Copy attachment from interaction to incident not working - Service Operations Workspace

[tinayang15]

This is not a question but more of a solution for anyone who runs into this issue for Service Operations Workspace. 

We noticed in our instance that the copy attachments from interaction for when you click "Create Incident", the attachment isn't flowing over to the incident.

1. Check the UI Action is OOB.

2. Go to system properties and select the property: com.glide.interaction.attachments.copy
3. Add incident to the value and save (OOB for this system property has this value and more - check your PDI)

Good luck! 🙂 
It should work now. You may need to declare global on the interactionsUtils.

[haninger_3]

I found this property and reverted it to the "base system" version, which lists a lot of tables, including incident.

Now when I go to Service Operations Workspace, fill in an interaction, attach a file, save it, and then Create Incident, the attachments are still not appearing on the incident. I tried doing cache.do in the filter and still no luck.

Our instance is quite old (pre-Aspen) so maybe there are extra steps?

[tinayang15]

Did you also do this "You may need to declare global on the interactionsUtils."?

[haninger_3]

No - what does that mean?

I also found the com.snc.incident.create_from_interaction.copy_attachments property that needs to be set to true for attachments on the interaction to copy to the incident (this is the new default as of Australia). When I manually create the property and set it to true, clicking to create the incident from an interaction just flashes the screen. The incident does not get created. If I set the property to false, the incident is created , but without the attachments from the interaction.