[Anisha Viola Menezes]

Hello everyone,

I am experiencing an issue with FAQ attachments and would appreciate some guidance.

When editing a FAQ article and uploading a file, the upload appears successful in the edit screen. The file is visible while editing the article, but after saving the FAQ item the attachment disappears and is not shown in the FAQ.

What we observed:

The upload request returns HTTP 200.
Saving the FAQ article also returns HTTP 200.
No errors appear in the application or web server logs.
The attachment is visible temporarily during editing but disappears after saving.
The attachment is never persisted with the FAQ article.
We also noticed that one user in the system is able to upload attachments successfully, while other users cannot.

Regarding permissions:

The affected user belongs to the same groups as the working user.
The user has read/write permissions in those groups.
The FAQ category used for the article is assigned to these groups as well.
From a permissions perspective both users appear to have equivalent access rights.
We already checked the following:

User group memberships and permissions
FAQ category permissions
Application and web server logs
Upload behaviour during editing
Temporary caching during upload
Has anyone encountered a situation where the attachment upload appears successful but the attachment is not saved with the FAQ item?

Any suggestions would be greatly appreciated.

Thank you.

• Dieses Thema wurde vor 5 Monaten, 2 Wochen von Anisha Viola Menezes geändert.

[marcel-graf]

The best approach is to create a new agent and, if possible, assign it the same groups as an agent where it works.

Then remove individual groups and check if it still works.

[Anisha Viola Menezes]

Hello Marcel,

Thank you for the suggestion.I tried expermineting with new agents,in the meantime we were able to identify the root cause. The issue was not related to user permissions or group memberships.

I found a post with similar issue https://otobo.io/forums/topic/faq-anhaenge-werden-nicht-angezeigt-uebernommen/#post-14061    —->  vllt völlig unabhängig, aber ich hatte letztens einen (anderen) Fehler mit dem Upload von Attachments, wenn der HttpType in der SysConfig (da https, der Standard) nicht mit dem eigentlich genutzten (http) nicht übereingestimmt hat. Könntest du das zur Sicherheit mal kurz kontrollieren?

Our OTOBO configuration has HttpType = https, but we were accessing the system via the HTTP IP address. Because of this mismatch, the upload appeared to work in the UI but the attachment was not persisted after saving the FAQ.

So the issue was caused by accessing OTOBO via http while the system is configured for https.

Thanks again for the help.

[Autor]

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