Handling of attachments, unwanted and otherwise, in help desk project tickets
In my evaluation of YouTrack as a new help desk system, I have realized that there is no capability to selectively delete unwanted attachments from incoming reporter messages. I mean such attachments as the pointless social media icons so many people include in their signatures.
It appears there is, by design, no capability whatsoever either of manually or automatically deleting such unwanted attachments. While attachments on regular projects can be deleted, those on help desk tickets cannot.
Is this really the case, and there will be no such capability in the near future? If not, then my evaluation of YouTrack for this application will most likely come to an abrupt end (unfortunately!).
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Hi G. K.,
I'm Sergey from the YouTrack Team. Thanks for reaching out!
The inability to delete individual attachments in helpdesk tickets is intentional. This design ensures transparency in communications with external users by maintaining a complete record of all interactions.
Currently, you have two options:
We may reconsider this in the future. We're evaluating whether to restore the ability to delete individual files or even restrict deleting all attachments at once (as discussed in JT-85662), but there are no concrete plans at this time.
Hm, that does present a big problem. I have customers who have ten or more pointless icons in their e-mail signature, and this means every time they reply they'll clutter up the issue and the attachments storage, without any way to get rid of them.
I had even hoped the product itself would be able to help identify pointless icons (social media, etc.) and logos, and suggest them for deletion.