Some of our end-user updates to incidents are included as a file attachment to the incident instead of an update to the incident thread.
Incident, Incoming email, Service Mailboxes
Oracle Service Cloud
If an email exceeds the Maximum Description Size value, the email is appended to the incident as a file attachment and a small thread entry refers agents to the attached file. This reduces the possibility of long emails being cut in half, which may leave malformed HTML in the attachment.
To allow the majority of these emails to be added as incident threads instead of being added as attachments, you must increase the Maximum Description Size value. The maximum value allowed for this field is 1,048,576. The default is 250,000.
The Maximum Description Size value is configured individually for each mailbox that is configured in your site. Therefore, if you have multiple mailboxes configured, you must update the Maximum Description Size for each mailbox.
To modify the Maximum Description Size, use the steps below:
- From the Configuration items, select Site Configuration > Mailboxes. The mailbox tree displays on the content pane.
- Expand the Service Mailboxes tree and double click on the mailbox listed in the left frame. On the ribbon, click the Incoming Email button.
- Change the Maximum Description Size value. The maximum value allowed for this field is 1,048,576. We don't recommend using the maximum value, as this could prevent you from sending responses on your incidents.
- Click Save.
For additional information, refer to the 'Editing Oracle-managed Service Mailboxes' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.
Determining the appropriate value to use depends on the configuration of your site, the nature of your business and the emails you receive from your end-users. In general, setting this value somewhere between 25000 and 50000 should correct most of the cases where an attachment is appended rather than the incident thread being updated.
In each case when an email is attached as text file there is a note inserted into the thread of the incident similar to the following:
"=============== text File Attachment ============== Attachment 1.txt, 6032 bytes, added to incident"
The size of the email is listed in this information. You can use these values to determine the value of your Maximum Description Size configuration.