Attachment not getting added in SC task record through Email reply

Ashwin Perumal1 · ‎10-04-2023

Hi All,
When a user replies to an email sent from the SC Task and the user is adding attachment on their response the attachment is not getting added to SC Task but I could see the response email body visible to me in the activity stream of the SC Task. How could I solve the issue such that attachment is also added to the SC Task record.

Can someone pls help on this.. Thanks in Advance.

Peter Bodelier · ‎10-04-2023

Hi @Ashwin Perumal1,

When you go to sys_email list, you can find the message which was received.
In the Email log related list, you can find how it was processed.

You could use a script like below to get the emails attached:

var sysAttach = new GlideSysAttachment();   
var emailSysId = sys_email.getUniqueValue(); 
if (emailSysId) { 
   var sysEmailAttachments = sysAttach.getAttachments("sys_email", emailSysId); 
   while (sysEmailAttachments.next()) { 
         sysEmailAttachments.setValue("table_name", current.getTableName()); 
         sysEmailAttachments.setValue("table_sys_id", current.getUniqueValue()); 
         sysEmailAttachments.update(); 
   } 
}

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

View solution in original post

Peter Bodelier · ‎10-04-2023

Hi @Ashwin Perumal1,

How are you processing the emails? Are you using OOTB or custom Inbound Actions or Email flows?

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

Ashwin Perumal1 · ‎10-04-2023

@Peter Bodelier
I am using OOTB Inbound Actions only. I could see there is no Inbound Action for sc_task table as per OOB. So I want to understand how the Email response body alone is visible t in SCTask in activity stream but not the attachment from mail to SC Task record.

Can u help me understand this. Thanks in Advance.

Peter Bodelier · ‎10-04-2023

Hi @Ashwin Perumal1,

When you go to sys_email list, you can find the message which was received.
In the Email log related list, you can find how it was processed.

You could use a script like below to get the emails attached:

var sysAttach = new GlideSysAttachment();   
var emailSysId = sys_email.getUniqueValue(); 
if (emailSysId) { 
   var sysEmailAttachments = sysAttach.getAttachments("sys_email", emailSysId); 
   while (sysEmailAttachments.next()) { 
         sysEmailAttachments.setValue("table_name", current.getTableName()); 
         sysEmailAttachments.setValue("table_sys_id", current.getUniqueValue()); 
         sysEmailAttachments.update(); 
   } 
}

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

Dan Covic2 · ‎11-24-2023

@nowgpt1 I cannot seem to find the property "glide.email.read.multipart". I can only find this property "glide.email.read.active" which is also set to true by default. So, the only solution I see is to create a custom Inbound Email Action that specifically handles attachments for SC Tasks.