Case generated by e-mail does not recognize file format correctly

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Posted on by MichaelFo96

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Hello all,

after the release Wave 2 I currently have the problem that the system does not declare certain file types correctly. This is the case when a case is generated from an email record of a queue.

For example .pdf files are not displayed with the PDF icon but with a paperclip. We use an attachment preview to not have to download every document. But due to the wrong declaration of the file type no preview is possible, only for files which have the pdf symbol. When I download the file and manually upload it to the timeline, it displays correctly to me:

Attachments after created a case:

Attachment when downloaded and uploaded again manuel:

Does anyone here have an idea what this could be? The problem occurs since the release Wave 2.

Thank you in advance!

Regards

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MichaelFo96 141 on at

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RE: Case generated by e-mail does not recognize file format correctly

Hi Leah,

you are right.

I tried to send some of the Mails with a "wrong" attachment to a few of our connected E-Mails and it always worked fine. A .pdf was shown as a .pdf and I had the option to "preview" it.

It seems like it does not work 100% with e-mails from external.

Regards

Michael
Leah Ju Microsoft Employee on at

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RE: Case generated by e-mail does not recognize file format correctly

Hi,

You mentioned that When I download the file and manually upload it to the timeline, it displays correctly to me.

Based on your screenshot, you upload it in Note not email.

Have you tried upload the same PDF file in email again? 'Preview' button still not appear?
MichaelFo96 141 on at

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RE: Case generated by e-mail does not recognize file format correctly

Hello Leah,

thank you for your reply.

Yes the attachments exist in the e-mail: Example:

in Case:

In E-Mail:

The first file can be reviewed:

The second one not:

My users tried a lot of cases (10+) and the files were always different. For some emails the error occurred, for some it did not.
Leah Ju Microsoft Employee on at

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RE: Case generated by e-mail does not recognize file format correctly

Hi MichaelFo96,

Based on your description--This is the case when a case is generated from an email record of a queue.

So these attachments are exist in the Email, Right?

I tried to convert one email with attachments to case, but all show correct icons, i can't reproduce your issue:

Have you tried to open the email record to preview these PDF files? Are they all okay?

I noticed that last PDF file(12585965) show correct icon, have you tried use other PDF files to test, same error?

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