Ability to attach files to a 'Problem Report'

LegacyUser

Gale French said: add the ability to attach screenshots, images and/or videos to a 'Problem' report. Right now I can only attach to an e-Mail report.

LegacyUser

Robert Wren said: Gale, If you are referring to a 'Problem Report' submitting as a "Case" (found thru the 'Help" link "My Cases" (top right corner of most pages) - The report itself allows for attachments:

LegacyUser

Gale French said: NO - I mean Feedback (at the bottom of the page) and then Problem radio button. No way to attach files.

LegacyUser

Jeff Wiseman said: Robert,

If things are the same as the last time I used it, If you go to the "Feedback" link at the bottom of most pages, and then select "Problem", YOU CANNOT ATTACH ANYTHING.

Seems to me that I mades a posting on this quite a ways back. It looks like it is still unchanged. Another issue is that you cannot even create a new problem report from the "My Cases" page itself!

Gale,

What this forces you to do is to go ahead and create the Case from the Feedback/Problem page. After you've created it, then go into the Help/My Cases and reopen your new case. From there you can then add additional information including images, videos and documents up to 5MB as shown in the image Robert provided above

LegacyUser

Gale French said: Well then why even bother with Feedback/Problem if you have to go back to Case?!?!

It's not like the code is not already written; re-use it!

LegacyUser

Robert Wren said: Gale, my apologies, I didn't notice you haven't posted in this forum for quite some time.
Jeff & I are both simply fellow users, not FS workers. Just offering advice as HOW to use the FSTree..

Perhaps an employee will be able to join in with the "why" explanation.

LegacyUser

Jeff Wiseman said: Yea, I griped about this probably 2 years ago and it appears nothing ever happened. It really doesn't make a lot of sense to prevent a person from attaching images on the initial entry of a problem.

So now I just create the case and put text in it that says something like "I will put my description of this problem in an attachment with some diagrams because it is impossible to add attachments in the initial case description".

That way they can't do anything until all of my case information has been entered.

LegacyUser

Tom Huber said: This has been the situation for a very long time (more than three or four years). I simply accept it for what it is and open the case vie Feedback/problem, then find the new case and finish attaching the files, et al, that support will need to properly troubleshoot the case.

I don't know when (if ever) FamilySearch will get around to improving the Feedback/problem route.

There is another route that will allow you to attach files when you send the problem to support -- it is on the Contact Us page at the bottom of the left-hand column:

LegacyUser

Jeff Wiseman said: Oh yea, I had forgotten about that entry point as well.

Tom do you know whether or not when you send a message in via that page, is the full message and attachments automatically put into a new case?

I know that when you call help line, they essentially copy everything that you are talking to them about into a new case number. Since they don't always get it right (especially if they don't quite understand your issue) I have found it far more efficient to just enter all the data myself in the Feedback/Problem window, following up in the My Cases window. But do the messages from the Contact Us page automatically create a case, or is someone in between the message and the case being created interpreting how the message should be recorded in the case?

LegacyUser

Tom Huber said: Heh. To be honest, I've never used the "contact us" system. It is a lot easier to just do as you've done -- set up the initial case and then go back in to the case and add whatever I could not initially put in.

Something that FamilySearch should possibly consider is to use the contact us code for reporting problem cases. That way, attachments could be made. But... I don't know if the code differs between the two... The feedback/problem area could be a function of the case management system being used...

LegacyUser

Jeff Wiseman said: I had suggested that exact same thing--2 years ago :-)