ServiceDesk 7 embedded MSG attachment handling

Article:TECH147995  |  Created: 2011-01-12  |  Updated: 2011-01-12  |  Article URL
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Article Type
Technical Solution



When sending an e-mail to the monitored ServiceDesk email address with a forwarded message or an embedded MSG attachment from Microsoft Outlook, the embedded MSG attachment is dropped.  When reviewing the generated ticket, the MSG attachment is not attached to the ticket and none of the contents of the MSG file are included in the text of the ticket.


No error messages are logged or reported.


ServiceDesk 7.0 and 7.1.


The POP3 Get By Id and IMAP4 Get By Id components are currently not designed to handle embedded MSG attachments.


The product is operating as designed.

Currently we are working to include handling for embedded MSG attachments as a feature of the POP3 Get By Id and IMAP4 Get By Id components.  We do not have a precise delivery date for this functionality but do expect it in a future release of Service Desk.

The following work around for this issue handles forward messages requires modification of the Outlook client settings as follows:

1 - In Outlook, click Tools and then Options.

2 - Open the Preferences tab.

3 - Change the When Forwarding a Message option to anything other than Attach Original Message.

Currently there is no work around for attaching MSG files.

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