SAP Knowledge Base Article - Public

3443542 - Email Attachments Blocked in Cases


You notice that some attachments which were received via email are displayed as Blocked in the case attachments.


SAP Service Cloud Version 2.

Reproducing the Issue

  1. Navigate to Cases work list.
  2. Open any case.
  3. In the General tab, scroll down until the Attachments section.
  4. See that for some attachments, they are displayed as Blocked Attachment.


A possible reason for these attachments to be blocked, could be that they are password encrypted when verified. 

For such scenarios, a setting needs to be enabled to support these files.


It would be required to enable the following setting to support the password encrypted attachments:

  1. Click on the User Menu.
  2. Click Settings.
  3. Navigate to All Settings.
  4. Click Attachment Configuration under Data Administration.
  5. Enable the option Enable Uploading Password-Protected Files.
  6. Click Save.


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SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions