KACE Product Support

I think you can just upload a file over it with the same name. A zero byte file of the same name might work in cases where you want to delete.

There are some enhancements in the system about this as I know it's impossible to delete helpdesk ticket attachments.

Gerald, couldn't they be deleted with custom SQL rules?

A ticket or article could be deleted this way, but even that's a moving target as we add database or reorganize tables periodically.

Those rules can generate emails or run a SQL statement as a user that has access to some of the database tables. The file attachments are not stored as blob date in the database, but as files on disk so a rule could not delete them.

We don't run anti-virus on our KBOX so when some infected attachments were being detected on our backups, the anti-virus software (Sophos) regularly deleted the daily and weekly backups! KACE support (a Canuck?) had to find and delete the original infected files for me. Now the backups aren't being deleted any more and I'm checking the anti-virus logs more often! No easy way for the average KBOX admin user to delete attachments yet...

ORIGINAL: GillySpy

I think you can just upload a file over it with the same name. A zero byte file of the same name might work in cases where you want to delete.



I've seen multiple ticket attachments with identical file names but don't think they overwrite older versions. If they are there's no warning!

... it's impossible to delete helpdesk ticket attachments.


Lets hope for a better future!

ORIGINAL: GillySpy

I think you can just upload a file over [article attachments] with the same name. A zero byte file of the same name might work in cases where you want to delete.
I will clarify: the original question was implicitly about KB articles. I think you can upload files of the same name over top of old ones.


I then go on to say that it's impossible to delete helpdesk ticket attachments.
Ticket attachments cannot currently be deleted nor overwritten because they are associated with a ticket change #. One a change is saved you cannot delete it. Notice how the files are stored in blah/change#/filename

I thought there was a way of doing it using one of the options for the admin, but I see I was wrong. Well, guess I will have to keep doing it as I am right now.

Thank you all for your replies

Nice to see another Sophos user! You bring up a real good point about employees uploading attachments with viruses. Sophos "should" be able to catch this before they actually get to upload the attachment unless of course you have your helpdesk facing out or if someone is VPN and uploads an attachment from their personal computer! Now you done got my head spinning!


ORIGINAL: RichB

We don't run anti-virus on our KBOX so when some infected attachments were being detected on our backups, the anti-virus software (Sophos) regularly deleted the daily and weekly backups! KACE support (a Canuck?) had to find and delete the original infected files for me. Now the backups aren't being deleted any more and I'm checking the anti-virus logs more often! No easy way for the average KBOX admin user to delete attachments yet...

Gerald, what if you enable ticket deletion and delete the ticket entirely? Will that delete attachments?

Yes, deleting a ticket does remove associated attachments, according to Gerald. When he helped me with the infected attachments, the Sophos messages pointed to the infected attached files in their KBOX location which had no easy way to figure out which ticket it was attached to. Gerald deleted the attachments knowing the tickets referring to them would have broken links.