we are using a new OTRS installation (v. 3.3.4) on a Windows Server 2008 R2 with MYSql as Database, IIS and tickets article storage in FS. Emails are retrieved from Exchange, mails are mostly sent by Outlook by the users. One of my agents found out that if a complete message is attached to a mail (just being dragged from the file system into the new message) that is sent to OTRS, the attachment is not visible in the ticketintg system.
When i press on "Plain format" in the article, and afterwards on "Download this email" i i get a suggestion with the extension "eml" and if i download this mail i am able to open it in Outlook again and there i can also see the attached mail of course.
Is it a bug that i am not able to see that there is an attachment for the mail in the ticket zoom? I expected the attached mail being displayed as an attachment with extension msg or eml. Is there a workaround for this issue?
In OS path with the article in it i can see three files and no attachments (file-1.html, file-1.html.content_type and plain.txt). The msg file or eml file is missing.
This does not seem to work only in case the msg file is dragged from the file system into Outlook. When a message is dragged directly from Outlook into the new message, the whole thing seems to work.
Contents of the files:
***file-1.html***
*******************
<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com
office" xmlns:w="urn:schemas-microsoft-comword" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head>
...
</head>
<body lang="EN-US" link="blue" vlink="purple">
...
</body>
</html>
***file-1.html.content_type***
***********************************
text/html; charset="utf-8"
***plain.txt***
*****************
Received: from DE**.**.de ([fe80::858f:f140:a78:744e]) by de**.**.de ([fe80::d0c0:83fa:9a1:4e5%10]) with mapi id 14.02.0318.001; Tue, 1 Jul 2014 13:48:22 +0200
From: "Frei, Tobias" <Tobias.Frei@**.de>
To: QA-Assistance <QA-Assistance@**.**>
Subject: TEST TOBIAS FREI
Thread-Topic: TEST TOBIAS FREI
Thread-Index: Ac+VIlsYe/KtdukLQ+WLsFaGzA6QVw==
Date: Tue, 1 Jul 2014 13:48:21 +0200
Message-ID: <2AE12B02A20B9246BDD1D54F5F03D713418FBB29@de**.**.de>
Accept-Language: de-DE, en-US
Content-Language: en-US
X-MS-Exchange-Organization-Authas: Internal
X-MS-Exchange-Organization-Authmechanism: 04
X-MS-Exchange-Organization-Authsource: der**.**.de
X-MS-Has-Attach: yes
X-MS-Exchange-Organization-SCL: -1
X-MS-Tnef-Correlator:
Content-Type: multipart/mixed; boundary="_002_2AE12B02A20B9246BDD1D54F5F03D713418FBB29dersbgmail01jrs_"
MIME-Version: 1.0
--_002_2AE12B02A20B9246BDD1D54F5F03D713418FBB29der**_
Content-Type: text/html; charset="utf-8"
Content-Transfer-Encoding: base64
PGh0bWwgeG1sbnM6dj0idXJuOnNjaGVtYXMtbWljcm9zb2Z0LWNvbTp2bWwiIHhtbG5zOm89InVy
bjpzY2hlbWFzLW1pY3Jvc29mdC1jb206b2ZmaWNlOm9mZmljZSIgeG1sbnM6dz0idXJuOnNjaGVt
...
--_002_2AE12B02A20B9246BDD1D54F5F03D713418FBB29dersbgmail01jrs_
Content-Type: message/rfc822
Content-Disposition: attachment;
creation-date="Thu, 12 Jun 2014 06:20:00 GMT";
modification-date="Thu, 12 Jun 2014 06:20:00 GMT"
Received: from DE**.**.de ([fe80::858f:f140:a78:744e]) by
de**.**.de ([fe80::d0c0:83fa:9a1:4e5%10]) with mapi id
14.02.0318.001; Thu, 12 Jun 2014 08:18:48 +0200
From: "**" <**@**.at>
To: "**" <**@**.**>
Subject: AW: [Ticket#2014050503000021]** /
Thread-Topic: [Ticket#2014050503000021]** /
Thread-Index: AQHPhgZXZFHaKHczP0+sA1RQQttW7A==
Date: Thu, 12 Jun 2014 08:18:47 +0200
Message-ID: <7DCE0FB27D2A6C4DBF9FC98527D3A1A102B399BF@**.**.de>
References: <B27CC4CFF57794488026882B985F3D7E3CC45D6B@d**.**.de>
<B6DC2C3CF0E1F74CB93192605C5014CB3CAA3EB9@de*.**.de>
<B27CC4CFF57794488026882B985F3D7E3CC45D98@de**.**.de>
<1D7C5A1D5720F7408E3CB38D70939B9F44623259@der**.**.de>
<1401688581.357940.315887451.55.8@DE**.**.DE>
<1401861721.902770.093322754.55.8@DE**.**.DE>
<FBEDB4164DA56346B54726C0F05D82C63CB6D994@de**.**.de>
<1401876460.944060.335235596.55.8@DE*.**.DE>
<1D7C5A1D5720F7408E3CB38D70939B9F4463ACA9@de**.**.de>
In-Reply-To: <1D7C5A1D5720F7408E3CB38D70939B9F4463ACA9@de**.**.de>
Accept-Language: de-DE, en-US
Content-Language: de-DE
X-MS-Exchange-Organization-AuthMechanism: 04
X-MS-Exchange-Organization-AuthSource: de**.**.de
X-MS-Has-Attach:
X-MS-Exchange-Organization-SCL: -1
X-MS-TNEF-Correlator:
Content-Type: text/html; charset="utf-8"
Content-Transfer-Encoding: base64
MIME-Version: 1.0
PGh0bWwgeG1sbnM6dj0idXJuOnNjaGVtYXMtbWljcm9zb2Z0LWNvbTp2bWwiIHhtbG5zOm89InVy
bjpzY2hlbWFzLW1pY3Jvc29mdC1jb206b2ZmaWNlOm9mZmljZSIgeG1sbnM6dz0idXJuOnNjaGVt
...
--_002_2AE12B02A20B9246BDD1D54F5F03D713418FBB29dersbgmail01jrs_--