Allow to attach files when opening a new case
As a customer I would like to be able to attach images, logs and all relevant information on the moment that I create a case. Today when a customer creates a new case he is able only to write text on the Case Form. And only after that he is able to attach files using a new post on the case or on the Attachments tab.
OSIsoft looked into this request but due to limitations with the platform we are using (for the Customer Portal), we are unable to change the current behavior, even with custom code. Unfortunately, the case must first exist in order for attachments to be added to it.
For now, you can upload attachments to cases, but you must first submit the case. After you submit your case, click “View Case” and “Attachments” and upload attachments.
We apologize that we are unable to address this request.
I added some additional information to my original response.
Ignoring customer wishes is seldom a good idea. I'm disappointed!
Just to be clear. The statement made is a workaround, not a solution. Declining this is a terrible decision for user experience.