How the message.eml attached to the incident

[KushalL]

How the message.eml gets attached, explain

[Dr Atul G- LNG]

Hi @KushalL 

.eml is just like any other extension. Make sure it has been added in System Properties. Once enabled, you can add the email message. To get the .eml file, you need to download the email from Outlook and attach it as normal.

http://support.microsoft.com/en-gb/office/save-an-outlook-message-as-a-eml-file-a-pdf-file-or-as-a-d...

[KushalL]

yes, but the attachment is not uploaded by user, it is done by system how ?

[Dr Atul G- LNG]

Looks like a Business Rule (BR) is running, which is adding the attachment.

What is the content this email has?