When replying to a ticket, file cannot be attached with an error
Problem reported by Priory Federation IT Team - 11/19/2015 at 6:01 AM
Submitted
Hey guys!
 
We have a problem on SmarterTrack 11.3.5766.
 
When our agents choose to 'Reply' to a ticket and try to 'Attach File', upon selecting the file to upload it comes up with an error. But, if they attach a file when just viewing a ticket it allows?
 
Thanks for you help :)
 
Regards,
Martin
User Replied
Hello, What is the error? can you send a screenshot? is it a specific type of attachment or they just cant attach any?
Priory Federation IT Team Replied
Hi Ashley,

The error is as described, when Replying to a ticket agents can't attach a file. A red error bar appears at the bottom.

Priory Federation IT Team Replied
Oh and its every type of attachment. From PDF to Doc and TXT files.
Priory Federation IT Team Replied
https://www.dropbox.com/s/xyvyrwpnxp5qqxz/ST_Ticket_2.PNG?dl=0
Employee Replied
Employee Post
Is it possible the file is too large? Try a smaller file does that work? Also, try going to Settings->Security-> Uploads and ensure the file type is allowed. if you want to give it a good test try just putting .* in there to allow all? If it seems its a file size issue you can go to your web.config file and change it to <httpRuntime maxRequestLength="20480executionTimeout="240"requestValidationMode="2.0maxQueryStringLength="4096/>
Priory Federation IT Team Replied
Hi Ashley,

I have placed the .* wildcard into the file security filtering and used a file which is 60kb and it still shows the error
Priory Federation IT Team Replied
Hi Ashley,

I have placed the .* wildcard into the file security filtering and used a file which is 60kb and it still shows the error
User Replied
Hmmm, I am unable to replicate the issue here. Try upgrading to the latest version of track, if that does not help, you may need to submit a ticket so that we can take a closer look at your configuration and install.

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