If you and your customer use Outlook to send emails to open tickets in Jira, perhaps you can face an issue where the ticket is opened, but the attachments turn into a file called Winmail.dat.
This issue is related to malformed attachments from a Microsoft mail client, so this configuration must be done on the mail client.
Probably if you convert the winmail.dat file on this website https://www.winmaildat.com/, you will see what the customer sent. It will show the email file and the attachments.
The purpose of this article is to give a brief explanation and also share some useful links that I found while searching about this issue:
Also, I would like to share with you our suggestion for Jira mail handler to understand TNEF and attach properly what comes in winmail.dat file:
JSDCLOUD-4383 - Mail Handler to understand TNEF, decode winmail.dat and attach the proper attachment to email requests
For you to understand more what is TNEF, please check this documentation from Microsoft: How e-mail message formats affect Internet e-mail messages in Outlook
Hope this helps and if you have any question or if you faced this issue and fixed with some other configuration or tutorial, please share with us
Angélica LuzAtlassian Team
The purpose of this post is to help people identify and resolve some of the most common problems that affect customer accounts in JSM projects. 1. Customers can't see their own requests in...
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