Problems with sending attachment via custom emails.


We are using JIRA custom emails for communication with customers and lately we have some problems with adding attachments to custom email.

We use "Include attachments = new", so attachment is added on transition.

And email template is "<% out << lastComment%>"

No "Custom attachment callback" is added

And the main problem is - this problem occurs randomly:

We have tried to find a pattern when sending attachments, and so far noticed:
- jpg and gif files are not delivered if send alone - sometimes delivered
- jpg and gif files are delivered if there is two attachments (.gif and .jpg)
- png, excel and pdf files are always delivered
- zip files are randomly delivered


 Have anybody else had this problem and what could be main reason for this and how to improve it?
JIRA version is 6.3.9, scrip runner plugin version is  3.0.7 and also we are using JIRA Sevice Desk  2.3.3

Thanks in advance! 

5 answers

@Jamie Echlin [Adaptavist] , maybe you could help us with this problem?

Anything in the mail log? Your corporate SMTP server may be blocking certain types of attachments... I have worked with ones that look in zip files and won't deliver them if they contain any executable files, also including .bat, .reg, etc etc.

@Jamie Echlin [Adaptavist] , nothing in mail logs. They (IT department) checked Exchange server logs, and the attachments never arrive there. And also nothing in JIRA log files - nothing And problem occurs randomly - sometimes attachment is sent and sometimes it is not sent..

@Jamie Echlin [Adaptavist] , we have monitored mail Exchange logs for last month, but nothing appear there.. Maybe you have some more suggestions where could be problem?

We even had issue in which same attachment was sent two times - in first attempt it wasn't send and next day with we tried again and it was sent.

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