.docx Attachments being stripped

[DTM]

Hi

I've been wondering why I keep seeing this message in client-submitted tickets:

"Attachment winmail.dat blocked - file type not allowed."

I have an "Incoming" ticket department. If a client emails me directly I simply move the email from my Inbox to the "incoming@" inbox and it pipes the mail into a ticket. This works nicely. And so I was able to catch the problem this time.

The email had a .docx attachment. I had a suspicion that might get removed.

When it arrived in the system it had indeed been removed and the above message appeared. This time, because I had kept a copy of the email, I was able to add a reply and attach the file myself. That works fine. The problem is only when the email is piped into the system.

"Allowed File Attachment Types" has the following:

.jpg,.gif,.jpeg,.png,.txt,.pdf,.zip,.xls,.xlsx,.htm,.odf,.doc,.docx,.rar,.psd,.ppt,.pptx

What am I doing wrong?

Thanks,

Mark

 

[steven99]

Its the ticket attachment file extension allowed that is blocking it as .docx isn't listed in there.  WHMCS -> System settings -> general -> Support tab -> Allowed File Attachment Types -> put in .docx . 

Personally, I would not accept a .doc and especially .docx as they could hide viruses via the scripting in those files.   Even though mail goes through virus scanners as is, can't be to careful .

[DTM]

.docx is in the list of allowed file attachment types and they're still being removed. Sometimes..

Here is that list, with carriage returns added after the commas in this post for clarity (the actual list as it appears in the system is in the first post without them):

.jpg,
.gif,
.jpeg,
.png,
.txt,
.pdf,
.zip,
.xls,
.xlsx,
.htm,
.odf,
.doc,
.docx,
.rar,
.psd,
.ppt,
.pptx

There aren't any rogue spaces in the field. I am wondering if this is a bug or if I am missing something obvious (probably).

If I send an email to the system from my email account - there's a matching account in WHMCS to receive it - it doesn't strip these.

If one of my clients sends the identical attachment - the same file - it does. I watched it do exactly this yesterday. If I look on the Emails tab of the Client info area, I can see the inbound email minus the attachment, yet it was included in that email.

The problem seems to be either sporadic, or it is client-specific. It affects this particular client every time. There wasn't, for example, a space after the file extension in the attached file.

It's a mystery but it's an annoying one, as I have to keep going back to the client and asking her to send it again.

Does this have anything to do with my - I thought neat - solution of having a separately POP'd box configured within my mail client into which I move inbound client emails addressed directly to me so they're collected rather than having to manually create a ticket, paste in the contents and upload the attachments?