How to show the attachment of an Incident Email Notification in the activity list of the corresponding Incident record?

Arpan6 · ‎11-25-2016

In Geneva, in and incident form, select the 3 circle toggle button on the header and select E-mail. Attach any file and send the email. The Email activity is shown in the activity list of the corresponding incident form and also the email is attched as attachment to the incident form. But there is a requirement to attach those attachment from the email to the incident form and show the attachments in the activity list of the corresponding incident form when the email is sent.

Can anyone please suggest how it is possible?

\

I want these above attachments to be shown in the activity list of the incident INC0000055.

Kalaiarasan Pus · ‎11-25-2016

I have copied the email content to work notes in the past. So adding the attachments to the ticket, wouldn't be difficult. This thread seems to be referring the same issue. Give it a try and update the thread if it works.

Manage attachments in email client

View solution in original post

Goran WitchDoc · ‎11-25-2016

I've sad to say that I been searching for a easy solution for this for quite a while and haven't found any. It's real annoying that if you see them and if you don't write something in the mail inclining that there is attachments, the one reading the log will never know that it has existed.

What you might do that I haven't tested is to make an related list which shows all mail that have gone out from this ticket(and you can ofcourse filter that to for example only caller mail). and then clicking on that mail will give you the "real" mail and hopefully you will see the attachment as well.

But that isn't near the wanted solution to have it in the activity list.

//Göran

Kalaiarasan Pus · ‎11-25-2016

What do you mean by showing attachment ? An entry to state the attachment or show the content of the attachment itself?

Arpan6 · ‎11-25-2016

Hi Kalaiarasan,

I just want to display the attachments as the attachments attached to incident record displayed in the Activity .

As example , for image file it will be displayed as below

For zip file it will be displayed as

Besically, if we can attach those attachments somehow to the originan incident record it will do the trick.

Kalaiarasan Pus · ‎11-25-2016

I guess you will need to find a way to attach the files of the mail to the ticket itself. Then it could work.