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Attachments not visible in service desk tickets

11/20/2018 218 views

Hi,


I'm seeing an issue with attachments not being visible in tickets when users attach them in initial email to service desk or in their comments.  The only way users can send attachments is upload them from the user console.  Is there an easy way to fix this issue?


Thanks,

Shawn

2 Comments   [ + ] Show comments

Comments

  • What version of the appliance are you on?
  • I know in versions prior to 8 (I think), service desk email would either accept inline images (which are embedded in my company's signatures) OR attachments, but not both.

    I found this in the admin guide:

    About attachments to tickets created through email
    Users can attach files to Service Desk tickets submitted through email, and those attached files can be up to 8 MB in size.
    If attachments exceed 8 MB in size, email messages are rejected. No error messages are displayed to users.

    If that doesn't apply, I would suggest contacting KACE support.
    • Thank you ondrar, I don't think any of those apply in my case and I do have an open ticket with Kace so I'll reply here with resolution

Community Chosen Answer

1

Is your email attachment size > 8MB?

From admin guide

-------------

Users can attach files to Service Desk tickets submitted through email, and those attached files can be up to 8 MB in size.

If attachments exceed 8 MB in size, email messages are rejected. No error messages are displayed to users.

Answered 11/21/2018 by: AbhayR
Red Belt

  • Abhay, the support team had me go in and restart services which fixed the attachment visibility option. Thank you for your feedbaack!

All Answers

0

Are you saying that you can see the ticket details but not the attachments from the admin portal ? Are the users able to see their uploaded attachments from User portal ?

Answered 11/20/2018 by: AbhayR
Red Belt

  • That is correct, users cannot see attachments that they sent in original email to helpdesk either. This is a problem because we have to ask the user to send attachments in a separate email or have them upload using the end user console. In a nutshell, end users OR admins cannot see attachments at all in ticket details.
    • Is the user sending the attachment in a new email or just replying to the original ticket creation email sent by the system ?
      • This is the original email that user sends to our helpdesk (ie helpdesk@domain.com). They put the attachment in the original email but when admins check the particular ticket there is no attachment to be found.