Some emails, with and without attachments, when uploaded to Case Management, throw the following error: 'Folders cannot be selected.' Please select files only.
We can confirm that we have now been able to successfully replicate this issue and have raised this as a bug where sometimes email files cannot be uploaded and throw the following warning: 'Folders cannot be selected. Please select files only.
⚠️Important: A fix has been applied and tested for release in Synergy 25.3, currently due for release in October and is expected to resolve the error when using the classic version of Outlook.
⚠️Important: Please be aware that by dragging and dropping emails to the Case Management file, uploading is not possible with the new Outlook experience.
For updates on this particular development bug, reference '1768180'.