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....

[helpemailtales]

This feels much more like a ServiceNow email passing issue rather than on Outlook one. ServiceNow is probably considering the whole e-mail to be an. Eml attachment, so you're likely going to have to reconfigure inbound action and/or attachments.

[robertwilliam]

From what you've described, it sounds like ServiceNow is processing the incoming Outlook email as an embedded .eml message, which is why the attachment is being renamed to message.eml instead of retaining the original subject or filename.

I would first verify the following:

• Check your Inbound Email Actions and any custom scripts that handle email attachments.
  Review whether Exchange or Microsoft 365 is converting Outlook messages before they reach ServiceNow.
• Confirm whether the email is being forwarded as an attachment (.msg) or already arrives as an .eml file.
• Look for any Business Rules or Flow Designer actions that may be renaming attachments during ingestion.   
                                                                                                                                                                                   
  If your workflow requires preserving the original email subject and metadata, you could also preprocess the Outlook emails before importing them into ServiceNow. For example, the BitRecover PST Converter Wizard can export emails from PST files while preserving properties such as the email subject, sender, timestamps, and attachment information. This often makes it easier for downstream applications to retain meaningful filenames instead of assigning a generic name like message.eml.

If you can share your ServiceNow version and whether the emails originate from Outlook desktop, Exchange, or Microsoft 365, it would help determine whether this is an inbound email configuration issue or a limitation of how the message is being parsed.