How to get attachments in an email to be loaded into a record that triggered the email

[Jason59]

I have an assessment(Survey) that when a user submits an email notification is triggered and sent out asking for attachments. When the user replies back with the attachment how can I get those attachment to be attached to the record(assessment) that triggered the notification

[Tony Chatfield1 · Accepted solution]

Hi, the 'inbound action' used to process the users response email, should be adding the attachments to the target record as an OOB action.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/notification/concept/c_InboundEmailActions.html#d2099174e228

Is this not occurring?

Are you including a watermark in your outbound message?
In the received email (sys_email) is the 'target' field populated with the record that triggered the original outbound email?

[Jason59]

So when I go to the sys_email and check the 'target' field populated it is the correct assessment record that triggered the email notification. In the email I can see the attachments as well but when I pull up the assessment record in asmt_assessment_instance I do not see the attachments that was sent in the email on that record. Is there an extra step I need to do in order for those email attachments to be attached to the assessment record?

[Tony Chatfield1]

I would expect file to be attached OOB, unless there is an ACL preventing this from occuring or a script that is updating\removing the entries.

Can you add an attachment to the target record manually?

Have you looked at sys_attachment to see if the files exist and if they do which tables\records they are attached too?

[Jason59]

Yes i can attach to the target record manually and the attachment does exisit in sys_attachment. It says the attachment is on the sys_email table only. I don't see any ACL or scripts that could be preventing this from happening.