Attaching Video through email handler

Question

Team - Whenever I tried to create a ticket using email handler with .jpg or .xls file as attachments , there seems to be no issues in creating . But when I tried to create a ticket using email handler with video file (.mov less than 20 MB) as attachment, the ticket is creating in JIRA. But the video file is not get attached. Instead, it just adding a comment as shown below.

Version: Jira Server 7.13 and my attachment size limit is 200MB

Trudy P Claspill · Answer

@Daniel Ebers

They are using JIRA Cloud, not JIRA Server.

Trudy P Claspill · Answer

I can't think of anything else to check. I recommend you open a support case directly with Atlassian Support to investigate this.

Daniel Ebers · Answer

Hi @Gokul Pradheep have you already had a look into Server logfiles like /logs/atlassian-jira.log and /logs/atlassian-jira-incoming-mail.log to see if there is a more understandable error message logged? Is the problem strictly existant to MOV (video files) or, let's say, it is also happening for huge spreadsheets and other files. The other way around: are small video files of some kilobytes or few megabytes attached correctly? Regards, Daniel