Outlook message attachment automatically converted to eml format?

Question

Hi,

In our environment, our users submit tickets to Jira using email.

Quite often the email sent to Jira support mailbox, contain attachment that are other Outlook emails (approvals for eg.)

We found that in JSM, these Outlook email attachments are automatically converted to eml format and JSM is unable to upload the outlook attachment (another email)

How to do we solve this issue?

Thank you in advance for any points on how to resolve this issue.

Daniel Bubla · Answer

It´s already quite an old thread so not sure if this still has any use for you, but we had the same issue and after some testing we found the following underlying rules:

Sending a mail to a JSM project for creating a ticket with an .eml - attachment:

* If the attachment name is longer than 69 characters* Ticket gets created
* Attachment does not get uploaded
* Mail Log of JSM project shows no error* We guess this is because JSM Mail Handler performs two actions when creating a ticket with attachments. First Ticket creation and than using comments adding any attachments sent along.
The Mail Log only logs the first action, which is the ticket creation and since this is successful there is no error in the Mail Log.

* If the attachment name is less than 70 characters* Ticket gets created
* Attachment gets uploaded

Sending a mail to a JSM project as an answer to an already existing ticket with an .eml - attachment:

* If the attachment name is longer than 69 characters* Attachment does not get uploaded
* Body of the mail does not get added to the ticket
* Mail Log of JSM shows an "Unexpected Error" occurred

* If the attachment name is less than 70 characters* Attachment gets uploaded
* Body of mail is created as comment

Now we retested the behavior with .jpg and .pdf attachments and even with attachment names greater than 160 characters there were no issues and all attachments were successfully added to the tickets.

We also tested manually uploading .eml attachments with an attachment name longer than 69 characters using the Help Center Portal. This worked without any issues.

Additional and this is another issue in our opinion neither the user nor a project admin gets notified about the failed upload of the attachment.

In the first scenario described above you can´t even use the Mail Log to check manually if there were any issues, as those are also flagged us SUCCESS even if they were not.

In the second scenario described above a project admin has to regularly check the Mail Log if any errors occurred and then contact the reporter of the issue in regards to the attachment.

The scenarios were tested using:

* JSM 5.12.8
* MS Outlook
* German/English attachment names

Brant Schroeder · Answer

@NS The email attachments should work.  I have seen this be an issue when the attachment is saved as 'RE: myemal.eml'  What are the email attachments named?