attachment_preview/issues/44

Still not sure why this was a problem with osTicketAwesome only, and not with standard osTicket.

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I did some more testing and found that the problem only happens with this nice plugin enabled: https://github.com/clonemeagain/attachment_preview

So, I wanted to report a bug at the plugin, but it has to be said that the plugin works well in the standard osTicket (I tested it). Somehow there is a conflict with osTicketAwesome. When I disable the plugin, the problem is gone. 

Could you please have a look at this? The plugin is awesome too. It prevents you from downloading PDF’s, images and even audio-files (voicemails). It’s really nice and would be a shame if we have to choose between two awesome components.

 

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Extra note:

Tested it in the original version (upload directory renamed to /upload_original and copied ost-config.php) and it works as expected in that version.

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For those who ran into the same problem. I was eventually able to resolve it  by:

warning: step 3 requires you to enter the root password of the Maria-database. I had recorded that, but I’m not sure if it’s the same as the Synology admin-password for example.

1. Backing up osTicket
2. Uninstalling the osTicket package using default Synology package installer. Leaving the database alone.
3. Installing the osTicket package using default Synology package.
4. Download the latest osTicketOwesome-files and overwrite the files in /upload
5. Proceed the upgrade when I visited the site again.

After this update I was able to remove the false logo’s (using Admin Panel > Theme) and upload a a new one. Everything worked as expected again.

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Thanks Stevland,

I will try this (I’m sure it works!).

About your question on how I uploaded the files. Originally osTicket is just a package you can install on the NAS. 

It was no problem for me to upload the osTicketAwesome file using File Manager (copy and paste the archive and unzip it on the NAS). It had worked fine for several months.

Of course, I know that if nothing has changed, it would still have worked. So there must be changed something that we didn’t notice. Maybe there was an update from the original osTicket package after all.

It might be better to install osTicketAwesome on a normal Linux host but I’m always afraid that I leave it insecure. Most of the times it easy to setup a webserver, database, etc. But you have to know what you are doing in order to secure it. That’s what I like about the Synology packages. It’s taken care of by them. But maybe at the cost that you shouldn’t tamper it yourself.

 

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Hi Stevland,

Thanks for your support. Never mind. I think it will solve itself when we install an update or something.
It’s not a big deal, but always annoying when you don’t understand the problem 🙂

If you have a good idea, please let me know. Otherwise, please spent your time on the more important things in life 😉

Best,
Robert

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Hi Stevland,

I agree that it looks like an ACL problem.

We also run a DocuWiki site and there the user/group owner of all files is http. I changed osTicket to that same owner. (I’m ashamed to say that I think I wasn’t running under sudo when I used chown before). No warnings now.

With the correct permissions, I still have the same problem. If I upload a logo, I get no errors. I just see 2 or 3 non-functional thumbnails. The files are in the upload-directory. I can’t delete the icons with the trash-icon.

If I open the image in a new tab, I get this error:

I was thinking that the website URL was wrong, but that Admin-Setting looks correct. I’m also pretty sure that the logo suddenly disappeared. I’m very sure it wasn’t an update or server reboot or anything.

Why do I see 3 non-working thumbnails in the Logo Options screen? I only uploaded one. Are these in the database too, or is it just looking for files in the /upload/osta/uploads directory? There are only 2 files. The login-background and the logo.

Is there anything I can test?

Thanks for your time and support.

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I changed the permissions. Got a lot of errors saying that permissions couldn’t change, for example on the Attachments directory.

When I delete the old logo it asked:

remove write-protected regular file?

Not sure why it was write-protected. I removed it and tried to upload a new one. which failed:

Unable to upload logo image: Unable to write to://osta/uploads/Code54_osTicket.jpg

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From which directory should I run those commands? /volume1/web/osticket/ ? Or only the upload, or osta?

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Thank you for your support, and no worries. It’s not causing any major problems.

Yes, the file is listed and I think the permissions are correct. It’s the first file. The second is a backdrop for the agent-login page and that one is working fine.

Looking at the date of the file, I can see that it’s from a recent try to upload.

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Hi Stevland,

Thanks. Yes please, revert your template back. I think I never got a reply, but I’m not sure. <br />
Because my parallel setup worked at the same time I tested that too. That revealed that the problem occurs on the original osTicket too. See https://forum.osticket.com/d/94357-ticket-thread-lastmessage-shows-not-last-message-but-first/9

This is very strange because nobody else has this problem. User RBGE did a lot of testing and couldn’t reproduce it. He even installed the Dutch language-pack that we are using. It works fine for him, but as you can see from the screenshots, I’m not doing anything wrong. I really downloaded the latest version, copied it to our NAS in a separate directory, copied the config and did my test. 

But, I think this proves that it’s not a osTicketAwesome problem (as you said from the beginning) so I would like to apologize for the trouble. And thank your for the support. I think you can close this problem. Not as ‘solved’ but as ‘not a osTicketAwesome problem’ ;-).

Thanks again. I appreciate the effort.

Best,<br />
Robert

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Meanwhile I have my parallel setup running and can confirm that this issue exists in the original osTicket too.

Users on that forum are saying that they tested it and that it works as expected, so I posted screendumps of every screen. Hopefully someone spots the issue.

See https://forum.osticket.com/d/94357-ticket-thread-lastmessage-shows-not-last-message-but-first/10 

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Thank you, I was trying the same thing on the demo-login but I my emails weren’t received by the system.

So this should be sufficient to test?

Best,

Robert

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Hi Stevland,

Thank you for your support. I understand that you ask to verify this first, but only after doing all kinds of tests on our own system I went through the trouble of creating a ticket on the osTicket forum. After checking with other users that we are not making some kind of silly mistake, I created a ticket on this forum. Then I also went through the trouble of setting-up a parallel installation. Now I run into the problem with that. 

I still understand what your are asking and why. You sell a template so it very unlikely that functionality like this is effected. I agree. But is it too much to ask to just test this once? It’s an easy test. I can even send an email to your osTicket and see what a reply looks like.

It would even be enough for me to hear from another user that the field %{ticket.thread.lastmessage} works as expected.

Thank you.

Robert

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I tried to install a parallel installation but I ran into an issue.

I can reply:

 

But I got this error after submit:

If I refresh the page, it loads correctly and I can see that the last reply was saved.

However, it was not emailed.