How to add attachments from email to attachments on record?

[Charlie Ward]

When I need to communicate with an end user and send them an attachment from within a record, I use the Email icon on the toolbar. This opens up a standard "New Email" window. I fill in the To, From, Subject and body. I then add an attachment and then click send. However, after the email is sent, the record does not get updated with the attachment. How do I do this without having to manually add the attachment before or after I send the email?

[srinivasthelu · Accepted solution]

Hi Charlie,

I would   create a oninsert Business Rule on sys_email   table and look for emails that going out with the header something like this "X-ServiceNow-Source: EmailClient"

and copy attachments

Name: Copy Attachments from Record to Record

Type:

Table:

Description:

Parameters:

Script:

GlideSysAttachment.copy('sourcetable', 'sys_id', 'destinationtable', 'sys_id');

Note: GlideSysAttachment.copy copies all attachments; it cannot select specific attachments.

Thanks

Srini

Mark this response as helpful/correct if does so.

[Charlie Ward]

Do you have an example I could follow? I'm still new to the coding thing and I'm the only developer/sys admin for my whole company. We have a table called Facilities Request (facilities_request) and we use the Requested Item table (sc_req_item) also. I'm needing any emails sent out or any incoming emails with attachments to be added to the existing record on the facilities request or requested item table.

[Pradeep Sharma]

Hi Charlie,

Srinvas is right. You have to use GlideSysAttachment to copy the record to the target "incident" table. Please refer the sample example and adjust your code accordingly.

http://wiki.servicenow.com/index.php?title=Copy_Attachments_from_Record_to_Record