IJ32105: .MSG ATTACHMENTS SENT TO ICD VIA EMAIL ARE NOT ATTACHED TO TICKETS

APAR status

• Closed as program error.

Error description

• When a .msg attachment is sent in an email that creates a
  ticket via email listener this attachment is not attached to
  the ticket. If the .msg attachment contains images these are
  saved in the ticket as *.jpg or *.png. The file format was
  added in the system properties and the server restarted.
  STEPS
  TO REPRODUCE:
  1. Check/configure the following system
  properties:
  mxe.listener.rfc822extension:
  eml
  mxe.doclink.doctypes.allowedFileExtensions: add eml and
  msg
  2. Configure the E-mail Listener
  3. From Outlook send an
  email which has a .msg attachment. In the attachment there is
  text and also an image
  4. Open the ticket created by the
  E-mail Listener
  5. Click on <Attachments> icon. The image from
  the .msg attachment is displayed but not the text content of
  the .msg file. The ticket description contains the following
  information:
  [Screenshot 1 saved as attachment
  image0011606304974881.jpg by e-mail listener.] [Screenshot 2
  saved as attachment LSNR1174101606304974975.eml by e-mail
  listener.]
  RESULT:
  .msg attachments are not attached to the
  ticket.
  EXPECTED RESULT:
  .msg attachments are attached to
  the ticket.
  

Local fix

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * Email listeners that are configured to receive rfc822        *
  * formatted messages (in which prior threads are attached as   *
  * message instead of inline test that is stand nowadays).      *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * Messages of the content type 'message/rfc822' are not        *
  * handled as attachments.                                      *
  ****************************************************************
  

Problem conclusion

• _Example: The fix for this APAR is contained in the following
  maintenance package: release\fix pack for Release 7.6.1.3
  Product_
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  MAXIMO ASST MGM

• Fixed component ID

  5724R46AM

Applicable component levels