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Question

New Tickets Attachments Issue

  • 28 November 2022
  • 8 replies
  • 270 views
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We are having an issue where customers/users are not able to add an attachment when they log a ticket in FreshService.

They enter their ticket details as normal, go to add an attachment, select the file normally, but when they are shown the log new ticket screen again, the log ticket button is greyed out. These are not large attachments and typically text, jpegs, or doc files.

Users can log a ticket, then go back into that newly created ticket and add an attachment there, but it’s not possible to finish logging a new ticket if they attach a file first.

It only affects users, not agents, so we think it might be a config issue but can’t find a relevant setting to check. 

 

Can anyone help? We’ve not had much luck with support

8 replies

rashmi.nag
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Hi Dan! Thanks for posting your query. Tagging folks who can potentially help you with this: @zachary.king @Ammar KB @BrynCYDEF 

Cheers, Rashmi || Team Freshworks
zachary.king
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Hello @Dan H, I can’t think of a setting off the top of my head that would prevent the submission of tickets with attachments unless those files exceed the maximum size limit.

Do you have any business rules for forms in place? Perhaps those are causing issues during the creation of tickets.

Are your portal users requesters in freshservice? Do you require your portal users to sign in to access the portal?

Tagging a couple others to help too… @keefe.andrews @daniel.soderlund. 

I would submit a support ticket as well at support@freshservice.com. Good luck!

- Zach / ITSM Solutions Engineer
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Hi @zachary.king thanks for responding.

 

File sizes are well under maximum size allowed by the system, and can be attached normally after the ticket has been created.

 

No form rules, AFAIK, but will get admin to check.
 

No, they do not sign in to create tickets.

 

Believe problem has only been occurring since end of Sept/start of Oct (roughly)

 

Support say they can’t replicate the issue, but we all can here.

 

It’s immensely frustrating as we haven’t made any changes.

 

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Have had an update, Support can now replicate and confirm it is a bug that has now been passed to the dev team. Relieved it wasn’t anything our end, frustrated that it’s not something that can be fixed quickly though.

zachary.king
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Have had an update, Support can now replicate and confirm it is a bug that has now been passed to the dev team. Relieved it wasn’t anything our end, frustrated that it’s not something that can be fixed quickly though.

Glad you were able to get an answer. Fingers crossed that it is a quick fix.

- Zach / ITSM Solutions Engineer
Joisey Peyton
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We're currently facing a challenging issue in FreshService where our customers/users encounter problems when attempting to add attachments while logging a new ticket. This issue is perplexing because it doesn't affect agents, only our users. We suspect it may be a configuration problem, but we've had limited success with support thus far. We're reaching out to this community/forum in the hope that someone might have encountered a similar problem or can provide insights to help us resolve it.

Issue Description: Here are the key details of the issue we're experiencing:

  1. Users log a new ticket in FreshService as usual.
  2. They enter their ticket details and proceed to add an attachment, which is typically text, JPEG, or DOC files.
  3. After selecting the file, when they are taken back to the "Log New Ticket" screen, the "Log Ticket" button is greyed out, preventing them from completing the ticket creation process.
  4. Users are only able to successfully create a new ticket if they do so without attaching a file. They can then add the attachment later by editing the newly created ticket.

Steps Taken So Far: We've attempted various troubleshooting steps, including:

  1. Reviewing FreshService documentation and configurations to identify any potential settings causing this issue.
  2. Contacting FreshService support, but have had limited success in resolving the issue.

Request for Assistance: We're seeking assistance from this community/forum because we believe that someone might have encountered a similar issue or possess valuable insights into resolving attachment problems in FreshService for users. Here are some specific questions we have:

  1. **Are there any specific configuration settings in FreshService that might be causing this issue for users, but not for agents?
  2. **Has anyone faced similar problems with the "Log Ticket" button being greyed out after attaching a file, and if so, how was it resolved?
  3. **Are there any known compatibility issues with certain file types or file sizes that might lead to this behavior?
  4. **Are there any alternative solutions or workarounds that would allow users to add attachments while logging a new ticket without encountering this problem?

We truly appreciate any advice, solutions, or experiences you can share to help us address this issue with FreshService. Our users' ability to efficiently log tickets with attachments is crucial to our support operations, and we're eager to find a resolution.

Thank you in advance for your support and insights.

Sincerely,

Joisey Payton

Asulk
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We're currently facing a challenging issue in FreshService where our customers/users encounter problems when attempting to add attachments while logging a new ticket. This issue is perplexing because it doesn't affect agents, only our users. We suspect it may be a configuration problem, but we've had limited success with support thus far. We're reaching out to this community/forum in the hope that someone might have encountered a similar problem or can provide insights to help us resolve it.

Issue Description: Here are the key details of the issue we're experiencing:

  1. Users log a new ticket in FreshService as usual.
  2. They enter their ticket details and proceed to add an attachment, which is typically text, JPEG, or DOC files.
  3. After selecting the file, when they are taken back to the "Log New Ticket" screen, the "Log Ticket" button is greyed out, preventing them from completing the ticket creation process.
  4. Users are only able to successfully create a new ticket if they do so without attaching a file. They can then add the attachment later by editing the newly created ticket.

Steps Taken So Far: We've attempted various troubleshooting steps, including:

  1. Reviewing FreshService documentation and configurations to identify any potential settings causing this issue.
  2. Contacting FreshService support, but have had limited success in resolving the issue.

Request for Assistance: We're seeking assistance from this community/forum because we believe that someone might have encountered a similar issue or possess valuable insights into resolving attachment problems in FreshService for users. Here are some specific questions we have:

  1. **Are there any specific configuration settings in FreshService that might be causing this issue for users, but not for agents?
  2. **Has anyone faced similar problems with the "Log Ticket" button being greyed out after attaching a file, and if so, how was it resolved?
  3. **Are there any known compatibility issues with certain file types or file sizes that might lead to this behavior?
  4. **Are there any alternative solutions or workarounds that would allow users to add attachments while logging a new ticket without encountering this problem?

We truly appreciate any advice, solutions, or experiences you can share to help us address this issue with FreshService. Our users' ability to efficiently log tickets with attachments is crucial to our support operations, and we're eager to find a resolution.

Thank you in advance for your support and insights.

Sincerely,

Joisey Payton



 

Hello @Joisey Peyton,

 

Have you heard anything back on this? We’re experiencing the exact same issue.

 

Thanks in advance!

Arika

 

 

 

K
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I’m tagging some folks from the original reply to see if we can get some help for Arika and Joisey on this. In addition to not being able to upload an attachment, we’ve recently learned that clients also can no longer cc other users when creating a ticket or export tickets. 

@zachary.king @Ammar KB @BrynCYDEF 

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