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Upload a ticket attachment

Attach evidence to a help ticket by first uploading the authenticated file to POST /api/app/files. The application receives a FileMeta.id and associates it with the ticket or message when it sends attachment_file_ids.

In this article

This flow is used when a user needs to add images or documents to a help ticket, or when support replies to a conversation with an associated file.

Upload and association are two separate steps: POST /api/app/files stores the file and returns FileMeta; the ticket or message is only linked when the form is sent with attachment_file_ids.

Before you start

  • Sign in to the application with an authenticated account.
  • Have the file service and the filestore configured in the installation.
  • Use files accepted by the reports interface: images, PDF, Word or plain text.
  • Keep each file below 10 MB and do not exceed 5 attachments per ticket or message.
  • To reply from support, use an account with the user-reports:manage permission.

Instructions

  1. 1.

    Open the help surface

    To create a ticket, enter /my-reports/new and locate the Attachments section. To reply to an existing case, open /my-reports/{reportId}; support uses /support-requests/{reportId?} from an authorised account.

  2. 2.

    Select the file

    Press Select files or the attach button and choose the document or media. The screen adds the file to the list and temporarily marks it as uploading.

  3. 3.

    Wait for the upload to finish

    The application sends the file to POST /api/app/files and stores the FileMeta.id when the API responds. Do not send the ticket or the reply while any attachment is still uploading or in error.

  4. 4.

    Send the ticket or the reply

    Complete the mandatory fields and submit the form. The screen sends only the ids of uploaded files in attachment_file_ids; it does not send inline binaries when creating the ticket or replying.

  5. 5.

    Review the associated attachments

    After sending, the ticket detail shows the attachments as file metadata. If you removed an attachment before sending, that file is not associated with the ticket or message.

Validations and limits

  • POST /api/app/files requires an authenticated session and a valid user_id.
  • In multipart, the required field is file; if it is missing, the API returns a validation error for file.
  • The UI limits to 5 attachments and 10 MB per file, and accepts images, PDF, Word and text/plain.
  • The backend validates attachment_file_ids when associating them: it trims empty ids, removes duplicates, rejects more than 5 and requires each file_id to exist.
  • To create a ticket, description must be at least 10 characters long and type must be bug, improvement or other; to reply, body is mandatory.
  • If svc.Files or the filestore are not configured, the upload is not available.

Expected result

The ticket or message is associated with the FileMeta.id values sent in attachment_file_ids, and the detail hydrates those ids as visible attachments. The isolated upload only stores the file; it does not modify the ticket by itself.

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