Winmail.dat images when submitting tickets


When a user submits a ticket with a screenshot, we get a winmail.dat.  We would need to go into our Outlook mail client to retrieve the ticket submitted to see the image.  I believe this is a RTF issue but on which side?

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Answers (5)

Posted by: Nico_K 1 month ago
Red Belt

You are right, this happens, if the email is sent as RTF to the service desk.
You need to check your mailserver and the clients to modify this.

Posted by: KevinG 1 month ago
10th Degree Black Belt

Can you provide some additional details.

* What version of the SMA?

* Are you using on-premises Exchange server or Cloud Office365?

* Are the emails sent from one of the above or from another type of external email system?

Posted by: hype0724 1 month ago
White Belt

Good morning! 

So appreciate the quick responses,

Unsure of the SMA version.

We have on premise Exchange server.  

Emails are actually sent to our help line email which also has an alias on our on premise exchange server.

Thank you!

  • You can find the version of the software running on your Kace appliance from the About page.
    You may want to check your Exchange Server settings to see what format is being used to send the emails to the Service Desk (html, RTF, plain text) - KevinG 1 month ago
Posted by: hype0724 1 month ago
White Belt

Hello Kevin, 

The SMA version is Current Version: 11.0.273

I will also check on our exchange server settings.

Thank you

Posted by: omorganx 3 weeks ago
Yellow Belt

Most likely it's this issue that is an outlook/exchange issue.


I notice it on our side when they type up their signature in a word document and use that.

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