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Attaching a file to a fault ticket

Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Attaching a file to a fault ticket

As I currently have a fault ticket running I have recent experience of the following
If you have written a response then try to attach a file everything is OK unless the file type is not accepted. Then not only does it reject the file it also rejects the response so you have to type it in again (I had copied the text before sending - just in case  Sad )
This really isn't good.
There is another problem - it states that you can upload a spreadsheet file but it won't accept an xls file (Excel 2003 in this case)
I haven't tried to see whether it will accept a csv file but that isn't really the same thing as it loses all the formatting.
14 REPLIES
Community Veteran
Posts: 5,472
Thanks: 292
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Registered: ‎11-08-2007

Re: Attaching a file to a fault ticket

I have had that issue a few times now.
What I do is compose my "question" in a plain text editor,
save a copy (just in case something goes wrong, or the ticket vanishes),
and then I paste the whole text into the ticketing form and then submit.
I used to do the same (a while back) on this forum - when there were a spate of entries that 'vanished'.
mikko
Grafter
Posts: 288
Registered: ‎30-07-2007

Re: Attaching a file to a fault ticket

If I remember rightly, I could only attach 1 file to my question. Had to combine several images into 1 and called it 'collage'. I converted an xls file into a pdf on another question.
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Razer
Grafter
Posts: 1,398
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Registered: ‎17-11-2012

Re: Attaching a file to a fault ticket

I don't see what the problem is. Simply put whatever you need to send into a zip file.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Attaching a file to a fault ticket

Very simply - the instructions say you can attach a spreadsheet file but you can't
Razer
Grafter
Posts: 1,398
Thanks: 6
Registered: ‎17-11-2012

Re: Attaching a file to a fault ticket

No, I was talking about the poster above me, Jim. I would have quoted him, but, you know ... lol
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Attaching a file to a fault ticket

Lips are sealed
mikko
Grafter
Posts: 288
Registered: ‎30-07-2007

Re: Attaching a file to a fault ticket

The advisory note says "You can attach images, text files, pdfs and spreadsheets" so I assumed zip files were not included.
Plusnet Help Team
Plusnet Help Team
Posts: 13,628
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: Attaching a file to a fault ticket

Thanks for the feedback,
I'm going to try and find out definitively what formats can be attached and see if we can do anything about the response being removed if the attachment is not accepted (for one that would have me swearing at my monitor Smiley )
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 19,102
Thanks: 443
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Registered: ‎31-08-2007

Re: Attaching a file to a fault ticket

Seems like the answer to this takes as long as the time taken for some ticket responses judging by reports on this forum  Roll eyes
Plusnet Help Team
Plusnet Help Team
Posts: 13,628
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: Attaching a file to a fault ticket

It's got nothing to do with it Anotherone.
I've obviously let slip on this but I'll aim to find out ASAP.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 19,102
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Registered: ‎31-08-2007

Re: Attaching a file to a fault ticket

I won't ask about ticket responses then  Lips are sealed
Plusnet Help Team
Plusnet Help Team
Posts: 13,628
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Fixes: 76
Registered: ‎27-04-2007

Re: Attaching a file to a fault ticket

Just replying back to show I've not forgotten about this thread. It's taking a while to find a definitive list, I don't know when I'll be able to get this info but I'll reply back when I have.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Attaching a file to a fault ticket

Just to let you know it's not forgotten  Wink Wink
Plusnet Help Team
Plusnet Help Team
Posts: 13,628
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: Attaching a file to a fault ticket

I've raised 75667 particularly detailing that we need to fix/warn about the text being blanked off if an attachment fails, to get a definitive list of acceptable formats listed and check if there's anything stopping older Excell formats.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team