SAP Knowledge Base Article - Public

2685936 - Attachment Under Ticket Interactions Has Changed The Format To .exe


Attachment Under Ticket Interactions Has Changed The Format To .exe


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 and click on attachment
  5. Attahced file in .pdf format has changed to .exe


System checks the FileExtension is one among allowed FileExtensions of the specified MimeCode. If not, then it takes the FileExtension that is allowed for the specified MimeCode which has been marked as the default FileExtension for that MimeCode.


You need to maintain the right FileExtension as the possible extensions for the MimeCode of the incoming e-mail.

Please follow the below steps to know how to check MimeCode of the e-mail

  1. Go to Administrator Work Center
  2. Go to General Settings view
  3. Open "Web Service Message Monitoring" under System Administration
  4. Select the Message ID of the inbound e-mail
  5. Click on View-> Payload
  6. Search for the HTML tag <MIMECode>XYZ</MIMECode>, XYZ represents MimeCode of the e-mail attachment
  7. Maintain the right FileExtension in XYZ MimeCode

Refer the help Portal link for more information on MimeCode


exe, pdf, mime type, mime code, attachment, ticket, file extension , KBA , c4c , mime code , LOD-CRM-SRP-INT , Ticket Interactions , Problem


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