Unable Drag and Drop Some Attachements

Question

We have had this issue from the start and we thought or think it may be within our network but wanted to check to see if anyone else is having issues. Currently we are unable to Drag & Drop .XLSX, .DOCX, .PPTX (Microsoft Office) but are able to upload .CSV, .PDF, and Image files of all sorts. We are using Service Management Cloud so I would assume that this is not a setting that needs to be changed by us.

Any help or ideas would be appreciated.

Thanks!

Saurabh Gupta_397jdp · Answer

One issue could be create/edit/your screen not having attachments field.

Barry Radeka · Answer

We found that it was on our network side. But to clarify the error we were getting an Upload Failed error on all specified document types. In the portal for any ticket that had a drag and drop area. And in Jira. All Users. All Browsers.

Found out that our internet security software didn't have the correct settings for the Jira site (api.media.atlassian.com) to allow those files to upload. I sort of figured it was on our network seeing PDFs could be loaded.

Thanks for the assist

Ste Wright · Answer

Hi @Barry Radeka

Can you clarify:

* What error is received when you try to drag/drop those file types?
* Is this in the Request Portal, internal Jira, or both?
* Does this happen for all users, or just some?
* Does this happen on all browsers? Also try Incognito Mode, etc

Ste