2429808 - Inbound Email Ticket Creation Fails with Error Message: "Upload of MIME Type application/pdf Not Permitted"

Emails from specific customers are not received, and consequently, no tickets are created. The following error message appears:
“Upload of MIME type application/pdf not permitted.”

SAP Cloud for Customer

1. Ensure that the system is configured to create tickets from inbound emails.
2. Have a customer send an email to a configured email channel in the system.
3. Observe that the ticket is not created.

Prerequisite:

Configurations for creating tickets from inbound emails are already maintained in the system.

The email from the customer contains a MIME type “application/pdf”, which is not permitted in the system.

To receive emails with a specific MIME type, the MIME type must be added and allowed in the system. Follow these steps:

1. Navigate to the Business Configuration work center.
2. Select the Implementation Projects view.
3. Open the activity Allowed MIME Types for Document Upload.
4. Click Add Row.
5. Create a custom (Z) entry for the corresponding MIME type. For example:
   For PDF documents, enter 'application/pdf' (including single quotation marks). 
   For video files (e.g., MP4), enter 'video/mp4' (including single quotation marks). 
6. Select the Allowed checkbox.
7. Click Save.

Once the MIME type is allowed, the system will accept emails or uploads with that MIME type.

Note: The same resolution applies for the error message “Upload of MIME Type Video/MP4 Not Permitted”. The only difference is the MIME type you enter in Step 5.

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