Update : I found you can avoid making this change to your database by
changing where uploaded attachments are cached.
Just changed WebUploadCacheModule in Core::Web to FS instead of DB.
Justin
On Thu, Feb 25, 2010 at 9:13 AM, Justin Noel
I was running into a problem where uploading attachments to a ticket failed. Instead of getting a warning after waiting for the upload, the page would just refresh and the attachment would not be there.
I thought updating the WebMaxFileUpload setting in Config Options: Framework -> Core::Web would solve the problem. It did not.
I finally found this warning in the Apache error log file :
ERROR: OTRS-CGI-99 Perl: 5.8.8 OS: linux Time: Tue Feb 23 13:46:31 2010
Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)'
The final fix is that the max_allowed_packet in your MySQL my.cnf file must ALSO be set to whatever you want the max upload size to be. Here is my sample :
max_allowed_packet = 16M
Hopefully this tip will help someone else. I found several people asking this question with responses like "This has been answered many times before...." . Well, I never found an answer.
Justin Noel http://www.calendee.com