there are a few things to check:
- Make sure, that you mapped the mail attachments to the Attachment object in your inbound email mapping.
- There has been a limit of 3 or 4 MB per attachment until release 2016.3 I think (one of the 2016.x releases removed this limit).
- Another limit for attachments might be in your IIS.
I think you should be good if these three things are in order.
Is the ADD ATTACHMENT optional action available at the OPEN status in your process?
Hi Andreas, the first two points are fine. I will need to check the IIS
the ADD ATTACHMENT option is available on the ticket yes.
Has this been working up until recently? Have you tried increasing the logging level on the inbound mailbox to see if an error is being generated when it tries to add the attachment?
I don't believe it has. we are still relatively new to using the system and its only really been in use properly since January.
not entirely sure if I know how to increase the logging level. Do you mean the poll time for how often it checks for emails in the mailbox?
If you open configurationcenter on your application server and stop the inbound mail service, you can change the log severity:
Change it from 'Error' to 'Trace'. Click OK and restart the service.
Open the Application Events under Windows Logs in Event Viewer on the application server and you will see the mail service processing the emails from the mailbox. Are there any errors being reported in there?
if you want to increase logging, go to your ConfigurationCenter (http://ServerNameHere/ConfigurationCenter) at your server, that is hosting the services. Stop the Mail Inbound Service and edit it. Set the log level to trace, save it and start it again. Then you can have a look in your server's windows event log.
Sometimes it helps to set the diagnostic levels for the framework too. In the same place as above, click on "Diagnostics" at your framework the services are connecting to and set some of the levels to "All". I'd recommend Business Functions, Calculation, DB access, Lifecycle processing. These logs can be found in the folder C:\Program Data\LANDESK\ServiceDesk\NameOfYourFramework\Logs.
That should tell you something about the problem. Just don't forget to reset the log levels if you don't need them any more.