MSG files not opening

[Nick105]

Hi all,

We have found that when an MSG file is forwarded into the system through the mail it will then not allow the file to be opened.

Error message displays - "Can't open file. The file may not exist, you may not have permission to open it, or it may be open in another program. Right-click the folder that contains the file, and then click Properties to check your permissions for the folder."

Has anyone else come across this before and/or found a fix?

Thanks,

-Nick

[nightskyy]

This is the answer I received from SNC back in April.

I wonder if the Fall release will address this?

2010-04-19 16:45:08 - Jessi GravesAdditional Comments
Hi Ben - This error is due to an incompatibility between our mail servers and Outlook formatted email messages, therefore, these file types are not currently supported. There is an open enhancement request to address this. Thank you.

[nikita_mironov]

If that "message.msg" attachment is renamed to "message.eml" then it opens in Outlook Express with no issues. So we addressed this using simple business rule running over sys_attachment table:

Table:sys_attachment.
When: before
Insert=true
Update=true
order: 9999
Condition: (current.content_type == 'message/rfc822') && (current.file_name == 'message.msg') && (current.table_name != 'sys_email')
Script:
current.file_name = 'message.eml';

So whenever a message is forwarded to Service-Now inbound as attached item it gets attached (to the target record finally) as "message.eml" and Windows uses Outlook Express to open that attachment. Not completely good but good workaorund

[JoeyMart]

Another way to implement a fix for this is to target the real issue here, which is the content type of the sys_attachment. Message files that are processed as RFC282 are those that have issues. If the content-type is "application/octet-stream", it usually opens fine. You can enforce this by creating a business rule on the sys_attachment table as follows:

Name: Force content type for msg
Table: sys_attachment
When: Before
Insert: Checked
Update: Checked
Condition: current.operation() == "insert" || curent.file_name.changes()
Script:

if (current.file_name.indexOf(".msg") > 0) {
   // Force octet-stream, as RFC282 cannot be opened in some mail clients
   current.content_type = "application/octet-stream";
}

This has proven successful in most cases where msg files opened via service-now to not open correctly.

[Riddel]

We had the same issue since we went live a few weeks ago as all forwarded messages with voicemails came through with a message.msg attachment that we couldn't open, nor extract the voicemail from. These messages were forwarded through Cisco Unity, then forwarded from Exchange to Service-Now.

Each email was a message w/ a voicemail attachment wrapped into another email. For some reason, if Exchange forwarded these messages to a gmail account, the voicemail came through fine, but going through yahoo gave us a worthless message.eml attachment. So we assumed this issue was at the receiver level.

Last night, this issue was resolved in Exchange 2007. This version introduced Transport Rules, in which we setup a redirect to the email addresses we needed to forward to the service-now account. We then were able to disable forwarding on each account as well and now the wav files are being correctly attached to the new incidents in service-now. As a side-note, we were also able to remove our company email footer in the same transport rule.

Mac