Attachment Issue

yashwantsharma968

Hi Team,

Actually we are using OS Ticket system from past few months, in this time we have identified one attachment issue with osticket that is First time when a user raise a ticket he is able to attach aa file but when second time let's sau agent ask him for further document requirement then It attaches the snapshot of the whole page in that file. If I clicks on Drop Files here link then nothing is attached there. Foer further Explanation, Please see the screenshot of the issue with system details.

ntozier

First thing I would recommend is to update to the latest.
Secondly, I would say is that I ahve no idea what you are trying to tell us.

yashwantsharma968

ntozier Thanks for the reply. Wishing you a very Happy New Year.

I have updated the OSTicket to Latest Version. But Issue is still Same.
I'll explain the Issue again : When a Customer is attaching something first time while creating the Ticket his attachment is getting attached but when he is attaching again that attachment is not getting attached in the same ticket instead it is taking an image of the whole page and that is getting attached.

In the above Image you can see Test 1 image is attached by a Customer and Test 2 is by an Agent but When Customer is Attaching the Test 3 image then that image is not getting attached instead the whole page's image got attached as shown in the last image in above reply. Attaching the full image for further clarification.

KevinTheJedi

@yashwantsharma968

This appears to be an issue with the screenshot software, not osTicket. From your posts it sounds like you are saying:

A User screenshots something and tries to upload it but it uploads a screenshot of the full page instead.

If so, that definitely sounds like an issue with the screenshot software.

Cheers.

yashwantsharma968

KevinTheJedi Thanks for reply, Screenshot software is no where in picture, I just gave the example. It's the case with any attachment User is trying to attach only once he is able to do so, next time the full page image is getting uploaded as shown in above images. I have tried this from 10-15 different machines(with different OS and browser) and my mobile phone.

KevinTheJedi

@yashwantsharma968

I've personally never seen this issue before. Can you provide exact steps to replicate the issue? Maybe a video or something?

Cheers.

yashwantsharma968

KevinTheJedi https://drive.google.com/file/d/1M2O4LhefGcwmda4-VKc08OZm-kojjJVC/view?usp=drivesdk

Attaching the video here of the whole activity. This is happening on every system, whenever user is trying to attach something second time.

ntozier

osTicket does not take screen shots or reply like that. So the user must have done it.

KevinTheJedi

@yashwantsharma968

As you can see when you attach the second image the image is broken which indicates an underlying issue. That broken image causes broken HTML hence why it includes the page's HTML in the message. You will need to review the error logs on the server when uploading the second image to see what's going on.

Cheers.