Re: [otrs] Attachments issue in otrs6

Hi, Am 24.01.2018 um 10:13 schrieb Glen Eustace:

...

On 24/01/2018, at 9:54 PM, Manuel Martínez Valls mailto:mmartinez@roig.com> wrote:

Sometimes happens that the attachments included in a received email are not shown (you can't see any attachment, no number of files, etc), but if you forward the article to an external email address then you see the files you are resending as attachments.

Then, the user who receives the forwarded email is able to see the files and if he replies then otrs is able to show the attachments on the new received article.

If you want I can send a plain text containing an example as we use ArticleStorageFS.

Regards,

Manuel Martínez

We have experienced exactly the same issue. It is not consistent and not reproducible. I am suspecting that the way the email is formatted in some cases may not be being parsed correctly by OTRS in some cases.

Just a wild guess that might help find the cause of that behaviour: What mime type does the original mail use? Some mailers -- even prominent ones -- use "multipart/alternative", which means "show one of the attachments, whichever is easiest to display" when they should use for example "multipart/mixed", meaning "unrelated attachments". In that case, the behaviour you describe would be completely correct. Except that the sender did not intend what his/her mailer did to the message... Resending might change the mime type to the correct one. It did so in one case a collegue of mine stumbled upon. Best regards, Susan Dittmar