Image names in inbound emails

Vejdis
Tera Expert

‎06-19-2024 06:17 AM

Hello!

I have a question regarding names on attachments (specifically images) in Service Now. I have found that when we send out a notification, for example Incident has been opened, we send out a logo named, ourcompany_logo.png.

 

Sometimes when users respond the image arrive in the sys_attachment table and in the ticket record as ourcompany_logo.png, but most of the times it arrives as image001png.

 

Do anyone know why or how we can control this? I'm unsure if there is something in the specific notifications that makes this and I have just not found the correlation yet, but it is driving me insane 

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Zach Koch
Giga Sage
Giga Sage

‎06-19-2024 06:24 AM

As far as I know you can't control what Inbound emails attachments are named if they don't come in as the consistent name they should be named. There are a few options, not sure if these would be valid in your case or not, but just for some info, here a link to a KB discussing some options for attachments.

Attachment KB 

If this information helped resolve your issue, please remember to mark response correct and thumbs up to help future community members on this information, thanks!
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