Attaching Video through email handler

[Gokul Pradheep]

Team - Whenever I tried to create a ticket using email handler with .jpg or .xls file as attachments , there seems to be no issues in creating . But when I tried to create a ticket using email handler with video file (.mov less than 20 MB) as attachment, the ticket is creating in JIRA. But the video file is not get attached. Instead, it just adding a comment as shown below.

Version: Jira Server 7.13 and my attachment size limit is 200MB

[Daniel Ebers]

Hi @Gokul Pradheep

have you already had a look into Server logfiles like

<jira-home>/logs/atlassian-jira.log

and

<jira-home>/logs/atlassian-jira-incoming-mail.log

to see if there is a more understandable error message logged?

Is the problem strictly existant to MOV (video files) or, let's say, it is also happening for huge spreadsheets and other files.
The other way around: are small video files of some kilobytes or few megabytes attached correctly?

Regards,
Daniel

[Trudy Claspill]

@Daniel Ebers 

They are using JIRA Cloud, not JIRA Server.

[Trudy Claspill]

Hello @Gokul Pradheep 

The attributes of this post say you are using JIRA Cloud, but in the message you said you're using JIRA Server.

Assuming you really are using JIRA Server...

Is anybody else able to attach video files to tickets via email? If not, talk to your network and email administrators to find out if there is a problem/restriction there.

Are you able to attach video files through the UI?

Does the name of your attachment contain any invalid characters?

[Gokul Pradheep]

@Trudy Claspill - We're evaluating Cloud but still we're using server only.

We can able to attach video using JIRA UI and we are sure that mail doesn't contain any special characters. If its any special character, the mail handler would not create ticket and throws us an error.

[Trudy Claspill]

I can't think of anything else to check. I recommend you open a support case directly with Atlassian Support to investigate this.