Copy paste images doesnt show up in SNOW

[swapnil15]

When a user submits an email to the desk that contains more than one screenshot, it pulls in the first screenshot however it doesn’t pull the other screenshots from the body of the mail. As per my understanding, this is due to the screenshots having the same name and therefore the system picks the screenshots as duplicates and only pulls in the first screenshot.

This is causing a lot of escalations and slowing down the ticket fulfilment from the application team as they have to request the additional info to carry out the tasks required which means we have to go back to the end user and ask them to forward on their original mail to us.

How can I handle this?

The issue exists only when the users copy and pastes the image in the mail. Works well with attachment.

Which script is being processed here ?

[Kieran Anson]

Hi,

I'm not aware of functionality whereby SN will filter out inline attachments due to the same name, perhaps this is something else? Email image filtering properties (servicenow.com)

How are your emails being processed? Are you using a flow? Does the flow use a loop to process all attachments? Or are you using an inbound action

[Vadzim Surin1]

Hi @Kieran Anson,
We faced the similar issue. We use Collaboration Services application as integration with MS Teams.
We cannot import images from MS Teams to SN that copy-pasted in the MS Teams chat. But everything is OK for images that pasted as attachment and messages.
The 'user_conversation' UI Page is used OOTB to import messages and images from MS Teams to SN.

[Bhuvan]

@swapnil15 

Try this,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0749517

Thanks,

Bhuvan