Big files via incoming emails dont attach while new request creation

Question

This issue is quite peculiar. I have setup mail handlers and they are working fine except for the below. Attachment size permission permits 1GB files. I have same roles added to permissions for "Create Issue" and "Create Attachment" and "Add comments" I have added a table which would simplify to know the problem. Please help 1. When a fresh incoming email has <10mb file, new request is created and file is attached. No problem here. 2. When an email is a response to an ongoing email and has <10mb file, comment is added to the existing JIRA request alongwith the attachment. No problem here. 3. When an email is a response to an ongoing email and has >10mb file, comment is added to the existing JIRA request alongwith the attachment. No problem here. 4. When a fresh incoming email has >10mb file, new request is created but file is NOT attached. This is the problem. Email contain file <10mbEmail contain file >10mbFresh Email --> creating new requestFile is attached in JiraFile is NOT attached in JiraResponse to an ongoing email --> adding as commentsFile is attached in JiraFile is attached in Jira

Victor Law - Ricksoft · Answer

@Clinton Dsouza I would suggest raising a ticket with a ticket with Atlassian Support, as the team will be able to investigate the behaviour from the logs.

Clinton Dsouza_3x8yep · Answer

@Victor Law - Ricksoft Thank you for responding.

Please help. with the below: I am using JWM and not JSM. I do have "Email request" (which was not under Project settings, i had to use the "Search Jira admin") Under Email Request i do not have anything which says "Processing logs" or any logs for that matter. I used the "Search Jira admin" for 'Logs' and could not find "Processing logs'

The mail service should not be problem because response to an existing ticket with the same attachment gets the attachments added on Jira without any concerns

Victor Law - Ricksoft · Answer

Hi @Clinton Dsouza

Have you tried checking on the email processing logs to see if there is any warning or error?

https://support.atlassian.com/jira-service-management-cloud/docs/view-the-email-processing-and-connectivity-logs/

On top of that, I think it is worth checking the attachment size limit for your mail service as well.

Thank you.