This article provides step-by-step procedure for attaching files to a support ticket.
Step 1 - Open the DataStax Support ticket you want to update.
Step 2 - Navigate to the end of the ticket and click on the text box marked "Add to conversation":
Step 3 - Drag the file or files that you want to attach to the ticket to the section marked "Drag files here...":
TIP: You can optionally click the image in the file browser and select the file or files to attach to the ticket.
Step 4 - Confirm that the file is uploading as shown in this example:
Step 5 - At some point, the progress bar indicates 100%, but it's not ready yet. Be patient and wait for it to complete.
Step 6 - After the file is marked "Completed" you can hit the Submit button to attach it to the ticket.
NOTE - In some instances, the Submit button might be greyed out instead of being blue. Simply click on the text box again as in step 2 to activate the button then hit Submit.
Security workaround for .tar, .zip, and .gz files
A small number of customers have reported that security protocols in their organization block transfers of certain files such as:
- Linux tarball with filename ending in
- zipped files with filenames ending in
As a workaround, rename the files to have a different suffix before uploading it in step 3. For example:
$ mv diagnostics.tar.gz diagnostics.override
To let us know that you've renamed the file, add a comment in the text box.
KB article - FAQ - How to attach large files to a Support ticket