Symptoms

If an email sent from ServiceNow contains an attachment, and if the attachment's filename is greater than 50 characters, their attachment name is observed as

ATT*.dat

in Lotus Notes email clients.

Release

All ServiceNow releases.

Environment

Lotus notes should be used by the end users.

Cause

An email that contains an attachment filename of Report containing a very long filename with more than 60 characters.csv would be composed like following example within the email headers:

Content-Disposition: attachment; 
    filename*0="Report containing a very long filename with more than 60
 cha"; filename*1=racters.csv

This composition conforms RFC2231, and utilized for handling long and international filenames. The issue seems to stem from Lotus Notes not supporting RFC2231: 3. Parameter Value Continuations extensions.

Resolution

You can either:

• Ask Lotus Domino/Notes administrator to upgrade the clients to IBM Notes Feature Pack 9
• Or if it's a scheduled report sending the attachment(s), change the report title to fewer characters, so an attachment with shorter names will be delivered to recipients.