Deleting Attachments Doesn't Remove Them From Physical Drive

Problem reported by Ben Santiardo - 8/4/2015 at 5:48 AM

Resolved

I've noticed two things when deleting attachments.

1) The deleted files are not removed from the physical drive (eating up disk space)

2) In the case of E-Mail attachments, deleting files from the "Attachments Tab" doesn't remove the Attachment Links from the E-Mail message that generated them in the "Communications Tab"

The reason this is an issue is because we have some customers that have images in their E-Mail signatures which then automatically add as attachments to the ticket, eating up our drive space for no reason. We would like to instruct our agents to delete these superfluous signature images from incoming tickets, but it is pointless to make them go through the effort if it doesn't cleanup the physical drive.

Is there another way of doing disk cleanup/maintenance for attachments that I am unaware of?

____________________________________

Ben Santiardo, Senior Programmer Analyst

Eastern Suffolk BOCES

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Antonio King Replied

8/4/2015 at 6:57 AM

This is actually something that I'd second as well. Since our business is retail, sometimes we have customers who will send sensitive information back. When it attaches to their order, that attachment is visible for any and everyone. While we thought being able to delete the attachment would work, it doesn't, because it's still being stored.

Employee Replied

8/4/2015 at 10:34 AM

Employee Post

Hello Ben and Antonio,

I found it does indeed act like this. It looks like the code was written intentional for this (disk space for attached files do get cleared out when the ticket is purged). However, I do see your reasoning behind this and will bring it up for discussion.

Thank you,

Ben Santiardo Replied

8/4/2015 at 11:09 AM

Thank you for looking into this Ashley. I am glad to hear that the 90 day purge accounts for disk cleanup. Like you noticed though, tickets that are not "deleted" and don't get "purged" leave the files on disk.

Also... since this is along the same line of thought. I was thinking that an ability to perform a manual purge would be nice. Or at the very least, a field option somewhere in settings that would allow us to modify the default hardcoded purge limit from 90 days to something else. ;-)

____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES

Employee Replied

8/5/2015 at 9:08 AM

Employee Post

Hello Ben,

As an update, the attachment not being removed from the ticket will be treated as a bug and is planned to be fixed in 11x. The ability to purge, or adjust purge frequency is a feature request but it is definitely under consideration for smarter track 12x.

Thank you,

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