The email attachments being sent by Outlook into ServiceNow are being renamed to message.eml.

[sameekshasa]

The email attachments being sent by Outlook into ServiceNow are being renamed by ServiceNow to message.eml. Please assist to fix how ServiceNow is ingesting the email attachment so that it has the same subject title of the email. 

[Naveen20]

This is a well-known ServiceNow behavior. When Outlook forwards or attaches an email as a .eml file, the MIME Content-Disposition header often just says filename="message.eml", and ServiceNow uses that generic name as-is during ingestion.

The fix is to create an After Insert Business Rule on sys_attachment that detects .eml attachments, reads the raw content to extract the Subject: header, and renames the attachment accordingly.

[Tanushree Maiti]

Hi @sameekshasa 

• MSG is a format supported only by Microsoft Outlook. These files cannot be created, opened, and saved in other email clients.
• EML files can be opened in almost any email application. Most email clients save individual messages in this format.

Refer: https://www.outlookfreeware.com/en/blog/post-1040#:~:text=MSG%20is%20a%20format%20supported,individu....