I'm here as this is now affecting our customers, who have logged tickets with us, but they have been dropped, due to JSM not processing them, and not even showing that there was an error along the way.

This appears to have been created in 2016 -  8 years ago so I'm not very optimistic on a release for this soon.

Will need to evaluate other service management options to ensure we can deliver consistent support.

This is a bad behaviour, since neither reporter nor agent know that attachment(s) are  missing, and both of them can miss an important info, it can lead to misunderstandings, confusion and unsatisfied customers and agents.

Servus 1bbfd485bf63 

Is there a rough timeline for when this feature will be released? Because, if it takes a little longer, we would have to switch to another email address and a regular email inbox if necessary, as we receive orders via the JSM.

Thank you for your effort

Cheers

Dali

Hello there,

I’m currently also experiencing issues with emails not being delivered due to file size, even though they were slightly under 20MB. However, when I send the same emails from Gmail to Gmail, it works, as the 25MB file size limit in Gmail was sufficient. 

A log notification for the admins, as well as an automated email to the sender explaining that the email couldn’t be delivered for "this and that reason," would save a lot of pain and prevent many tickets.

Thx

Cheers

Yes a auto reply would solve 80% of the pain.

Need to notify the user at least

This is still a problem, and emails that are well below 25MB are rejected.  I had an email reject that was around 20MB rejected yesterday and again this morning.  

There is no record of this in the logs, and the reporter did not receive a "bounce" back.

I have seen multiple examples of attachments smaller than 25MB not being processed (20-23MB attachments, where the whole email was still under 25MB). The 25MB limit is not correct here.

Also, the fact that these are blocked silently for the agent side is a problem. Something should alert the agents so they know to check the mailbox.

Even if it's not viable to allow large attachments to be uploaded via email, rejecting them silently is a major problem: we miss that customer contact, without realising it, and customer feel ignored. 

Processing the email without the attachment or at least leaving a message or notification in JSM would allow us to work around this restriction. 

Large emails will slow down the service, and probably provide a security risk. And I guess they take up space on Atlassian's servers.

Bearing that in mind:

50mb is fine, but please please please create the ticket with a note saying: "Attachments not supplied due to file size limitations."

Or something similar.

Please.