Possible queries:
Attachments missing in the description
Few attachments are missing in the replies
Resolution Path:
- Validate account details from DevOps
- Whenever a ticket or a conversation is created with an attachment in Freshdesk, and if this attachment is identified as a malicious file, the file will be dropped.
- If the above mentioned is not the case get the following information from the customer
- Get the EML file of the message where the attachments are sent from the sender end
- Screenshot of the ticket from Freshdesk where the sent attachment(s) is missing.
- Look for the ticket creation or note addition logs from Haystack
- From the resultant logs, check if we have received all the attachments from the sender's end. We can have this checked from the Parameters. If yes, please raise an L2 ticket with all the relevant information and logs.
- If not, kindly request the customer to inquire with the email team or MSP to determine why the message was not forwarded along with all the attachments.