Service Desk Practitioners Forum

Service desk converts attached files

Honored Contributor.

Service desk converts attached files


I faced to strange issue.

My client has utility that sends e-mails to Service desk with Update ID command, in From field set user's e-mail (user who was initiator of service call). As usual to these e-mails are attached *.rtf files. Service call updates successfully, but *.rtf file converts to content.txt. If i rename it back to *.rtf it opens correctly.

So the question is - where and why files are converted from *.rtf to *.txt?

Here is string from log:
07/06/2012 11:48:58 <SMTP> Attachments: [(content.txt : C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\server\tmp\364-content.txt!#! : application/octet-stream;name=972d7171-2b3c-4d0e-98a7-2a058b10d0ce.rtf)]

The Pike
Acclaimed Contributor.

Re: Service desk converts attached files

That's because Service Desk *tries* to handle the attachment.  Remember, Service Desk only supports the Plain Text format.  Anything else in the e-mail, Service Desk will identify as an attachment.