Email Attachments not downloading as an Zip file

[dmahendran]

Hey Folks,

I am facing an issue while downloading email attachments from a Case in CSM/FSM Workspace.

We have a "Download All" UI Action that successfully downloads the attachments added directly to the Case. However, it does not download the attachments associated with in emails. Additionally, when I try to download the email attachment itself (.eml file), it displays an error such as "File not supported" or a similar message.

This issue occurs only in the Workspace view for Cases. Has anyone encountered this behavior before, or is there a known limitation with downloading email (.eml) attachments in Workspace? Any suggestions or guidance would be greatly appreciated.

[Ehab Pilloor]

Hi @dmahendran,

Please check if property 'glide.attachment.extensions' has the types of file extensions supported.

Also have a look in these links to see if your issue gets resolved or not.

https://www.servicenow.com/docs/r/platform-user-interface/restrict-file-extensions.html

https://www.servicenow.com/community/developer-forum/glide-attachment-extensions-restricting-the-64b...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0815243

Please Accept this response as Solution if it assisted you with your question & Mark this response as Helpful.

Kind Regards,

Ehab Pilloor

[Tanushree Maiti]

Hi @dmahendran 

By default, some ServiceNow environments block or fail to download .eml  files in the browser if the file extension is restricted.

• Navigate to System Properties > Security Properties.
• Locate the property List of file extensions that can be attached to any document (comma-separated) (glide.attachment.extensions).
• Ensure eml is added it to explicitly whitelist it.