Attachments from Direct Emails

[Brandy Richbourg]

We have JSM set up to where an email is sent directly to JSM to create a ticket rather than through the portal. However, attachments send directly through email are not coming up when the ticket is created. I've gone through multiple articles and steps but I still can't get them to attach. I'm wondering if attachments are only possible if emails are sent through the portal?

[Marc - Devoteam]

Hi @Brandy Richbourg 

Are you using the default provided email address from Atlassian or have you connected another email address?

If the email inbox is in Office 365, it might be because an attachment on the request is larger than 2MB, see resolve-email-channel-problems-in-jira-service-management-cloud

[Brandy Richbourg]

They both receive requests but the support email at the bottom will show the attachments in the ticket, but the top won't

[Marc - Devoteam]

Hi @Brandy Richbourg 

Are you using the default provided email address from Atlassian or have you connected another email address?

If the email inbox is in Office 365, it might be because an attachment on the request is larger than 2MB, see resolve-email-channel-problems-in-jira-service-management-cloud

[Brandy Richbourg]

The attachments are small- 249kb

[Marc - Devoteam]

HI @Brandy Richbourg 

I know it mentions, 2mb, but it seems related to Office 365 mailboxes only

I don't have 365 so I can't test this further.