can we attach a mail to ticket by drag and drop directly from email?

Kiddy1
Tera Contributor

‎04-09-2018 03:39 AM

we have a requirement that users want to directly drag and drop the email from their inbox to ticket and it should get attached is it feasable ? or any oob functionality servicenow provides?

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leslieramage
Giga Contributor

‎04-09-2018 03:50 AM

Hi Kiddy,

 

You can drag and drop from a folder but not directly from email client itself. Maybe others have been able to work around it but OOB it doesn't work like that. Workaround would be to save off the emails and drag and drop. If this is users who have a ticket open they can reply to any incident email that is opened on their behalf and it will update the ticket it would be in the body of the ticket rather than as an attachment, I guess it depends on what works for you better. 

 

 

 

Jaspal Singh
Mega Patron
Mega Patron

‎04-09-2018 05:57 AM

Hi,

 

I doubt we have that provision with ServiceNow until now. As a suggestion you can drop a ticket to HI for confirmation which can also work as a sort of Enhancement to be considered for future version/releases.

 

Thanks,

Jaspal Singh

 

Hit Helpful or Correct on the impact of response.

Carl Fransen1
Tera Guru

‎08-27-2018 08:47 PM

Hi Kiddy,

One solution we use is to drg the email to the desktop, then from the desktop to ServiceNow - it's quicker than saving etc...

 

However - I just found out like today that this can be done using Edge!! WOW cool I know, so please try this and let me know how you get on.  We are using Jakarta Patch 9.

 

Hope this helps

 

Cheers

Carl.

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