Email reply with attachments help

[Lisa Goldman]

Hello,

When user reply an email an attachment(s), we would like the attachment(s) add to the target record.

We have tried many posted links, but we could not get it to work. Please help.

Thank you

[Allen Andreas]

Hello,

If the email is identified as a reply and has an attachment, out of box it should add it.

Unfortunately, you haven't really provided any examples of settings you're using, error/issues you were seeing/having, examples of links you've tried to reference...and they didn't work, etc.

So we're now unsure what to suggest and we may potentially be accidentally wasting our own time on stuff you've already tried.

At a minimum guidance we can give without knowing much else, you'd want to review the GlideSysAttachment API and copy the attachment from the email record to the target: https://developer.servicenow.com/dev.do#!/reference/api/rome/server/no-namespace/c_GlideSysAttachmen...

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

[Lisa Goldman]

Allen,

We followed the below flow example and we were able to see the attachment from the replied email from the target record.

However, we ran into an issue where it also uploaded the company logo in the reply email to the target record.  It is possible to use the above flow to filter the company logo out or other suggestions.  Thank you

[Allen Andreas · Accepted solution]

Hi,

Unsure if my previous reply helped and it's always good to state what platform feature you're working with as there's multiple places to work with inbound emails (inbound actions or flow designer).

You'd want to consider reviewing the details for that attachment within your sys_attachment table, and then use a business rule to essentially block that. Prior solution like in this thread would work: https://community.servicenow.com/community?id=community_question&sys_id=e444cb29dbd8dbc01dcaf3231f96...

So you can target it by name, by size, or a combination, etc. It's a before business rule on the sys_attachment table on insert, then aborting, if applicable.

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

[Lisa Goldman]

Allen,

Sorry for the delay in responding. I was able to followed steps suggestion in the thread you provided and it works.

Thank you so much for your help.