We have created a workaround until we switch to the latest version.
For that it runs an outlook client in a virtual machine in which a rule is running with the following script.
Maybe it will help someone.

Sub ConvertToPlain(MyMail As MailItem)
Dim strID As String
Dim objMail As Outlook.MailItem
Dim objMail2 As Outlook.MailItem
Dim myRecipient As Outlook.Recipient

strID = MyMail.EntryID
Set objMail = Application.Session.GetItemFromID(strID)
Set myattachments = objMail.Attachments

While myattachments.Count > 0
myattachments.Remove 1
Wend

objMail.BodyFormat = olFormatPlain
objMail.Save
Set objMail2 = objMail.Forward

With objMail2
.To = "maxmuster@mustermann.de"
.Send
End With
End Sub

Hi Nguyen,

Sorry, I should have mentioned that I have a ticket open (SDS-4973).

I put a file test.msg as an attachement to an email and sent it in. This generated a ticket with the file attached properly no issue. I am running Service_Desk 2.5.0 currently.
I can't say when this started working. The reason I noticed it originally was secure mail with Office 365 but that isn't a problem now. Maybe try updating it and see. It is a fast update.

I just tested this with Service Desk 2.4.3 and the issue still seems to exist. Is anyone else still having this problem?

Hello, we have the same problem here. The server version we have is 2.3.5 of Service Desk, but can not upgrade to 2.4.3. The new version of SD forces to pay more lisences of SD agents and we only have 15. Could be a fix without upgrade? If not, will be a patch for older versions?

Hi atlassian1239
For the server version, it would be in JSD 2.4.3 as stated in Fixed Version.

Thanks

tbuiquang, how about the fix for the Server version?

Hi,
This issue was fixed in JSD 2.5.1-OD-02 which is under release pipeline at present. Release team are working on delivering it to production as soon.

Thanks
Service Desk support team

Thank you for the update on this regarding testing/development and rollout. You are noting ti will release to the Cloud based on QA soon. When with this be available on a larger scale?

Hi Charlie

Development of the fix has been complete and it in being QA tested this week. Next step is to release in Cloud, based on the QA test results.

Thanks
Bhargavi

Could we get an update on this issue please?

Our Dev team is currently working on fix to this issue. More updates on the implementation progress will follow....
Thanks for patience and understanding !

Same here. We need this to be fixed asap! All agents here are deadly unhappy with the situation right now. Hard to get them ever love Service Desk since we had to convince them to migrate from OTRS.

The really bad thing that make me unhappy here is that it worked before!

We are now having to monitor the email inbox associated with our Service Desk and manually update tickets from emails which fail to process. This is a huge waste of time and impacts our ability to service our customers. I first reported this 2 weeks ago and only today was advised that this is our issue.

I am pretty sure that this is a new bug although I don't see that noted here. We moved our approximately 600 users to JIRA Service Desk in February and only started noticing these issues perhaps 3-4 weeks ago.

Our users are primarily using IBM Notes 8 and 9 clients. Many emails process successfully, including replies to update tickets, but many fail as well. I'd say its 75% successful but it could be as low as 50%.

Can Atlassian provide an update as to the fix - do you know why this is happening and when the fix will be released for Cloud users?

This is also impacting a customer of ours who is using IBM Notes 9, due this bug the mail channel functionality can't be used.

It's very important for us because we can't receive mails from customers which are using OTRS.

@Aggelos Paraskevopoulos [Cententia] Thanks.

@Atlassian: For us it's a major bug since we have two teams here, one working with JIRA SD and the other one with OTRS. After last JIRA SD release 2 weeks ago we cannot forward tickets between teams anymore. instead we have to manually copy and paste ticket contents. This is frustrating.

h.doan We've already submitted a support request regarding OTRS messages and it is now a confirmed bug. So you don't really have to go through this process yourself. We just have to wait for the fix.

@Nguyen Nam Chuong, I can forward an email to your email channel if you provide me the email address.

We have the same problem here with emails forwarding from OTRS

cnguyen I did not have access to a windows machine, so jrahmadiputra did the bug reproduction.
I will ask him to comment on this issue.

hi ilabras,
https://jira.atlassian.com/browse/JSD-1792
I'm trying to reproduce it but I failed
I do:
1 - create and email channel on JSD 2.3.5 with an gmail
2 - send an email with attachment (the .msg file you attached in https://support.atlassian.com/browse/SDS-4592)
I expect:
1 - error happens
I see:
1 - issue is created
how did you reproduce this bug?