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

Jason59 · ‎02-24-2021

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 · ‎02-24-2021

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?

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Jason59 · ‎03-11-2021

Hi Tony,

So i haven't been able to get this to work yet. I didn't see any ACL or BR that could be preventing the attachment of the emails. I was able to manually attach a file to the record as well. So I'm not sure why the system isn't picking it up with the email inbound action. Do you have any other ideas where I could look into? I feel like I've tried everything already.

Tony Chatfield1 · ‎03-11-2021

Hi, can you clarify the table this relates to?
Checking asmt_assessment_instance ( the only non task table I see used in OOB survey notifications) this table does not appear to be configured for attachments OOB?

Jason59 · ‎03-11-2021

That is the correct table asmt_assessment_instance. I had to create a inbound email action for this table instead since there wasn't one. I finally got it to work as I needed to add a script in the inbound email action to copy the email over to the related table. Thanks for all your help!!!

Jason59 · ‎02-24-2021

I thought it should be doing this OOB as well with the inbound action but it is not doing it for me. There should be a watermark I believe. Will need to double check. But even in the subject line it has the Assessment Record number on it for the inbound action trace back to the record.

Tony Chatfield1 · ‎02-24-2021

I would start by checking the 'target record' in the received message, if it is not populated no match has been found so no record to attach too.
Also you could check sys_attachment to see the attachments are being saved and not showing\displaying as expected.