Why no preview if PDF file is attached by mail?

[Kilian]

Hello,

in our service desk (3.7.0) we have the problem that a preview of a pdf file is only available if the file is attached direct in the issue. If it is attached by mail (added as comment) there is only the option to download and view the file. Even if it's the same file.

When i look in the table fileattachment the mimetype of both entries differs. If the file is attached by mail the mimetype looks like 'application/pdf;  name="filename.pdf"' while the mimetype of the direct inserted file (with preview) looks like 'application/pdf'.

Is it a known bug or is it possible to configure as the filename has a own column so the information isn't needed in mimetype?

[Andy Heinzer · Accepted solution]

Hi Kilian,

I found this scenario strange, so I went and recreated this in my Jira 7.9.2 with service desk 3.12.2.   Indeed, when using the customer portal, pdf attachments can be previewed.  However when replying via email, those same pdf files cannot be previewed by the JSD agents in Jira.   You are correct that in the Jira database, the mimetype field of the fileattachment table appears to have an additional string with the name of the file for some reason.

I recreated this same problem in my Service Desk that was using a gmail inbox for mail.  As such I believe this is a yet unreported bug in Service Desk.  So I created a bug for this problem in https://jira.atlassian.com/browse/JSDSERVER-5844

I did also document a work-around where I was able to hack at the SQL to get past this problem, but I agree that should not be necessary.  This seems pretty clear to me that this is a bug.

Thanks for reporting this.  I would recommend watching/voting on that issue.   I don't know if or when this might get fixed, but that ticket will be updated should there be a long term fix for this down the road.

Thanks again,

Andy