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