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Unable to remove attachments

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John Cook Vocal
Super Contributor.

Unable to remove attachments

We have a situation when, although infrequent, users can't remove attachments.
The following error is seen

FTP-error: 550 /attachments/Change/000/000/000/000/000/000/010/004/a9b/f01/7b/00000000-0000-0000-0001-000504d20039: The system cannot find the file specified.
Any thoughts?
My Company use Service Desk 4.5 sp23

Thanks
John
3 REPLIES
Err_1
Acclaimed Contributor.

Re: Unable to remove attachments

Hi John,

A couple of things to check:
1. If you go to your FTP server and go into that path indicated in the error, do you see any document, or just an empty folder?

2. When did this attachment was added to the change? could it be there when you had your application in a service pack lower than 16?

Remember that after SP16 the attachments structure changed, see document ITSM007474 in your SP23 installation bits for more details.

Regards;
Randall Barrantes
SW Support Delivery Manager
John Cook Vocal
Super Contributor.

Re: Unable to remove attachments

Hello Err,

The attachments were added several months ago but we were still using sp23 at the time. I did navigate to the directory mentioned (which had been created that day) and it did contain the right files however deleting them made difference. They still appear in the change record and can't be removed

John
The Pike
Acclaimed Contributor.

Re: Unable to remove attachments

John,

Remember what Service Desk stores in its records are soft links to the physical file location.

If you delete the physical file, the soft link will still be stored in the SD database thus, appearing in the SD record.

Now, since you've deleted the files from the server, you may want to run the 'Check Attachments' feature. This will remove any references in SD records that can't be accessed in the attachments server.

Of course, you want to do this during a maintenance window.