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Email Requests with Attachments


We are testing out the email requests functionality within Service Desk and have found some weird behaviour. We have set up a voicemail box to send the designated address an email when a new voicemail is received. This email has a recording of the voicemail as an attachment. The service ticket gets created correctly, with the subject and body of the email translating as expected, but the attachment does not get included. We have separately sent an email to the designated address with the same file and everything does work correctly, including the attachment, so we suspect there might be some kind of spam filtering going on. Does anyone have any insights or suggestions?



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Hi Garner

This could be related to the attachment file limitation, in case it exceeds what the system expects, the attachment file won't be processed. The interesting thing about this problem is that the same audio file was sent manually and it was processed accordingly. Did you check if the first e-mail, which got processed by JIRA (without the attachment), had a file attached? You can browse the mailbox directly to review that.

Hi Garner

Have you checked to see if the account that is sending the voicemail is listed as a user within Jira with the ability to open a SD ticket?

We tried to do this and had to create a user within the Jira directory with the email address of the voicemail sender (ex.  

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