How to troubleshoot missing .eml attachments in JEMH

[GI]

Hi,

We have got cases where non-jira users forwarding emails could create a ticket, but the .eml file is not added as attachment of the ticket, even if the header contains 

Content-Type: message/rfc822
Content-Disposition: attachment;

I tried to replicate it by creating a test case using my personal email (which is not linked to any jira user) as sender, and leaving the whole header the same, but the ticket got created correctly containing the .eml attachment.

I'm not sure if this is a glitch or a known issue, I don't have the logs either from that day as per the rotation.

This is the configuration I have in that profile for that attachments.

Attachments

Enable Attachments	ON
Whitelist Attachment Types (csv)
Blacklist Attachment Types (csv)
Blacklisted Attachment MimeTypes (csv)
Non Renamed Attachments (csv)
Add Email / Content to Issue Params
Add Email to Issue Condition	OFF
Add Original Email Body to Issue	OFF
Disable Zip Wrapper?	ZIP used
Create Name Format	RawE.g. create-%Y-%T-%P create---
Comment Name Format	RawE.g. comment-%Y-%T-%P comment---
Add Embedded Atts	ON

We have Jira Software 7.11.2 and JEMH 2.7.7.

Any advise is much appreciated.

Thanks

Graziella

[Deleted user]

Hi Graziella,

Please enable JEMH auditing and then locate an email within auditing that presented the problem and export it, then raise a support issue with us directly containing an export of your profile and the problematic email: The Plugin People Support

Kind regards,

Reece