Unable to see attachments on tickets in OTRS 6

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godzone
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Joined: 11 Jan 2018, 00:46
OTRS Version?: 6.0.3
Real Name: Glen Eustace
Company: GodZone Internet Services

Unable to see attachments on tickets in OTRS 6

Postby godzone » 11 Jan 2018, 05:57

Since upgrading to OTRS 6, we no longer seem to be able to see attachments on incoming email tickets. The UI doesn't seem to have any way to get to them. Our workaround is currently to forward the ticket to another email address and we can then see them attached to the outbound email or the destination's mail program. This is not a good solution.

We have seen that in the Miscellaneous menu item there is an entry 'All Attachments (OTRS Business Solution)' and that in the configuration this is labels as Attachment Tease. We are running the 'Free' edition and am hoping that being able to see the attachments hasn't been deliberately removed.

If we are missing something obvious, a pointer would be appreciated.

S1lv3rW1z4rd
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Joined: 10 Oct 2017, 13:45
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Re: Unable to see attachments on tickets in OTRS 6

Postby S1lv3rW1z4rd » 11 Jan 2018, 11:40

Attachments are now at the bottom of the ticket instead of at the top.
Did you check the bottom of the ticket ?
Which browser do you use ?
Last edited by S1lv3rW1z4rd on 12 Jan 2018, 12:42, edited 1 time in total.
Running OTRS 6 Free (6.0.4) on CentOS 7.4/MYSQL/Apache2

jojo
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Re: Unable to see attachments on tickets in OTRS 6

Postby jojo » 11 Jan 2018, 11:45

they are also on the rigt (small number) in the article tree
"Production": OTRS Business Solution™ 6, STORM powered by OTRS
"Testing": OTRS git Master

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godzone
OTRS newbie
Posts: 3
Joined: 11 Jan 2018, 00:46
OTRS Version?: 6.0.3
Real Name: Glen Eustace
Company: GodZone Internet Services

Re: Unable to see attachments on tickets in OTRS 6

Postby godzone » 13 Jan 2018, 03:54

We are using Google Chrome.

I can not find anything on the inbound email ticket that indicates it has any attachments and the ticket table only shows a count of attachments for outbound emails. Please see attachment to screen captures.
You do not have the required permissions to view the files attached to this post.

godzone
OTRS newbie
Posts: 3
Joined: 11 Jan 2018, 00:46
OTRS Version?: 6.0.3
Real Name: Glen Eustace
Company: GodZone Internet Services

Re: Unable to see attachments on tickets in OTRS 6

Postby godzone » 13 Jan 2018, 05:43

Further testing of tickets with attachments would seem to point to the attachments in the ticket (we have had issues with) being malformed in someway as our most recent test have all been successful.


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