Hello,
Just a quick update on this issue -
I opened a case within Symantec and they confirmed this bug: small (less than 100KB) compressed MS Office documents are sometimes not retained in the incident attachments even when there is a response rule saying to keep all attachments (after being downloaded, the files come up blank).
A hotfix was provided by them and applied with success in 12.5X agents.
Facts known:
- Limitation identified since version 11.0
- Affects only compressed documents
- It's a design bug, the documents are not properly saved on DB
- The efficacy of the policy is not a affected, only the attachments are affected
Regards,