add attachments to the table through email

[averyscotts]

Hi

How to attach any files to the incident record through inbound email action.
In the instance there is a OOTB create incident inbound email action but there is no any attachment related code over there.

[Ivan Betev]

Hi @averyscotts ,

I've made a couple of videos about it (for requests though), they may help, please check them out:

How to Automatically Create Requests from Inbound Emails using Email Inbound Actions in ServiceNow 
How to Automatically Create Requests from Inbound Emails using Flow Designer in ServiceNow

Regards, Ivan

[Deepak Shaerma]

Hi @averyscotts 

1. Attachment Handling: ServiceNow automatically saves email attachments to the sys_attachment ttable and links them to the inbound email record. Your task is to write a script within your inbound email action to re-link these attachments from the email record to the appropriate incident record.

Below is a sample script you might add to your inbound email action to handle attachments. This assumes you’re working within the existing OOTB create incident action or a similar custom one designed for handling incoming emails intended to create or update incidents.

(function runAction(email, email_action, event) {
    // Assuming ‘incident’ variable is your Incident GR from the earlier part of email action
    var incidentGR = new GlideRecord('incident');
    if (incidentGR.get('number', email.subject.trim())) { // Custom logic to find incident based on email subject or some other criteria
        // Now handling attachments
        var attachment = new GlideSysAttachment();
        var emailAttachments = new GlideRecord('sys_attachment');
        emailAttachments.addQuery('table_sys_id', email.sys_id); // ‘email.sys_id’ refers to the current inbound email record
        emailAttachments.query();
        while (emailAttachments.next()) {
            // Move attachments from email record to the incident record
            attachment.copy(emailAttachments.getTableName(), emailAttachments.getUniqueValue(), incidentGR.getTableName(), incidentGR.getUniqueValue());
        }
    } else {
        // Your code to handle creating a new incident if not found
    }
})(email, email_action, event);

The sample script provided is a base template. You may need to adjust the logic for finding the correct incident record (e.g., using the email subject, body, or other criteria).
Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help us a lot.
Thanks & Regards 
Deepak Sharma

[Sumanth16]

Hi @averyscotts ,

1. Below is a simplified example of how you might modify the script to handle attachments. This example assumes that the attachments are included as part of the email body

// Extract attachments from email
var attachments = email.getAttachments();

// Iterate over attachments
for (var i = 0; i < attachments.size(); i++) {
    var attachment = attachments.get(i);
    
    // Create attachment record
    var attachmentRecord = new GlideRecord('sys_attachment');
    attachmentRecord.initialize();
    attachmentRecord.table_name = 'incident';
    attachmentRecord.file_name = attachment.getName();
    attachmentRecord.content_type = attachment.getContentType();
    attachmentRecord.file_size = attachment.getSize();
    attachmentRecord.sys_created_by = gs.getUserID(); // Set the creator as needed
    attachmentRecord.insert();

    // Associate attachment with incident record
    var incidentAttachment = new GlideSysAttachment();
    incidentAttachment.write(incidentSysID, attachmentRecord.getUniqueValue());
}

(or)

Second approach:

Use flow designer to attach email attachments to incident:

https://www.youtube.com/watch?v=dVAEKCql4q4

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda