Ticket Attachments

The Attachments tab on a ticket lets authorized users upload, download, and remove files. Attachments are scoped to both the current Lesli account and the ticket; knowing an attachment ID does not provide access across accounts.

LesliSupport stores attachment ownership and labels in lesli_support_items_attachments. The file itself and its technical metadata are managed by Rails Active Storage.

Setup

The host application, rather than Lesli Core or an individual engine, owns the Active Storage infrastructure. It must contain these shared tables:

If the host does not already use Active Storage, install its migration once:

bin/rails active_storage:install
bin/rails db:migrate

The Lesli-specific lesli_support_items_attachments table does not replace these Rails tables. bin/rails lesli:db:prepare can apply a generated Active Storage migration, but it does not run active_storage:install or create that migration. Do not install separate Active Storage tables for each Lesli engine.

Development and test environments can use the disk service. AWS S3 and Cloudflare R2 use the Active Storage S3 adapter and require aws-sdk-s3 in the host application.

Supported Files

The default maximum size is 25 MB. The first implementation accepts common images, PDF, plain text, CSV, ZIP, and Microsoft Office formats. An engine can override lesli_attachment_max_file_size or lesli_attachment_content_types on its concrete attachment model.

Files are private by default. Downloads pass through the authenticated Lesli endpoint, which verifies account ownership before generating a five-minute service URL. Provider URLs and credentials are never persisted in the LesliSupport attachment table.

Storage Services

Select the service in the host application's environment configuration:

config.active_storage.service = ENV.fetch("ACTIVE_STORAGE_SERVICE", "local").to_sym

Set ACTIVE_STORAGE_SERVICE=amazon or ACTIVE_STORAGE_SERVICE=cloudflare in production after defining that service in config/storage.yml. If production uses local, mount the Rails storage directory on persistent storage; container-local files are lost when a container is replaced.

An S3-compatible configuration for Cloudflare R2 looks like:

cloudflare:
  service: S3
  access_key_id: <%= ENV.fetch("R2_ACCESS_KEY_ID") %>
  secret_access_key: <%= ENV.fetch("R2_SECRET_ACCESS_KEY") %>
  region: auto
  bucket: <%= ENV.fetch("R2_BUCKET") %>
  endpoint: <%= ENV.fetch("R2_ENDPOINT") %>
  force_path_style: true

The initial implementation sends uploads through Rails. Browser-to-storage direct uploads and upload progress can be added without changing the attachment domain model.