Service Desk completely discards attachment-style forwarded mail
When forwarding email to service desk as an attachment, so not inline, the attachment completely disappears and is not stored anywhere.
Steps to reproduce
Using a proper email client that supports sending forwarding emails as attachments instead of
----- Forwarded message ----- inline, send an email to service desk.
The headers of such an attachment are:
--nextPart1944997.W8TdfFn1aR Content-Type: message/rfc822 Content-Disposition: inline; filename="forwarded message" Content-Description: Melvin Vermeeren <[email protected]>: Subject of the mail here
What is the current bug behavior?
The forwarded email (and probably other attachments in general) completely disappears from service desk, there is no way to retrieve it.
What is the expected correct behavior?
Any attachment, not just forwarded mail, that service desk itself does not understand should just be added as a "markdown file link" in the comment, so that the service desk user can at least figure out and/or open the messages manually using a local mail program, even if in
mbox format or similar. (I would prefer this, it is possible for one mail to any number of forwarded mails attached.)
Alternatively, but a lot more work, service desk could try to parse attachment-style mails and include them in the comments. Perhaps in a way such as.
Forward messageMail 1.
Forward messageMail 2.
However, this is likely harder to implement and doesn't add that much compared to the above "simple" solution in my opinion. Note that retaining mail headers is very important for attachment-style mail, as it contains the from/to, subject, etc.
Relevant logs and/or screenshots
The KMail client for example renders mail as attachment in this fashion. Note the from/to/date of the attached mails are empty here, in real world usage they are complete just like the containing mail at the top.
Not sure at this point in time.