Attachments not visible in service desk tickets
Hi,
I'm seeing an issue with attachments not being visible in tickets when users attach them in initial email to service desk or in their comments. The only way users can send attachments is upload them from the user console. Is there an easy way to fix this issue?
Thanks,
Shawn
2 Comments
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Answers (2)
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Posted by:
AbhayR
6 years ago
Is your email attachment size > 8MB?
From admin guide
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Users can attach files to Service Desk tickets submitted through email, and those attached files can be up to 8 MB in size.
If attachments exceed 8 MB in size, email messages are rejected. No error messages are displayed to users.
Comments:
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Abhay, the support team had me go in and restart services which fixed the attachment visibility option. Thank you for your feedbaack! - sgchandler 6 years ago
Posted by:
AbhayR
6 years ago
Are you saying that you can see the ticket details but not the attachments from the admin portal ? Are the users able to see their uploaded attachments from User portal ?
Comments:
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That is correct, users cannot see attachments that they sent in original email to helpdesk either. This is a problem because we have to ask the user to send attachments in a separate email or have them upload using the end user console. In a nutshell, end users OR admins cannot see attachments at all in ticket details. - sgchandler 6 years ago
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Is the user sending the attachment in a new email or just replying to the original ticket creation email sent by the system ? - AbhayR 6 years ago
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This is the original email that user sends to our helpdesk (ie helpdesk@domain.com). They put the attachment in the original email but when admins check the particular ticket there is no attachment to be found. - sgchandler 6 years ago
I found this in the admin guide:
About attachments to tickets created through email
Users can attach files to Service Desk tickets submitted through email, and those attached files can be up to 8 MB in size.
If attachments exceed 8 MB in size, email messages are rejected. No error messages are displayed to users.
If that doesn't apply, I would suggest contacting KACE support. - ondrar 6 years ago