incident Attachments form not working

[HHH]

Since today, when using the attachments form. The forms says successful upload but no attachment appears in the ticket.
Does anyone else have this issue?

[Guest Paul Alexander]

+1 for this.........we also have a separately logged problem where, if an attachment is required, and one is added to the form, the PCF still doesn't recognise that there IS an attachment and the form can't be completed.

[ArmandoDM]

Hi @HHH, @Paul Alexander

may I ask if you are running the latest update of Service Manager and which browser you're using?

 

Regards

Armando

 

[Guest Paul Alexander]

Hi @Armando

yes.....we're on the latest build: 

 

and we're using Chrome....

 

thanks

[Frank Reay]

+1 same for this. Tested raising an Incident as an Agent and does not allow an Attachment to be added. Works fine for Basic Users and also for Agents when attaching in an existing Request under the Attach Tab.

[Frank Reay]

Chrome and just loaded the latest batch of updates due to the performance issue!

[ArmandoDM]

Hi @Paul Alexander, @Frank Reay

I will report this issue for investigation.

Regards

Armando

[ArmandoDM]

Hi @Paul Alexander, @Frank Reay, @HHH

can you confirm that the issue is not because of the default visibility applied to the attachments please?  

Thanks

Armando

[Guest Paul Alexander]

Hi @ArmandoDM

Ours is set to this (which hasn't changed since we went 'live')

 

 

But there is no attachment showing in either the Portal or the app:

 

Even though I DEFINITELY added an attachment:

 

 

thanks

[HHH]

@ArmandoDM Resolved by applying latest update

[Frank Reay]

Does appear to be working for us as well.

[ArmandoDM]

Thank you for the update @HHH, @Frank Reay

@Paul Alexander can you please clear the browser cache and try again , and tell if the issue still persists ?

 

Regards

Armando

 

 

[Guest Paul Alexander]

Ours is still not working for some reason!

What I have seen though is that, when you upload an attachment, it doesn't show in the info pane :

 

However, if I add ANOTHER attachment, then I don't get the 'uploaded successfully' message, but I do see both attachments in the info pane:

[Guest Paul Alexander]

Also...if I add an attachment and it does show (as in doing what I mentioned above) and then press the 'remove' button, but add another attachment, the one that I pressed 'remove' on still shows up......it's quite confusing! 

[Nanette]

@Paul Alexander just to clarify, have you cleared the cache? many thanks, Nanette. 

[Guest Paul Alexander]

Yes, I've cleared the cache.

 

thanks

[Nanette]

@Paul Alexander thank you for clarifying.

 

 

[HGrigsby]

++1 same for us too.   

Applied latest build earlier to fix earlier issues and now seem to have to attach any mandatory attachments twice to get it to move on.  

Really need to get this one fixed we have over a hundred tickets logged per day that need an attachment added.

[Guest Mohamed]

Hi @Paul Alexander

Our developers have found the issue and looking to resolve it. 

The attachments form works fine on the normal client however the issue is in the portals

Mohamed

[Martyn Houghton]

@Mohamed

Following the identification of the issue by the developers, is there an update when the fix for this problem will be released?

Cheers

Martyn

[HHH]

Unfortunately our analysts have come back that this is still an issue.

[Keith]

+1 for this issue.

[Guest Mohamed]

Hi @Paul Alexander, @Martyn Houghton and all 

Pleased to let you know the latest build (1736) has just gone out which should resolve the issue, please update Service Manager to the latest build

Hope that helps

Regards 

Mohamed

[Guest Paul Alexander]

Great thank you....I've applied it and it's now working.

Thanks for getting it sorted

[Guest Mohamed]

That's great to hear and as always, happy to help!