Missing file attachments

[graybeard]

I have the File module installed, and customer are able to attach files.   But when the operator attaches a file in a response, it does not show up in the ticket. 

[Sparky]

Weird.

Can you provide more information?

[graybeard]

OK.  CUstomer asks how to change his password.  Operator responds with "see attached" and attaches a word document that explains the rules.  But the document does not show up in the ticket anywhere.

The other way it works - customers attach files and they DO appear in the ticket.

[Sparky]

Ok, you missed the point of my question.   I understand how the file attachment module is supposed to work.   

Gross lack of detail is the root problem.  I do not understand what one means when they say, "does not show up". 

Like it never uploaded?
Like it uploaded but no file is on the server?
Are you trying this from a different browser?
Any error messages?
What does the operator see?  Does he think it uploaded ok?
Is it only the customer than cannot see the file uploaded by the operator?
Have you looked in the attachments directory on the server to see if the file is there?
How big is the file?
What type of file?  PDF, DOC, etc?

[graybeard]

Further testing and I found the answer.  Seems that the operator failed to fill in the "hours worked" value and got the error message.  Filled in the hours and send the response.  But when the error message pops up, the file attachments are dropped, and the ticket went out without the attachment.  It requires the attachments be added again after the message.

[Sparky]

Further testing and I found the answer.  Seems that the operator failed to fill in the "hours worked" value and got the error message.  Filled in the hours and send the response.  But when the error message pops up, the file attachments are dropped, and the ticket went out without the attachment.  It requires the attachments be added again after the message.

I believe that's a function of the browser.  The selection of the file is client-side (browser)... the uploading of the file is server-side (TTX).  Unless the page reloads after an error, which it shouldn't, the files should stay selected.  Try a different browser and see if the result is the same.

Correction:  To display the error message, the page reloads wiping out the list of selected files... I don't see a good solution or workaround other than a complete rewrite of the TTX HTML to include AJAX (jQuery, etc.) to prevent unnecessary page reloads.