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Attachments will not show when ticket is submitted via email.

We have set the permissions for attachments, but when a ticket is submitted via email the attachments do not get added. Any suggestions? 

1 answer

0 votes
Petter Gonçalves
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Apr 23, 2020

Hello @jesseruiz

Welcome to the Atlassian Community!

Per your description, I understand that when you create a new issue in your Jira site by sending an e-mail, the issue is properly created, however, their attachments are not added to the issue. Is that correct?

Can you please confirm if you are using the incoming mail handler of Jira software or are you using a Service desk mail handler?

If you are using the default incoming mail handler of Jira, I suggest you check the following steps:

  1. Under Jira Settings > System > Attachments, check if your attachment is allowed in your site and its size does not exceed the limit configured to your site
  2. Confirm if the same attachment can be manually added to an issue by the same user through the issue view, also testing again via e-mail
  3. What is the extension of your attachments (JPG, PNG, etc)? Did it occur for multiple extensions or only a specific one?
  4. Did the e-mail with the attachment had any text added to its body? If not, you might be impacted by the behavior described in the link below:
    Add attachments to issues from emails without body 

If you are using a Service desk e-mail, please let us know so we can provide you with further troubleshooting options.

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