Attachments not displaying in iOS (7.1.2)

Description

Hi

We have a very interesting problem that I require your assistance with. When using email this issue either via a post function workflow action or via the 'email this issue' standard functionality, attachments are available to view on all applications except iPhone/iPad if the recipient is a hotmail user. Note that this may be happening for gmail also but so far I have only reproduced the problem using hotmail.

The problem is as follows:

  • Create a new ticket in JIRA

  • Attach a file to the ticket

  • 'Email this issue' to a hotmail email address

  • Retrieve the email via Firefox/IE/Chrome logging into www.hotmail.com - attachment is visible

  • Retrieve the email via iPhone/iPad using the mail app which is directly connected to hotmail - paperclip icon appears showing that an attachment is present, however when you access the message the attachment is not visible

This is what I have done thus far to try and debug the issue:

  • Tried it without using Jeditor (we use Jeditor to render the message) - no change in result

  • Tried with excel and pdf file - same result

  • Tried with jpg, word, txt - same result

  • Created brand new ticket and tried that - same result

  • Tried from email this issue function i.e. not fired from workflow - same result

  • Switched to standard template (we use custom templates) - same result

I have attached a word document to demonstrate the issue.

This is causing major issues for us at the moment as Customers are advising us that they are not receiving the attachments, even though it is simply a case of the attachment not being visible on their iPhone/iPad.

I dont know where to go next with this one so was hoping you could help.

Environment

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Preliminary Test Cases

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Assignee

Tibor Hegyi

Reporter

Andy Graham

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