When replying to a ticket, file cannot be attached with an error
Problem reported by Priory Federation IT Team - November 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

8 Replies

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0
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?
0
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.

0
Oh and its every type of attachment. From PDF to Doc and TXT files.
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https://www.dropbox.com/s/xyvyrwpnxp5qqxz/ST_Ticket_2.PNG?dl=0
1
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/>
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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
0
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
0
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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