Hi everyone,
I've recently started using Freshservice and encountered a frustrating issue when trying to add attachments while logging a new ticket. Here's what's happening:
Issue Description:
- When users log a new ticket in Freshservice, they enter their ticket details and try to add an attachment (text, JPEG, or DOC files).
- After selecting the file and returning to the "Log New Ticket" screen, the "Log Ticket" button is greyed out, preventing ticket creation.
- Users can only successfully create a new ticket if they do so without an attachment. They can then add the attachment later by editing the newly created ticket.
Steps Taken So Far:
- Checked File Sizes: The attachments are well within the allowed size limits.
- Form Rules: No specific form rules that could be causing this issue have been identified.
- Support Contacted: Freshservice support initially couldn’t replicate the issue but later confirmed it is a bug that has been escalated to the development team.
Request for Assistance:
I'm reaching out to the community to see if anyone else has experienced this issue or has insights into resolving it. Here are a few specific questions:
- Have you encountered similar problems with attachments while creating new tickets?
- Are there any configurations or settings in Freshservice that we might have missed that could resolve this issue?
- Any workaround suggestions until the bug is fixed?
Your assistance would be greatly appreciated!
Thank & Best regards,
Elena, UK
