HOW TO - Attach or upload files to a support ticket

Overview

This article provides step-by-step procedure for attaching files to a support ticket.

Procedure

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 .tar
• zipped files with filenames ending in .zip or .gz

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. 

See also

KB article - FAQ - How to attach large files to a Support ticket