Inbound action - Not linking attachments to Cases
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‎09-05-2019 04:05 AM
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
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‎09-15-2019 10:50 AM
Hello Ragagopal
Thank you fro taking the time to look at this problem.
Due to some requirements to route calls depending on internal rules, the script for our inbound Emails for cases had to be reworked signifcantly. Please find attached the current script.
What ia am missing is the sysAttachment statement which I do not see and not too sure where to place it.
Thank you
Deon
