Problem / Solution: Service Desk disallows upload of files with extensions whitelisted in Configuration Center file upload policy

Version 2

    Verified Product Versions

    Service Desk 2016.xService Desk 2017.x

    Environment:

    This solution is for all versions of Service Desk up to version 2018.1, where the issue was fixed.

     

    Requires Access To:

    Configuration Center access is required to complete these steps. SDaaS customers should open a support case to implement this solution.

     

    Error message:

    The attempt to upload the attachment failed due to its filetype.

     

    Problem:

    Situation may arise, where Service Desk disallows a certain file upload, even though that particular file extension already appears as whitelisted in Configuration Center file upload policy.

     

    Cause:

    Known Problem 6869 - File Whitelist is case sensitive

     

    Solution / Workaround:

    For the whitelist to work on all files with different case variation of the extension, all allowed file extensions and their case types need to be added (8 entries per 3 character file extension). So for example to whitelist all .jpg files, you have to add all case variations of the extension to the whitelist, like this:

    This was fixed in version 2018.1, where the whitelist is no longer case sensitive.