Self service - Attachments not coming through

[JAquino]

We have just realised that attachments are not coming through to our tickets when a ticket is raised via self service. You can see from the screenshot attached  I've uploaded a file, but when I open the ticket there is no attachment listed.

This may have been happening for a month or more (the majority of our tickets are raised from email so we hadn't really paid it much attention).

Our background processes have not changed in a very long time. Guessing an update has messed with it. Please advise how we can restore this functionality.

 

[JAquino]

Would be grateful for some assistance from Hornbill admin

many thanks

 

[Deen]

@JAquino There is possibly a defect here which will need to be corrected.  I'll speak to our developers and will let you know our findings shortly.

[Steve Giller]

@JAquino Are you able to confirm what your setting guest.app.experimental.enableProgressiveCapture2 is currently set to?

[JAquino]

@Steve Giller It's currently switched off. This was switched off at the advice of a one your support staff following a previous issue we raised: 

 

 

[Steve Giller]

@JAquino I can't access that message, but I suspect it was from quite some time ago.

Progressive Capture 1 is now fully deprecated, and we cannot reproduce this behaviour on PC2, so the advice from Development is that turning guest.app.experimental.enableProgressiveCapture2 on will resolve this issue.
If you still see the same behaviour after turning the setting on, please let us know, but (as it is deprecated) there will be no further fixes to the PC1 functionality - the fix is to move to PC2.

[JAquino]

@Steve Giller

Thank you Steve. Unfortunately, re-enabled ProgressiveCapture2 has re-introduced the problem we had before.

When raising tickets from emails, certain attachments are not being pulled through to the ticket.

I am turning off ProgressiveCapture2 as this is creating a bigger issue for us than self service attachments not coming through. Would be grateful for assistance.

[ArmandoDM]

Good afternoon @JAquino

may I ask for more details about the issue you are experiencing with the attachments ?

If I understand well, you're using the functionality 'Raise Request' from an email.
Can you give more details about 'certain attachments' ?  Does the issue occurs only with some of them ? Which type of attachments they are ? Do they have special characters in their name or they are big size ?
Are the attachments linked to the email and they are not carried over the request that has been logged or they are attachments that you add manually via progressive capture and they are not attached to the request ?

If you can provide details, ideally replication steps, that would be very helpful so we can investigate and address the issue.

Thank you

Armando

[Steve Giller]

@JAquino Also, can you expand on the previous issue you referred to.

I've extensively tested the issue described in the linked thread using PC2 and the updated Summary is always picked up by the Request.

[JAquino]

@ArmandoDM @Steve Giller

To summarise:

With PC2 enabled - when we raise a ticket from an email, it is not pulling through the attachments to the ticket.

With PC2 disabled - when a user logs a ticket via self service, any attachment they add does not come through to the ticket

 

[Steve Giller]

29 minutes ago, JAquino said:

With PC2 enabled - when we raise a ticket from an email, it is not pulling through the attachments to the ticket.

I've just raised this Request on my Instance with PC2 enabled from email, and the Attachment pulled through without issue.

Does your Capture have an Attachments form in it?

Do you have any restrictions in your settings for attachments?
e.g. servicemanager.email.maxAttachmentsToProcess, security.fileUploadRestriction.* etc. 

[JAquino]

@Steve Giller 

Yes our capture has an attachments form. Please see the flow attached

servicemanager.email.maxAttachmentsToProcess is set to 50

I'm having trouble locating security.fileUploadRestriction - please advise?

Thanks

new-service-request-catalog-item-flow.pcf.txt

[Steve Giller]

Select the Admin cog in the bottom left

Click the Search icon

Type security.fileUploadRestriction into the search box

This will list all of the settings under this category.

[JAquino]

@Steve Giller

Settings currently as follows:

 

security.fileUploadRestriction.webdav.enable               ON
security.fileUploadRestriction.entity.fileAttachments.enable    ON
security.fileUploadRestriction.mail.fileAttachments.enable    ON
security.fileUploadRestriction.itom.fileAttachments.enable    ON
security.fileUploadRestriction.webdav.types             exe;bat;cmd;js;vbs
security.fileUploadRestriction.entity.fileAttachments.types     exe;bat;cmd;js;vbs
security.fileUploadRestriction.itom.fileAttachments.types     exe;bat;cmd;js;vbs
security.fileUploadRestriction.mail.fileAttachments.types     exe;bat;cmd;js;vbs

[Steve Giller]

Hi @JAquino

Using your Workflow I have raised Requests from both the Live Portal and the Employee Portal, and also from email, and the Attachment was applied to the Request each time.

Can you check your Routing Rule Template and ensure that the Add Attachments setting is ON?

[JAquino]

@Steve Giller, thanks for your reply. We don't have a routing rule configured for this. Tickets that arrive via email are raised manually as we have to determine if they are Incidents or Service Requests and log them appropriately.

The only routing rules we have is the default "Update requests" rule which looks for a reference number in the subject and appends to an open ticket.

Happy to explore adding one if needed, but I would need to fully understand the impact of this before making any changes. It's been a long time since I've done any background design in Hornbill. 

Perhaps a remote session would be easier so you can see our environment?

[Steve Giller]

@JAquino Raising from email also attached the file for me:

[JAquino]

@Steve Giller, I've done extensive testing today and I am getting some very quirky issues when I re-enable PC2.

The first ticket I log with an attachment whether it be a service request or incident works. I can see the attachment being pulled through on the upload attachments page. So for example if the first ticket I log is an Incident, any incident I log going forward will pull through attachments. If I switch to logging Service Requests, attachments do will not be pulled through.

I close my browser and reopen it. I repeat the process, but this time I start with Service Requests. These work fine. I switch to incidents and suddenly I can no longer get attachments.

Turning off PC2 leaves us back at square one. Tickets we raise via Email/Raise Request work okay, but any attachments added via self service do not pull through.

Happy to demonstrate this over a remote session. If this not possible, please let me know and I will discuss this further with our account manager.

 

 

[Steve Giller]

Just to update this thread, we have, with @JAquino's help, managed to reproduce this issue and we expect a fix to be in the next-but-one build of Service Manager.

Defect Reference: KE00181885