Re: Attachments issue in otrs6
Susan Dittmar <[email protected]>
| Newsgroups | gmane.comp.otrs.user |
|---|---|
| Message-ID | <[email protected]> |
Hi, Am 24.01.2018 um 10:13 schrieb Glen Eustace: >> On 24/01/2018, at 9:54 PM, Manuel Martínez Valls <[email protected] >> <mailto:[email protected]>> 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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs