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Cannot add an attachment through Mail handlers

I am trying to create a ticket and add an attachment to it through incoming Mail handler . 

Tickets are being created. But the Mail handler, it doesn't add an attachment to the Ticket. Instead it is adding below error message as a comment to the Ticket:-

Error while attaching the files.PNG

Can you please help me out with this issue?



Thanks & Regards,


2 answers

0 votes

Hello Dinesh,

Thank you for reaching out.

Usually, the error you are facing are caused by one of the following reasons:

1 - The attachments you are trying to upload exceeds the size allowed by your JIRA instance. To check what is the attachment size allowed in your instance and optionally change it, you must be logged as a site-admin and navigate to JIRA Settings > System > Attachments > Edit settings:

Screen Shot 2019-09-05 at 18.11.31.png

2 - There is a property in the create transition of your workflow that prevents attachments from being added (Project settings > Workflow)

3 - Your user (or the one used as the default reporter in the e-mail handler) does not have the permission to Create attachments (Project Settings > Permissions)

Tip: Both 2 and 3 root causes can be ignored if you are able to add attachments when creating issues through JIRA UI

Let me know if this information helps.

Hi Petter,

I get the same error message and I checked all configurations that you mentioned.
I set a technical user as a default reporter in my mail handler. The technical user has the "Create attachments" permission and my attachmentsize is 12kb.

How can i fix it?


Did you find solution to this? We too have same issue. 

1)File size is less than 10kb 

2)the user have create attachment permissions

3) i am able to add attachments while creating through UI

Like Kuharev Artem likes this

One additional thing to check.  Check if the Mail Handler Requestor value you choose and see if this user display value also exists as a Jira Service Desk User.  If you choose the Jira Service Desk portal user account, that doesn't have access to the project the Mail Handler is creating and issue in, then you'll receive the attachment error.

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