Tickets Created by Email do not Include Attachments

[Destek Thos]

We have searched for similar posts however our problem still persists.

Issue is:

When a client send email to our jira service management instance (via default email configuration) attachments will not appear in the created ticket.

Additional information:

- Files have different sizes, even a 5KB file did not appear

- There are no errors shown in the email logs

- We tried different file extensions, .pdf,.txt,.png none seems to work

- Some emails have body and some don't

- Portal users have attachment privileges; they can add attachment from comments

- We sent emails from different services; gmail,yandex,outlook (desktop)

- This issue occurs on different service projects with different automation rules and one without any automation rule.

- When we download raw email from logs, we can open the email with attachment inside.

Any help is appreciated, thanks in advance!

[Destek Thos · Accepted solution]

We found the problem;

Attachment field was hidden for the "emailed request" request type. Made the field visible and now our customers can again attach files to ticket on creation.

Although now we see all attachments duplicate in attachment field and comment, main problem seems to be solved.

Great reference for others who might have similar problems can be found here:

Atlassian Confluence support post about attachments not appearing