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How to display total Attachement size in issue ?

Steeve P_

Hi everyone,

Got our very first project on production about a week ago.

And also got our first "problem" I can't find a way to resolve.

Here is the point.

User send us ticket with attached files , from HelpCenter.

Those file can be quite huge , the elpCenter doesn't really care.

But as long as we resolve the issue, there is an E-mail sent, (or if we need to discuss with customer) , and those Emal carries attachement with them.

Technically...we need it to stay in E-mail as some customer won't use HelpCenter.

But on another way we got agent that doesn't know there is a Size limite in sent Email, and so on , those Email would be rejected if it exceed 20Mb

We use Email this issue for outgoing notification.

Two question so..

Is there a known way to "notify" that the E-mail wasn't able to reach the customer (due to size limitation..)

Is there a way to display in the current issue (on Agent side) the Actuel size of the attachment... that way it would be more visual for them to clearly see "Ho...it's 35Mb ...i have to edit this before sending it" ?

Feel free to ask for some relevant details of course ;-)

Hope you can have some ideas on how to manage this (without adding more add-on...)

Regards

Comments

ChristopherChilds

I am assuming that the answer might lie with either using something like Scriptrunner to check the size on the incoming email or to set up the Inbox to reject files over a certain size.

Jared Schmitt

Hi @Steeve P_

You first chance to learn about automations probably

If you really need to forward all attachments via email (I'd personally question this requirement), you can do the following:

Is there a way to display in the current issue (on Agent side) the Actuel size of the attachment

Build an automation rule that get's triggered whenever an attachment is added/removed. Using smart values for attachments and lists, you should be able to calc the sum of attachments sizes fairly easy. Display it in a custom field or use for checks before sending the mail.

Is there a known way to "notify" that the E-mail wasn't able to reach the customer (due to size limitation..)

I don't think so, as Jira would need to catch the mailserver response. Better check before sending the mail.

Dwight Holman

I hope @Jared Schmitt has answered the part about showing the attachment size.

JSM has some gaps around email processing (incoming and outgoing), see these suggestions in the backlog:

Long before we considered using JSM we have encouraged customers to upload large files rather than sending them as email attachments. The JSM portal provides a good solution for that, but as you say your customers would need to login & use the portal :-|

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