Attachments Intermittently Disappearing in Zammad Tickets and Notes

Infos:

  • Used Zammad version: 6.3.0-1713510474.7663724c.bookworm
  • Used Zammad installation type: source
  • Operating system: Debian GNU/Linux 12 (bookworm)
  • Browser + version: All browser

Expected behavior:

When a file is attached to a ticket or note, be visible

Actual behavior:

Sometimes when a file is attached to a ticket or note, it is as if it disappears from view

Steps to reproduce the behavior:

Attach any file to a note or ticket

Hello,

We are encountering an issue where attachments intermittently disappear from tickets and notes. This behavior appears to be inconsistent and unpredictable. Below are additional details and steps we have taken to troubleshoot this issue:

  1. Issue Description:
  • Attachments sometimes disappear from tickets or notes after being attached.
  • This issue occurs intermittently without a clear pattern.
  1. Steps Taken:
  • Followed the discussion thread on your community forum [Images inserted to tickets not shown in Zammad after upgrade to 6.3]
  • Executed the command zammad run rails r "pp Store.where(\"CAST(o_id AS TEXT) LIKE '%.0'\").count" which returned 0.
  • Checked the PostgreSQL database and confirmed that files exist in the stores table.
  • Identified that the entries which fail have o_id set to 0.
  1. Recent Changes:
  • About a month ago, we migrated from a Docker-based Zammad installation to a version installed from source.
  1. Database Observations:
  • Despite the attachments disappearing, we see that the corresponding file entries do exist in the stores table.
  • The problematic entries have o_id set to 0.

We suspect that the issue might be related to our recent migration from Docker to a source installation, but we are not certain.

Could you please assist us in diagnosing and resolving this issue? We can provide any additional information or logs as needed.

Thank you for your support.

Best regards


for example today, when an attachment is uploaded, o_id remains at 0