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Cannot attach certain files to a ticket in Service Desk - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>Problem : </strong>When I tried to attach some files to a Service Desk Ticket I get the following error: </p> <p><img src="/attachments/token/KTmDPwno5EBK6putEGqIYM5nf/?name=2014-12-17_1149.png" alt="2014-12-17_1149.png" class="embedImage-img importedEmbed-img"></img></p> <p><strong>Cause: </strong>File extension is not whitelisted in the System > Server Management> attachment upload whitelist tab.</p> <p> </p> <p><strong>Solution</strong></p> <ul><li><strong>On-Premise Customers</strong></li> </ul><p>All file types must be pre-approved before they can be attached to tickets. By default, several file extensions are not pre-approved. Please whitelist the desired file extensions using the following steps below ;</p> <ol><li>Go to System tab > Default Settings page</li> <li> Click on the "Attachment Upload Whitelist" tab </li> <li>Click "New"</li> <li> In the "File Type" text box, simply enter the file that you want to whitelist </li> <li>In the "Description" text box, enter the description of your choice</li> <li>Click "Save"</li> </ol><p>Please note that the Default column will say "No" because it is not a default setting that came with the system.</p> <ul><li><strong> SaaS Customers </strong><br></li> </ul><p>Due to our SaaS Security Policies , we do not allow certain file extensions. The workaround is to change or rename the file extension , example .bmp to .jpg </p> <p> </p> <p><strong>Applies to </strong></p> <p>VSA 9.4 and 9.5 </p> </article> </main>