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Adding necessary MIME types and file extensions to view attachments in tickets

When your customers or employees are engaging with Hybris Cloud for Service via an e-mail channel they can obviously add attachments to these e-mails. It is up to administrators to decide what kind of attachments are allowed to be processed by the application. For this purpose there is an extensive list of MIME types and file extensions available in C4C which you can select as allowed MIME types.

As not all MIME types and extensions are available you need to add additionally required types manually as shown below using a common example of *.rfc822 (*.eml) extensions which are created if Microsoft Outlook converts its propriety format *.msg to the open standard *.rfc822.

1. Find the fine tuning activity Allowed MIME Types for Document Upload in the Business Configuration of your system.

     NB: If the activity is not in your project add it to the project as shown below.

2. Search for the MIME Type message/rfc822.

3. Add a row with the file extension details:
     File Extension Code: Z1
     File Extension: eml

     Default: Yes

(please note that the above settings are specific to the example. not all added extensions need to be set as the default one)

As shown below it is not necessary to activate the MIME Type check for this addition to work properly if it is not required in your scenario.



Certain MIME Types will always be rejected due to SAP’s security standards. Below is a list of rejected files as well as the corresponding SAP Case Document:


From Case Document: 2311616 – Allowed MIME Types And Scoping of MIME Types in Hybris Cloud for Customer

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      Author's profile photo Suhan Gözcü
      Suhan Gözcü



      We have changed the default as eml 2 weeks ago as same as you showed. We have tested and it works.

      But in a Ticket which came yesterday, the email attachment is in a msg format. Why could this happened? How can we solve this?