Attachment disappears

quentin69

Hi,I have a problem with attchments.I have form with an attachment field, an agent sent a file with this field, here no problem, but next, I reassign the ticket to on other agent, this other agent add on other form custom and the file is not longer attached...Someone have an idea ?Thanks !

quentin69

I give some additional information.

I speak of a "File Upload" field in a custom form .

I noticed that nothing is write in the database when I send a file with that field.

However when I send a file with the default field "thread entry" in the default form, I have written information in the table " ost_attachments "I feel that the field "File Upload" not writing information in the database ?Osticket version 1.9.6 with WAMP ServerNOTICE: this post edited by moderator to remove HTML tags. - ntozier

ntozier

Is there some reason why you are not using the built in file attachment instead of trying to add a fileattachment field of your own?

quentin69

I did not quite understand what you mean , sorry I 'm french I have not a very good level of English.

My workflow is:

An end user created a ticket . An agent assigns the ticket to the staff member.

The staff member concerned adds a custom form that I created before and in this form there is a field to send a file.Sending the file seems to work , but when I reassigns the ticket to another agent and he adds another custom form the file is not present .

I put an image attached to show you what type of field I set to send a file. blank

ntozier

You did a fine job of explaining what you are doing. I'm asking why you would do it that way instead of utilizing the built in feature can already upload files. Why add your own field to stuff another file in?

quentin69

I use my own fields because the file must be sent at this time .

In the workflow , an end user created the ticket and after an agent adds the form that contains the fields to send a file.

Only one agent must be able to send the file to the workflow.

The file can not be sent when creating the ticket, only an agent can do this.

ntozier

end users or staff can attach a file to a ticket at any time.

quentin69

Yes indeed you can add a file at any time using the "internal note" but why "File Upload" fields do not work ?

Finally why the document disappears when we add another form ?

ntozier

Its a relatively new feature/option and it probably just plain doesn't work.