Processing of .eml attachments

Question

Hello everyone,

I would like to understand how the .eml attachment is processed when creating an issue via mail.

One of our customer created an issue via mail and attached an .eml file. In the issue, the content of the file was parsed into the description. The attachment itself was gone.

I tried to reproduce it and also created an issue via mail and an .eml file attached. But whenever I do it, the file will just be attached to the issue.

So, why are there different behaviors when using .eml files?

Cheers,
Leon

Leon Schmidt_5r9si8 · Answer

Hi @Michael Lorkowski ,

we are using Jira Service Management for our projects. As far as I can tell, the 'problem' can occur in all of our Service Management projects.

We don't have any insight in what our customers are using as a system.

For now, we stopped looking into it, because it is not happening very often. But if I possibly find something useful, I'll let you know.

Cheers,
Leon

Michael Lorkowski · Answer

Hi Leon @Leon Schmidt ,

what's your projecttype? Jira Service Managemanet? What's the projecttype from your customer?

I've same problems, but not in every project. In Project "A" i got the ".eml" in project "B" the ending .eml is missing. I tried it with the same mail, same attachement, no differences. But i have a difference in the projects. Project "A" is a Service management Project. Maybe that's an approach.

Michael

Leon Schmidt_5r9si8 · Answer

Hi @Brant Schroeder, Thank you for your time. I can't tell what software our customers are using. Probably all kind of software or directly via web-browser. 
But I can view the original E-Mail and that's why I was asking this question. Because the send E-Mail has an .eml attachment attached and when you open the same mail in Jira the .eml content is directly added into the description field.

I also think the normal behaviour should just be always attached. Let's hope it was just a once in a time thing.