Multipart related - attachments not showing in outlook

[Jensito]

Hi there,

we have got several customers, that we send documents to via OTRS. The documents are scanned-to-email directly into OTRS. The Agents then use the forward-button in the resulting ticket to send the attached scanned document (as .pdf) to the customer.

The customer opens the email in Outlook and replies, that the attachment wasn't included. After some research the mail turned out to be almost 2MB in size and if opened in the OWA (Web Frontend for Outlook) the attachment is there.

Further research brought me to analyze the email-header. There I found that the document arrives in an email marked as multipart / mixed.
The Forward Mail seems to switch this type to multipart / related (I found this in the plain article in the FS (/opt/otrs/var/article/...) . And as far as I understood, the related-type is supposed to handle every attachment as inline. Which Outlook only does when the Exchange server is configured accordingly.

Since I can't change the IT of our customers I'd like to have OTRS send in multipart / mixed. Or any other solution?! Or am I completely on a wrong trail? Anyone else got this problem?

[wurzel]

Hi,

are you using the 3.3.7 ?

Are the Attachements shown on the OWA?


Some 3.3.x versions with Outlook shows the error with non-existing attachement.

Updating the OTRS will help
Using OWA will help.

Flo

[Jensito]

Just to wrap this up, even though it's an old posting:

We updated to 4.0.10 a while ago and haven't had the error since.