Issue in attachment

Resolved albawani
(@albawani)

5 years, 3 months ago

Hi, I have the following issue, I partially believe that issue coming from permission because I have 2 users. One working and one Not
see the picture: https://www.screenpresso.com/=n2KSc
I delete the user who has the issue and it’s not fixed.
could you please help?

Viewing 5 replies - 1 through 5 (of 5 total)

Plugin Author Yeison Baron
(@yeisonbp)

5 years, 3 months ago

Hi @albawani,

are they accessing to the same ticket? Also, are you using additional roles for those accounts? Plus, let’s check if you are running in a conflict with a plugin or theme. Please switch to a default theme temporarily and deactivate your plugins one by one until the issue disappears. The last one in deactivating is the one conflicting.

Regards.

Thread Starter albawani
(@albawani)

5 years, 3 months ago

both users have the same role
both users opening the same ticket
both users are not assigned to the same ticket

Plugin Author Yeison Baron
(@yeisonbp)

5 years, 3 months ago

Hi @albawani,

Let’s see if there might be a conflict with a plugin or theme that causes the user not see attachments. Please switch to a default theme temporarily and deactivate your plugins one by one until the issue disappears. The last one in deactivating is the one conflicting.

You can also share us the error message in the debug.log file to see if there are messages there:

– https://wordpress.org/support/article/debugging-in-wordpress/

Also, check these settings for attachments in Awesome Support. Changes will only apply to upcoming tickets and not for existing tickets.

– https://getawesomesupport.com/documentation/awesome-support/admin-file-upload-options/

Regards.

Plugin Author Yeison Baron
(@yeisonbp)

5 years, 2 months ago

Hi,

I will mark this topic as solved, but if the issue continues after having followed these steps, please let me know.

Regards.
Thread Starter albawani
(@albawani)

5 years ago
Hi @yeisonbp

I discover the issue exactly:
If any user opens a ticket then the support agent can’t see the attachment.
If a support agent opens a ticket for a test then he can see his attachment.
If a support agent opens a ticket for a test then the other support agents can’t see his attachment.
In the fornt-end ticket: the attachments are shown perfectly and there is no issue at all. the problem only when viewing the ticket from backend

https://www.screenpresso.com/=WAxod
https://www.screenpresso.com/=PQbWe

I believe it’s a security issue and not related to user roles, it’s related to attachment field permissions
there is an error log at all since it’s a permission conflict. is there any place I can say: support agents has the right to see all attachments?
- This reply was modified 5 years ago by albawani.
- This reply was modified 5 years ago by albawani.

Viewing 5 replies - 1 through 5 (of 5 total)

The topic ‘Issue in attachment’ is closed to new replies.