Opening Attachemnts from Live Support sucks

cyberneticos · 12:08 PM

Hello guys,

We have supportsuite, last version, and when we have to open an attachement using Live Response,. opening a JPG file for example, we have to do the following:

1 login again
2 Allow popups
3 Download some retarded index.php file which opens up our .php file editor and locks it up.
4 Finally , 25 seconds later , download the actual file that was attached.

This is a royal pain in the *** to have to do this for every attachment we need to open from Live Response

Anyway to have an attachment just OPEN from Live Response ?

Thanks.

craigbrass · 16-04-2009, 01:17 PM

I think it is because the link is set to open in a new window. I'd consider this a bug. Post it in Kayako Bug Tracker - Issue List

cyberneticos · 16-04-2009, 06:25 PM

Thanks Craig. Always so helpfull

I have submitted a bug on this. I think what you say makes sense. It tries to open a new window in IE, and obviously IE has no cookies or session set, since I never logged in using IE, only in Live Response.

Thanks !

cwudarski · 17-04-2009, 03:36 PM

Right click on the attachment and go Save As, then save it to your desktop.

cyberneticos · 17-04-2009, 03:51 PM

Thanks cwudarski

That works great actually. But it would be nice if we could just open it by clicking, like we would expect.

Cheers !

John Haugeland · 17-04-2009, 07:14 PM

This is evidentiary of incorrect MIME settings in the webserver. If you would like us to investigate it as a bug, please open a support ticket or a bug report.

cyberneticos · 20-04-2009, 08:44 AM

Quote:

Originally Posted by cyberneticos

I have submitted a bug on this.

What mime-type entry are you talking about ?

craigbrass · 09:30 AM

John: It isn't an MIME type setting because it works fine when logged into the staff cp via your web browser. The problem is it is set to open in a new window and that causes the WinApp to open another window which doesn't have session data for the staff cp thus asks to to log in.

Also, he has already submitted a bug report.

**Jamie Edwards** · 20-04-2009, 09:32 AM

Craig,

It is partly a MIME problem - the browser thinks it is being sent an index.php file, which is why it is opening the web browser. If it wasn't a MIME problem, the browser would not open an editor and would instead display the contents of index.php in the browser.

If Winapp is opening another IE window, then there will be nothing wrong with regards to sessions either.

cyberneticos · 20-04-2009, 09:35 AM

Well,

I would like to "partly" fix it. What mime-type do I need to have in my httpd.conf

Shouldn't this be included in an htaccess when Support Suite is distributed ?

**Jamie Edwards** · 20-04-2009, 09:42 AM

Quote:

Originally Posted by cyberneticos

Well,

I would like to "partly" fix it. What mime-type do I need to have in my httpd.conf

Shouldn't this be included in an htaccess when Support Suite is distributed ?

No. SupportSuite doesn't come with any .htaccess file, and not all web servers allow you to over-ride all configurations anyway (having said that, you might be able to to using mod_mime). There are lots of guides on the web - Setting MIME for Apache

cyberneticos · 20-04-2009, 10:22 AM

Thanks John,

I do know how to setup a mime-type entry in httpd.conf and / or htaccess.

Again, I just need to know which one needs to be added.

Can any one help me with this ?

And what's the "other" part of the problem ?

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craigbrass Offline Senior Member Posts: 7,511 Join Date: Jun 2005 Location: Cumbria, UK	16-04-2009, 01:17 PM I think it is because the link is set to open in a new window. I'd consider this a bug. Post it in Kayako Bug Tracker - Issue List Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Click here for Kayako Software Development My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako

cyberneticos Offline Member Posts: 134 Join Date: Dec 2007 Location: Spain	16-04-2009, 06:25 PM Thanks Craig. Always so helpfull I have submitted a bug on this. I think what you say makes sense. It tries to open a new window in IE, and obviously IE has no cookies or session set, since I never logged in using IE, only in Live Response. Thanks ! CyberNETicos Hosting SL www.cyberneticos.com WHMCS Hispano www.whmcs.es

cwudarski Offline New Member Posts: 2 Join Date: Feb 2008	17-04-2009, 03:36 PM Right click on the attachment and go Save As, then save it to your desktop.

cyberneticos Offline Member Posts: 134 Join Date: Dec 2007 Location: Spain	17-04-2009, 03:51 PM Thanks cwudarski That works great actually. But it would be nice if we could just open it by clicking, like we would expect. Cheers ! CyberNETicos Hosting SL www.cyberneticos.com WHMCS Hispano www.whmcs.es

John Haugeland Offline Member Posts: 1,223 Join Date: Dec 2007 Location: Boise, Idaho	17-04-2009, 07:14 PM This is evidentiary of incorrect MIME settings in the webserver. If you would like us to investigate it as a bug, please open a support ticket or a bug report. John used to be a Kayako developer

cyberneticos Offline Member Posts: 134 Join Date: Dec 2007 Location: Spain	20-04-2009, 09:35 AM Well, I would like to "partly" fix it. What mime-type do I need to have in my httpd.conf Shouldn't this be included in an htaccess when Support Suite is distributed ? CyberNETicos Hosting SL www.cyberneticos.com WHMCS Hispano www.whmcs.es

cyberneticos Offline Member Posts: 134 Join Date: Dec 2007 Location: Spain	20-04-2009, 10:22 AM Thanks John, I do know how to setup a mime-type entry in httpd.conf and / or htaccess. Again, I just need to know which one needs to be added. Can any one help me with this ? And what's the "other" part of the problem ? CyberNETicos Hosting SL www.cyberneticos.com WHMCS Hispano www.whmcs.es