Is it possible to prevent inline images from original email from entering the system as attachments?

thughes
Tera Contributor

‎05-14-2019 08:24 AM

I’ve been running into a bit of an issue with HTML email notifications. These notifications have inline images, and when the recipient replies (to add a comment to an incident, for example) the inline images from the original notifications are coming back into the system as attachments tied to the target record. The tricky thing here is that the filename isn’t preserved, and most mail clients set it to something generic like image001.png. I’ve even seen cases where the original attachment is x bytes, and the duplicate attachment is 0.66*x bytes – it looks the image is resized in the reply, but the point is it even makes it ugly to deal with on a before insert business rule on sys_attachment. I’ve implemented rules to ignore text contents of the previous messages in the thread for inbound actions, but don’t seem to have much control over the images contained within. Has anyone here dealt with this headache? I feel like I have to be missing something obvious. Any help would be greatly appreciated!

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thughes
Tera Contributor
In response to Ashutosh Munot1

‎05-14-2019 02:36 PM

Hi Ashutosh,

Thanks for your reply! Unfortunately in this particular case, the inline images are of a variety of sizes, which means the first OOB solution isn't suitable. 

I had tried running something similar to the second, but the resizing issue unfortunately got in the way of that as well, as the byte size/hashses weren't identical.

I've implemented a solution in dev based on a variant of the third thread, looking for instances of img src="/sys_attachment.do&sysid=xyz" in previous messages in the email thread (excluding the most recent message), but the idea of deleting sys_attachment records isn't quite ideal. I'm wondering if you or anyone else has found a method for preventing these new sys_attachments from being generated in the first place? This option was very helpful, though!

Thanks,

Tom

 

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