Unable to drag files to attach them?

Hi all,
Users are complaining that they can’t drag/drop files to attach them to
tickets. I can’t see the screen, so don’t use a mouse, so can’t test this
first-hand. Are there browsers or other variables that are known to stop
this functionality, or did I disable something I shouldn’t have? Thanks.

Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Hi all,
Users are complaining that they can’t drag/drop files to attach them to tickets. I can’t see the screen, so don’t use a mouse, so can’t test this first-hand. Are there browsers or other variables that are known to stop this functionality, or did I disable something I shouldn’t have? Thanks.

I can say that I’ve never dragged and dropped a file onto a ticket to attach it. It sounds like users might just be used to sites like imgur and the like who let you do this because they have scripts that make it possible and they expect it to be possible for RT. They’ll have to click the “Choose File” button while updating a ticket and actually choose the file.

With that said - On Sarfari for macOS you can drag a file to the “Choose File” button and it lights up while you do it but I don’t know if that works on Windows and I don’t know if it’s the same in all browsers.

Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
:e-mail: lstewart@internap.commailto:lstewart@internap.com
:earth_africa: www.internap.comhttp://www.internap.com

I’ll pass this along, thanks. I think the confusion, then, is that the text
says “Drag files here or click to attach”. Odd that it says to drag files
if there’s no JS to support that feature. I’ll see about changing the text
in the html so users don’t expect this option.On Tue, Nov 8, 2016 at 2:51 PM, Landon Stewart lstewart@internap.com wrote:

On Nov 8, 2016, at 10:39 AM, Alex Hall ahall@autodist.com wrote:

Hi all,
Users are complaining that they can’t drag/drop files to attach them to
tickets. I can’t see the screen, so don’t use a mouse, so can’t test this
first-hand. Are there browsers or other variables that are known to stop
this functionality, or did I disable something I shouldn’t have? Thanks.

I can say that I’ve never dragged and dropped a file onto a ticket to
attach it. It sounds like users might just be used to sites like imgur and
the like who let you do this because they have scripts that make it
possible and they expect it to be possible for RT. They’ll have to click
the “Choose File” button while updating a ticket and actually choose the
file.

With that said - On Sarfari for macOS you can drag a file to the “Choose
File” button and it lights up while you do it but I don’t know if that
works on Windows and I don’t know if it’s the same in all browsers.


Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
:e-mail: lstewart@internap.com
:earth_africa: www.internap.com

Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Hi Landon, Alex,> On Nov 8, 2016, at 14:51, Landon Stewart lstewart@internap.com wrote:

On Nov 8, 2016, at 10:39 AM, Alex Hall <ahall@autodist.com mailto:ahall@autodist.com> wrote:

Hi all,
Users are complaining that they can’t drag/drop files to attach them to tickets. I can’t see the screen, so don’t use a mouse, so can’t test this first-hand. Are there browsers or other variables that are known to stop this functionality, or did I disable something I shouldn’t have? Thanks.

I can say that I’ve never dragged and dropped a file onto a ticket to attach it. It sounds like users might just be used to sites like imgur and the like who let you do this because they have scripts that make it possible and they expect it to be possible for RT. They’ll have to click the “Choose File” button while updating a ticket and actually choose the file.

In RT 4.4, we did add support for dragging and dropping attachments onto tickets. We have a quick demo of this feature in action at https://www.youtube.com/watch?v=aBwYK1a8W7U#t=1m23s https://www.youtube.com/watch?v=aBwYK1a8W7U#t=1m23s and described on our blog at https://bestpractical.com/blog/2015/12/whats-new-in-44-improved-attachment-handling https://bestpractical.com/blog/2015/12/whats-new-in-44-improved-attachment-handling

Unfortunately, Alex, it’s not clear to me why it would be broken for your users. If you can provide any more information about what your users are experiencing as well as which browsers they’re trying it in, we may be able to pinpoint a cause.

Best,
Shawn

Thanks for the clarification. After talking with more users, it looks like
some hadn’t tried it since the 4.4.1 update but still assumed it was
broken, while others were dropping into the message field and not the drop
target. Still others were dragging images from websites, and thinking RT
wasn’t working when the images failed to copy over. I think this one is
resolved, and sorry for the false alarm.On Tue, Nov 8, 2016 at 4:10 PM, Shawn M Moore shawn@bestpractical.com wrote:

Hi Landon, Alex,

On Nov 8, 2016, at 14:51, Landon Stewart lstewart@internap.com wrote:
On Nov 8, 2016, at 10:39 AM, Alex Hall ahall@autodist.com wrote:

Hi all,
Users are complaining that they can’t drag/drop files to attach them to
tickets. I can’t see the screen, so don’t use a mouse, so can’t test this
first-hand. Are there browsers or other variables that are known to stop
this functionality, or did I disable something I shouldn’t have? Thanks.

I can say that I’ve never dragged and dropped a file onto a ticket to
attach it. It sounds like users might just be used to sites like imgur and
the like who let you do this because they have scripts that make it
possible and they expect it to be possible for RT. They’ll have to click
the “Choose File” button while updating a ticket and actually choose the
file.

In RT 4.4, we did add support for dragging and dropping attachments onto
tickets. We have a quick demo of this feature in action at
https://www.youtube.com/watch?v=aBwYK1a8W7U#t=1m23s and described on our
blog at https://bestpractical.com/blog/2015/12/whats-new-in-44-
improved-attachment-handling

Unfortunately, Alex, it’s not clear to me why it would be broken for your
users. If you can provide any more information about what your users are
experiencing as well as which browsers they’re trying it in, we may be able
to pinpoint a cause.

Best,
Shawn

Alex Hall
Automatic Distributors, IT department
ahall@autodist.com