SAP Knowledge Base Article - Public

1995423 - E-mails Containing Attachments Are Not Received As Tickets

Symptom

E-mails from customers containing specific attachments sent to the e-mail channel addresses are not received as Tickets in Cloud for Services.

Reproducing the Issue

When an e-mail is sent by a customer to one of the e-mail channels configured in Cloud for Customer, it will be created as a new Ticket in Customer Service Work Center.
However, when the e-mail contains specific attachment formats which are accepted by Cloud for Customer, the Ticket will not be created.
Affected file formats can be MS Office Documents (docx, xlsx, pptx), Images (jpg, png, bmp) and others.

Cause

Some e-mail servers will set the MIME type of non-text attachments to Application/Octet-stream. The MIME is an internet standard that extends the e-mail format to support non-text attachments and other features.
As the Application/Octet-Stream MIME type is not accepted by default in Cloud for Customer, it is possible that several different attachment formats will be blocked depending on the configuration of customer's e-mail.

Resolution

You can change the allowed MIME types for attachments in Cloud for Customer via a Business Configuration Activity:

  1. Go to the Business Configuration Work Center.
  2. Select Overview and click Go to populate the Activities.
  3. Select Allowed MIME Types activity.
  4. Click Change Immediately.
  5. Set the MIME type Application/Octet-Stream as Allowed.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer 1402 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL. PLATFORM 1402 ; SAP LE APPL.PLATFORM 1708