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Not able to upload excel or word documents - Update - Issue Identified and corrected

Barry Radeka

We are trying to set up our new service desk and want our customers to be able to upload excel and word documents as attachment to their tickets but it doesn't seem to be working. We don't have any issues with PDF, TXT or Jpeg, any ideas as to what we are missing?

Accepted answers

Angélica Luz

Hello Barry,

Welcome to Atlassian Community!

Just for a better understanding of the issue and also for us to test here, we need more details about the issue you are facing.

Is it showing any error when uploading the files?

Is it happening when the issue is created using the attachment field on the form or adding the attachment after the ticket is created (as a comment)?

Testing here, I was able to add .xlsx and .docx on both cases using the customer portal.

Screen Shot 2020-06-03 at 16.33.14.png

Screen Shot 2020-06-03 at 16.33.37.png

Please, share with us any message that appears when adding the files. If possible, send us a screenshot of the issue.

Regards,
Angélica

All comments

Angélica Luz

Hello Barry,

Welcome to Atlassian Community!

Just for a better understanding of the issue and also for us to test here, we need more details about the issue you are facing.

Is it showing any error when uploading the files?

Is it happening when the issue is created using the attachment field on the form or adding the attachment after the ticket is created (as a comment)?

Testing here, I was able to add .xlsx and .docx on both cases using the customer portal.

Screen Shot 2020-06-03 at 16.33.14.png

Screen Shot 2020-06-03 at 16.33.37.png

Please, share with us any message that appears when adding the files. If possible, send us a screenshot of the issue.

Regards,
Angélica

Barry Radeka

Thanks Agelica for the assist. We did a little more troubleshooting and it works off our corporate domain so either our HQ has a firewall rule or content blocker rule that we have to have modified. Thanks Again!

Abdelrahman Barakat

i have the same issue, the PDFs and the CSVs are working fine but the .XLSX is not working as attached screenshot, hope you can help. Screenshot 2025-02-20 175240.png

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