User cannot upload an attachment

  • Resolved kateeba

    (@kateeba)


    3 months, 2 weeks ago

    Hi,

    In our installation (latest) it is currently not possible for users (our customers) to send file attachments in the ticket. It is only possible as an administrator. Is this a setting issue or where is the error?

    There is also no error message. The upload takes place, but it is not sent.

    Thanks. lg

Viewing 8 replies - 1 through 8 (of 8 total)

  • We have the same problem, hope this helps the author to fix it in the next release

    The error seems to be related to the line 21 on the file wp-content/plugins/awesome-support/assets/admin/js/admin-ajax-upload.js

    ticket_id = (  $('#post_ID').length ) ? $('#post_ID').val() : $(this).data('ticket-id');

    ticket_id (post_ID) is undefined and later search for the file in a wrong folder.

    Unfortunately, technical support has been silent here for 3 weeks. This error has been known for over a month. I want to note that I rated 5/5 this plugin after its first installation…

    Thread Starter kateeba

    (@kateeba)

    It is a great pity that there is no answer here.

    Plugin Author Jawad Ahmed

    (@jawada)

    Hi @kateeba ,

    We apologise for the inconvenience. An updated fixed version is ready; however, it is in the testing phase and will be released in the next few days. In the meantime, we recommend using an older version 6.1.11 of the plugin.

    Please follow these steps to download it:

    1. Visit the provided link.
    2. Scroll down to “Advanced Option.”
    3. Under “Please select a specific version to download,” click on the dropdown menu and choose the version you wish to download.
    4. Please backup your site.
    5. Upload this version to your WordPress site and replace the existing plugin.

    This workaround should address the issue temporarily. We expect to release a permanent fix in the next version of the plugin.

    Thank you for your patience and understanding.

    Best regards

    We have the same issue.

    Any idea when the update will take place @jawada ?

    Plugin Author Jawad Ahmed

    (@jawada)

    Hi @stefanpieter

    We are expecting the release coming week.

    Best Regards

    @jawada it seem like the release is behind schedule.
    We will need to consider alternative workflows based on the release date. Do you have an indication when the update will be available?

    Plugin Author Jawad Ahmed

    (@jawada)

    Hi @stefanpieter

    We recently updated the plugin to Version 4.3.3, which addresses the issue you experienced. Additionally, the new version includes a feature for handling multiple files. Please update to this version at your earliest convenience.

    If the issue persits, or you have any further questions, please let us know.

    Best regards,

Viewing 8 replies - 1 through 8 (of 8 total)
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