Can we attach attachment to existing incident via inbound action

[Community Alums]

Hi all,

We have a requirement like, When user send email which contains Incident number and email has attachment, same attachment   should be attached to that particular Incident.

Can we achieve it, If possible could you please help us to proceed on that.

Regards,

Roopa

[Harsh Vardhan]

Hi Roopa,

Please check the thread below. hope it will help you.

Attachment - Inbound Email Action

Inbound Email Action - Attachments

Thanks,

Harshvardhan

[VaranAwesomenow]

Dear Roopa,

Is this a new incident or an existing one? If its an existing incident, you can attach a document to the record by responding to any email that would have come from the incident.

If you are creating a new incident then sending an attachment in the email will create a new incident and attach the file to that incident record.

Both functionalities are available OOB.

Please let me know if you need further help.

[Community Alums]

Thanks for Reply Anil,

I want for existing incident, Like if any attachment is there for email, and it contains incident number, Same attachment should go and sit in that particular incident , is that possible, is so please help me with steps.

Regards,

Roopa

[VaranAwesomenow]

Dear Roopa,

There are 2 ways in which you can achieve this.

1. If you are responding to an email that servicenow has sent, and attach an email, then servicenow will automatically attach the file from email to the incident.

2. If you are sending an email to servicenow instance with subject as email( and this is not a response to the email from servicenow instance), then you need to create an inbound action to make that happen.

Please start by looking at this documentation on creating on inbound actions

https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/administer/notification/concept...

If you have further questions and depending on the option that you want to take( from above 2), I can walk you through on how its done.

Thanks

Anil