Troubleshooting inbound email

The following solution to this common inbound email error is useful for troubleshooting email actions.

Table 1. Issues and symptoms
Error or symptom Solution
Email from Outlook produces an empty Incident record containing an attachment named winmail.dat. Configure the local Outlook client or Exchange server to not send Rich Text formatted (RTF) data to the instance. To prevent Windows email from containing a winmail.dat file, see Microsoft KB 138053 for information on configuring Exchange.
For more information, open the Knowledge Base and access the following two articles:
  • For troubleshooting inbound email, see KB0524472.
  • For troubleshooting outbound email, see KB0524480.