Images from the knowledge base do not necessarily reach the customer

Technical assistance
1

Infos:

  • Used Zammad version: 7.0.1-1777384989.1f687673.noble
  • Used Zammad installation type: package
  • Operating system: Ubuntu 24.04.4 LTS
  • Browser + version: different

We are just about to go live.

We are currently starting to build our knowledge base.

In doing so, I noticed the following:

I write some text and insert an image below it.

It doesn’t matter whether I search for the image on the file system or have cropped it using a tool and pasted it via the clipboard. The knowledge base article is then saved and published.

If I now send a note or an email and have inserted the knowledge base article via ??, the customer receives the email in both instances (once via a trigger and once via email).

If I then view the email in Outlook, for example, I see both text and image.

If I view the email in Roundcube (webmail), I only see the text. There is absolutely no indication that an image should be present there.

If I view the email on my iPhone, I only see a square with a blue question mark.

If, for example, I send an image as HTML or Rich Text from Outlook, I can see the images in all of these email clients.

Is there a setting I can change here in Zammad, or why is this happening?

It’s just really annoying when you want to send a customer a ‘paint-by-numbers’ guide with images and they can’t see them.

Addendum:
in my extracted EML file, i saw the link like that one to the picture:
https://support.outticketsyste.tld/api/v1/ticket_attachment_external/15/21/39?sky=b93c8374d6c7087617b4334f40f2f7678995a5f782352163b27b9c6563c6bc4e

if i want open it, i get such message

grafik
grafik652×843 20.3 KB

what is to do, that the picture is inline inbound?

kind regards
H-BLOGX

2

Looks like an bug, when you can reproduce on a fresh instance with clear steps.

3

Hello Dominik,

This Zammad instance is brand new. We installed it and then had two half-day training sessions with De Long on this instance. On the first day, he checked the installation. We’re planning to start using it soon.

Our instance runs behind an Apache reverse proxy. Are there perhaps any specific things to bear in mind here that need to be “open” or “closed”?

Regards,

H-BLOGX

4

As we currently have four Zammad environments (no idea how I ended up with three test environments – I simply tried too many things :wink: ), I was able to find out the following.

In one test environment, the images work without any problems. However, the test environment runs on the home lab under Proxmox and is behind an Nginx Proxy Manager, which runs on a VPS. The home lab and VPS are connected via WireGuard.

On the production environment, the following was adjusted by the system administration:

The file:
/opt/zammad/config/initializers/disable_csp.rb

was created – this is intended to prevent Zammad from sending its own CSP header – duplicate headers cause significant issues for the WebScanner – this should be resolved after a restart

We have likely implemented this on the Apache reverse proxy in our setup.

Hence the question: What is important in a system environment with an Apache reverse proxy to ensure that the images work correctly?

5

I did not test it yet, but my first feeling would be from implementation perspective, that such links should not be present in the generated mail. Normally images should be part of the eml-File with some inline reference.