Mailing List Archive

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.

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 ®
📧 lstewart@internap.com<mailto:lstewart@internap.com>
🌍 www.internap.com<http://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 ®
> 📧 lstewart@internap.com
> 🌍 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