Hello,
I'm having an issue with attachments coming from a small group of users. When these users send an email to the OTRS mail address, the attachment (or inline image) is being stripped out of the ticket. The attachments are being converted somehow, and only show up at "winmail.dat". In-line images will have the file name of the picture presented in plain text, but the image does not render in OTRS.
I have all email sent to that address forwarded to an archive mailbox, so I can check how the message was received originally. When I check there, the attachments are in place, and accessible.
The attachment types are generally very basic (Excel spreadsheets, .png images, Word .docx, etc.). Furthermore, the same attachment sent from a different user will populate properly in the web ui.
The logs don't seem to have any error messages relating to mail functionality. I have tried changing the StorageModule from DB to FS without any effect. The only thing I can come up with at this point is possibly a permissions issue of some sort, but that doesn't really make sense to me. I have customers emailing in for the first time with no account, that aren't having this problem. I also have other customers that were set up the same way (syncing with Active Directory) that aren't facing this.
We are using a clean install of OTRS 5.9, with several of the free modules. This is actually our second OTRS server installation (the first server suffered a hardware failure, so we had to start over.)
Anyway, if anyone can give me a hint or suggestion as to what else I can try, I would be grateful.
Thank you,
Jim Zeck
Issue with Attachments
Moderator: crythias
Re: Issue with Attachments
winmail.dat is an issue with wrongly configured (exchange) servers or outlook. The useres should check their outlook settings for the recipients mailaddresses
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root
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Re: Issue with Attachments
It's absolutely rigth what jojo mentioned, bit if you have access to the users configuration you could give this addon a try: http://opar.perl-services.de/package/R/ ... WinmailDat
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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jimzeck
- Znuny newbie
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Re: Issue with Attachments
Thank you!
I did track down the issue with my customer's Outlook settings. Unfortunately, she doesn't have admin rights on the machine, so no way to fix that from my end.
I installed the ConvertWinmailDat package, and so far this package is working great.
Again, thank both of you for your help.
Regards,
Jim Zeck
I did track down the issue with my customer's Outlook settings. Unfortunately, she doesn't have admin rights on the machine, so no way to fix that from my end.
I installed the ConvertWinmailDat package, and so far this package is working great.
Again, thank both of you for your help.
Regards,
Jim Zeck