attachment issue (354 Views)
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Frequent Advisor
zzgh
Posts: 62
Registered: ‎02-12-2013
Message 1 of 10 (354 Views)
Accepted Solution

attachment issue

Hello,

 

I have an issue when opening an incident. when I try to add an attachment, it's not saved. But it saves on update.

 

Can anyone help?

 

Thank you

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Advisor
fid509
Posts: 15
Registered: ‎05-05-2010
Message 2 of 10 (346 Views)

Re: attachment issue

Do you have the Delay Assigning Incident Number set to active in your IM environment profile? Attachments need the IM number before they can be saved so this option must be set to off. 

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Honored Contributor
Piku
Posts: 3,683
Registered: ‎06-17-2010
Message 3 of 10 (338 Views)

Re: attachment issue

Hi,

As said above if you want to say that when you add attachment while submitting ticket the you have populated the ticket number as attachment are save i SYSATTACHMENTS table with reference to ticket number only.

hth,

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Frequent Advisor
zzgh
Posts: 62
Registered: ‎02-12-2013
Message 4 of 10 (317 Views)

Re: attachment issue

It didn't fix the issue. any other suggestions?

thx
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Honored Contributor
Piku
Posts: 3,683
Registered: ‎06-17-2010
Message 5 of 10 (315 Views)

Re: attachment issue

What did you changed?
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Frequent Advisor
zzgh
Posts: 62
Registered: ‎02-12-2013
Message 6 of 10 (307 Views)

Re: attachment issue

I unchecked Delay Assigning Incident Number
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Honored Contributor
John Stagaman
Posts: 3,155
Registered: ‎07-13-2007
Message 7 of 10 (301 Views)

Re: attachment issue

Did you log out and log back in before testing?

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HP Expert
Maehara
Posts: 221
Registered: ‎10-31-2011
Message 8 of 10 (287 Views)

Re: attachment issue

[ Edited ]

Hello,

> I have an issue when opening an incident. when I try to add an attachment,
> it's not saved. But it saves on update.

What kind error message did you see when you done save?
Which SM version do  you use?
Which client type did you use?
Can you reproduce it with small file or not? Does it depend file size?
Check Max Attachment Size/Total Attachment Size in the general tab if you can save with small attachment.
 System Administration > Base System Configuration > Miscellaneous > System Information Record > General Tab

Regards,

 

Maehara

"HP Support
If you find that this or any post resolves your issue, please be sure to mark it as an accepted solution."
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Frequent Advisor
zzgh
Posts: 62
Registered: ‎02-12-2013
Message 9 of 10 (265 Views)

Re: attachment issue

thx a lot. the issue was fixed

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Occasional Visitor
SilviaFr
Posts: 1
Registered: ‎04-06-2014
Message 10 of 10 (158 Views)

Re: attachment issue

Hi Experts,

 

Please help me on this problem.

I have unchecked the Delay Assigning Incident Number in the environment profile, but it didn't work.

After uncheck, I also have log out and log in but the attachment on the logging phase still not saved until I reattached the file and update the ticket.

 

I used HP SM 9.32 both server and client.

 

Thanks and Regards,

Silvia

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