Create incident from email and add the inbound email itself as an attachment to it.

[Stefano Nesti]

Hello.

When an incident is created from an inbound email, I also have to add that inbound email itself as an attachment to the created incident.

How can this be done?

Thanks.

[Vaibhav127 · Accepted solution]

Hi Stefano,

Try the below post, it might help.

https://www.servicenow.com/community/itsm-forum/how-to-attach-whole-email-as-a-attachment-to-the-rec...

[Allen Andreas]

Hi,

There isn't an out of box setting for doing this, you'd have to review custom options.

Can you give a bit more information as to why it needs to be an attachment? The email body contents itself are "attached" to the incident via the comments/journal, so you can see it there.

Are users wanting to be able to download the email or is there a business case for why it needs to be an attachment?

Please mark reply as Helpful/Accept Solution, if applicable. Thanks!

[Stefano Nesti]

Thanks Allen.

I know the email body is "attached" in the Activity stream, but I'm requested to provide it as an attachment too and, after some investigation, I eventually posted this question to the community.

Thanks.  

[Allen Andreas]

Hi,

Thanks. If you don't mind, please review my reply above as I had some additional questions to try and understand the business case for this. There could be alternate methods which would satisfy the requirement and would be wise to consider, considering there is no out of box solution and it would to be custom development.

-Allen