SAP Knowledge Base Article - Public

2663653 - Unable to Open E-mail Attachments in Ticket Interaction, Format Changed to RFC 822


You are unable to Open E-mail Attachments in Ticket Interaction, document Format Changed to RFC 822


SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Go To Tickets View
  3. Open any ticket
  4. Navigate to Interactions tab
  5. Open an attachment with the format .msg
  6. Format of the attachment changed to .rfc822


Issue is due to incorrect configuration of MIME type in the system


  1. Go to ‘Business Configuration’ Work Center
  2. Click on ‘Overview’
  3. In the drop-down menu select ‘All configuration elements’
  4. Click on the Find field and enter the text ‘Allowed MIME Types for Document Upload’
  5. Select the line shown by the search
  6. Click on ‘Change Immediately’ button
  7. In the next screen, search for ‘Mime Type: message/rfc822’
  8. Select the record and in the File Extension section, uncheck the default flag against msg
  9. Change the following entry: eml default = 'X'


RFC 822, MSG, Ticket, attachment, interactions , KBA , rfc 822 , msg , LOD-CRM-SC-EML , Email , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions