Done

File attachments are lost when sending to an agent running on a remote machine

From tiago.guimaraesDone 1 day agovia public-page

When an agent runs on another machine, files attached to a message never reach it. The agent gets only the attachment placeholder, not the file.

Steps to reproduce:

Start an agent on a remote machine.
Attach a file to a message, for example a screenshot.
Send the message.

Expected result: The agent receives the file and can open it, the same way it does when it runs on the local machine.

Actual result: The agent receives only the placeholder text "File #2". The file itself never arrives, so the agent can't see the screenshot or any other attachment.

Impact: Remote agents can't get screenshots, logs or any other file. The only workaround is to copy the file to the remote machine by hand and give the agent its path.

Suggestion: Before the message is delivered, upload the attachment to the remote machine, for example, into the agent's working directory or a temp folder. Then replace the placeholder with the file's path on that machine. If the upload fails, show an error to the sender instead of delivering a placeholder the agent can't use.

Replies

The team1 day ago

This will be available in the next version. The cause: a file that cannot travel to another machine (larger than 8 MB, which a full-screen Retina screenshot can be, or unreadable) was dropped without any warning, and the message still went out with only "File #2". Now nothing is sent in that case: your message and its files come back in the input box with a note naming the file and the reason. If you still see "File #2" with a smaller file after updating both computers, please reopen this ticket with as much detail as possible (a screenshot or video helps a lot).

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