Attachment not visible when creating A new ticket

Hi @amitgupta80,

For your first issue, please try to deactivate your plugins one by one, switch to a default WP theme temporarily and check if the issue disappears.

For your second issue, you would need to check if the issue is if the emails are being generated or sent. Here is the documentation for outgoing emails troubleshooting:

– https://getawesomesupport.com/documentation/awesome-support/email-notifications/

Regards.

Hi @yeisonbp,

Appreciate your prompt response.

1) I have done all as suggested by you. I have also done a fresh install of WP with just the Awesome support plugin active. But I am still unable to see the attachment tab in the New ticket window (when creating a new ticket).

2) emails are being sent when a ticket is edited/replied. But not sent to an agent when a new ticket is generated. (Checking on the documentation that you shared)

Regards,
Amit

Hi @amitgupta80,

Thanks, Regarding the file upload, some other clients that reported this and see that message when trying to upload tried this solution in case you might need to use this:

Go to the php.ini file and delete the initial comma from the following line:

;extension=php_fileinfo.dll
If you are using Apache or another web server you will have to restart it to reload the configuration. If you are using the script by command line it is already reloaded when you rerun the script.

Also, try to check that you have the latest PHP version. Another client with the same issue reported that the issue got solved when updating it.

Regards.

Hi @yeisonbp,

Thanks for getting back. I am unable to find php.ini file. Would you kindly help me know where I can locate the file?

I have the latest PHP version.

M.Thanks

Regards,
Amit

Hi @amitgupta80,

This guide might help you to find where the php.ini file:

https://betterstudio.com/blog/where-is-php-ini/#:~:text=Open%20File%20Manager-,Php.,located%20in%20the%20Root%20directory

Let me know if this works.

Regards.

Hi,

I will mark this topic as solved, but if you need more assistance, you can open a new one.

Regards.

Hi @yeisonbp

Apologies, could not get back to you sooner. I had made the above changes as advised by you in the php.ini file, but still, I am unable to see the attachment section when a new ticket is created.

Pls. advise.

Thanks & Regards,
Amit