07-11-2019 08:30 PM - edited 06-05-2024 09:10 AM
In the helpdesk module, tickets can contain images and other attachments. Attachments can come from emails that were imported as tickets or can be added through the web console.
Attachments are stored in a folder on your Lansweeper server, not in your database. If a ticket comes in via email, its attachments are processed by the scanning server that is configured as your helpdesk mail server. If a ticket is created or viewed via the web console, its attachments are processed by your web server service, which is either IIS or IIS Express. In other words, both the Lansweeper and web server service need to be able to access the folder that stores your ticket attachments.
If your Lansweeper and web server service are hosted on the same machine, both services automatically have access to your attachment folder and you don't need to do anything to ensure correct functioning of attachments. If your Lansweeper and web server service are hosted on different machines though, both services do not automatically have access and ticket attachments can by default fail to load or return errors. With your services spread across different machines, you need to manually share the attachment folder on your web server, to ensure the scanning server can access it. The connection details of the shared folder must be submitted in Lansweeper as well.
Program Files (x86)\Lansweeper\Website\helpdesk
.Program Files (x86)\Lansweeper\Website\helpdesk\files
folder specifically on the machine hosting your web console.Go to the scanning server you are using as your helpdesk mail server. If there are files in the Program Files (x86)\Lansweeper\Website\helpdesk\files
folder of this scanning server, move them to the same folder on your web console server. If you have multiple scanning servers, you can verify which one is configured as your helpdesk mail server by browsing to Configuration > E-mail Settings in the web console and reviewing the E-mail settings section.
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