Inbound action - Not linking attachments to Cases

[Deon1]

In the Customer service scope we have a script to manage inbound cases. When we receive cases via Email, the case is created and the email is listed in the Related lists folder. Inside this email the attachment is visible.

If I go to the sys_attachment table I can see that the attachment has been saved in the table. However if I go to the Case and select the attachment Icon there is nothing there.

In Incident management it happens exactly as expected. The attachment is in the sys_attachment table and if you open the incident attachment icon the attachment is visible

Please can you help

[Scott Kaas]

Deon,

Does the attachment exist on the Case and when you open it the attachment is blank or does the attachment not exist on the Case?

Can you post your inbound email action script?

[Deon1]

Hi Scott

The attachment does not exist in the Case at all. Attached is a text file with the code.

[Virag Shah3]

Hi Deon,

Can you try replacing current.update() with current.insert() in your script for Inbound Email Action?

Regards,

Virag

[Rajagopal Udupa]

Hi Deon,

    I tested with a case created with an incoming email. I can find the attachment in the case and also in the related lists. I am guessing it to be some misconfiguration in Inbound Actions script. FYI, The script that executed for me was 'Create Case via property' in System Policy->Email -> Inbound Actions. Please let me know if the reply helps OR please share the inbound action script.

regards,

Raj