Unable to Upload attachment using Support Center

[kjoinson]

I am not able to upload a file when entering a ticket from the support center. After selecting, SUBMIT button, I see the message: "ERROR: Attachment type not allowed.)".

I currently receive attachments using the Mail Parser when user attach a file to their email. In Admin CP/Settings/Tickets/Attachment Settings, I have the Restrict Attachments to Custom File selected as YES and I have setup custom extensions for attachment however even when I select NO, I receive the message above. (I am not having problems with attachments using Mail Parser) only when adding the ticket as a user in Support Center.

Thank you!

[richm]

Admin CP
Attachment Settings
Restrict Incoming Attachments to Custom Attachment Types
If Enabled, Only the Attachments that match the extension in Custom Attachment Types under Tickets > Attachment Types will be accepted into the system.

See if this is enabled. If so, go to:

Admin CP
Tickets Attachment Types

And see what you have set up to allow through.

HTH,

Rich

[hmac]

I have included basic extensions: jpg, pdf, xls, doc and txt and changed the ticket setting for attachments to only accept these file types.

ERROR: Attachment type is not allowed

is the result

I have changed the setting back to allow all attachments, again the same error is generated

BTW - I am trying to test this through the web ticket entry, not via an inbound email

[craigbrass]

In which case, I suggest you submit a ticket (http://members.kayako.net -> "Get Support") as you are on the hosted platform.

[supportskins]

Also make sure you are on the latest stable build if incase you have not upgraded your helpdesk.

[craigbrass]

....Which, as you are on the hosted licence hmac, can be done via the members area.

[PeteV]

We had the same problem, and also from within Staff CP, using the latest stable release of eSupport. Instead of submitting this as a bug, we just allowed attachments of all types again (we were considering to do this anyway), and forgot about the problem.

This may not help you, but at least now you know that you are not the only one experiencing this problem.

[craigbrass]

Well if you have had the issue too Pete, it would appear to be a bug. Why not submit it at http://bugs.kayako.net so that it gets fixed for the next release. Remember to reply to this thread linking to the bug report to tie the two up.

[SNRProductions]

I have the same problem. Hopefully someone figures it out.

[kjoinson]

Thanks for the replies - I will take Craig's advice and submit to Kayako as a bug.

[Jamie Edwards]

Originally Posted by kjoinson

Thanks for the replies - I will take Craig's advice and submit to Kayako as a bug.

http://bugs.kayako.com/index.php?cmd=view&id=295

[SeanKelly]

I'm having the same problem:

Nobody can include attachments with their tickets..
same error message..
even when I don't limit to specific attachment types.

To make matters worse, this is raised as a bug here

http://bugs.kayako.com/index.php?cmd=view&id=295

and is now marked as NOT A BUG.

I have the latest version of eSupport and it looks like this issue is open since August.

When is it going to be fixed?

Sean

[craigbrass]

It is marked "Not a bug / Deferred" rather than just Not a Bug. Mahesh posted on there saying "Please create Support Ticket to get this issue traced and fixed.". I suggest you do this (http://members.kayako.net -> "Get Support").