Email Client: Add attachments from the incident (or underlying record)

[Garrick]

Anyone have some cleverness up their sleeve to add underlying attachments when using the email client?

For example, if you use the email client from an Incident record that has, say, three attachments, you would have to save these locally, then reattach them in the email client. I'm looking for a selectable way to show the attachments on the email client so that you can avoid this step. I might also only want to choose one, two, of these to attach.

Thanks!

[Netjunkie]

Thank you Yogev,

This is at least a little closer to what we are hoping for.

What we really want is when you click the Paperclip icon on an email that it would allow you to see the attached documents on the incident, and then select them to be sent in the email you are composing.

I wonder if it can be referenced from the attachments.do record of the incident, would probably have to script a special UI action just for email composition that includes the glide scripts to pull from the correct list.

- Mike V.

[ldave]

I need this exact same thing, which should be there by default.

Possibility to select which attachment of the ticket has to be sent via email, from the within the emai client.

Is it possible that there is no solution?

[Zod]

Looks like there is not real solution. At least ServiceNow does not provide any.

I'm wondering why the community is not requesting this with more preasure ... especially in the CSM area, this is a must have ...

Anyhow. There is a solution that could be used ... even I do not like it. And the users need to be aware of this.

Just create a mail script and add it via ${mail_script:name of your script} to the body of the email client template ...

// mail_script

printattachments();

function printattachments(){

var gr =new GlideRecord('sys_attachment');

gr.addQuery('table_sys_id',current.sys_id);

gr.query();while(gr.next()){

template.print('Attachment: <a href="http://INSTANCE.service-now.com/sys_attachment.do?sys_id='+ gr.sys_id+'">'+ gr.file_name+'</a><br>');}}

// there is for sure a better way to get the instance via a propperty ..

})(current, template, email, email_action, event);

// end of mail_script

this will add links to the client directly.

So if some links should not be added, the users have to delete them manually.

One other way that should work (but I do not know how) is, that the function within the html window "insert/edit image" could be modified to also allow other types than just pictures to be added ... . Not sure where to do that. Maybe possible within the ui page "html_insert_image_dialog" ... would be happy to find someone who could modify this to also allow docx and pdfs ...

[ofaura]

Hi,

I have added a BR on the sys_email table as follows:

Business Rule

Table: sys_email

When: Before Insert Update

Condition: current.type == 'sent-ready'

(function executeRule(current, previous /*null when async*/) {

GlideSysAttachment.copy(current.target_table, current.instance, "sys_email", current.sys_id);

})(current, previous);

Now, I got the email with both the links to download the files and the attachements.

Best regards

[Zod]

... u are talking about email notifications ... not about email client templates.

The request is to be able to manually open the email client while the record is open and attach the files that are attached to the record to the mail.

This function is NOT supported by service now currently (as long it is no picture or video ... here is works ... telling me this is just not properly considered by servicenow so far)