SAP Knowledge Base Article - Public

2685936 - Attachment Under Ticket Interactions Has Changed The file extension to other format and cannot be opened


Attachment under Ticket Interactions has changed the file extension to other format and cannot be opened.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service Work Center.
  2. Go to the Tickets view.
  3. Open the Ticket ABC(where ABC is Ticket ID).
  4. Navigate to Interactions and click on attachment.
  5. Attached file in .pdf format has changed to .exe (or any other file extension which can not be opened).


The system checks if the FileExtension is one among allowed FileExtensions of the specified MimeCode. If not, then it takes the FileExtension that is allowed for the specified MimeCode which has been marked as the default FileExtension for that MimeCode.


You need to maintain the right FileExtension as the possible extensions for the MimeCode of the incoming e-mail.

Please follow the below steps to check MimeCode of the e-mail.

  1. Go to Administrator Work Center.
  2. Open "Web Service Message Monitoring".
  3. Select the Message ID of the inbound e-mail.
  4. Click on View-> Payload.
  5. Search for the HTML tag <MIMECode>XYZ</MIMECode>, XYZ represents MimeCode of the e-mail attachment. Take a note of this.
  6. Go to the work center Business Configuration, view Overview.
  7. Search for the activity Allowed MIME Types for Document Upload and click Change Immediately.
  8. In the table column MIME Type, search for the MIME code that you saw in the payload.
  9. In the table underneath, maintain the correct default file extension for this MIME type.

Please note that the MIME type you see in the payload depends on the MIME settings of the email sender. If the MIME type is not the correct one (e.g. PDF files have a MIME type that is not PDF), please notify the sender of the email.

Refer the help Portal link for more information on MimeCode.


exe, pdf, mime type, mime code, attachment, ticket, file extension , KBA , c4c , mime code , LOD-CRM-SRP-INT , Ticket Interactions , Problem


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