Attachment are not attaching to the tickets when user replied

[Usha Singala]

The tickets are created via inbound. once user sends an email to underwriter, if underwriter reply backs, values are updating but attachments are not updating to the tickets

[siva krishna M2]

Hello @Usha Singala ,

Check sys_email_attachment table whether attachments reaching the instance or not. If received then check the email logs 

[Pranesh072]

The recommended way to achieve this is using Flow Designer.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0953178