Listen to a WAV file (attachment) from within a case without downloading

[Scott Robertso1]

We send our Voicemails left in an after hours voicemail box over to ServiceNow to have Cases made so our Customer Care team can respond to them in the mornings. Currently, they have to download the Wav files in order to listen to them. On a previous Case Management system, they would "open" in the browser and play so no downloading and opening was required. It saved a LOT of time.

Wondering if this is possible in ServiceNow and if so, how we configure the system to allow these files to be opened and listened too (much like document attachments are handled today).

Thanks in advance,
-Scott

[Allen Andreas]

Hi,

Unfortunately, outside of an HTML field for use on Knowledge, etc. ServiceNow doesn't really support streaming in that capacity.

What I would recommend and have seen done before is to create an HTML field that is used to house the attachment. So the record still has the audio file attached to it, but then the HTML field is used to house the display of it, to include a play button, etc. Then the technicians can just click play right from the record without downloading anything, example:

So as part of the process of the audio file getting attached to the record, you'd want to also set the value for that HTML field similar to this (again, an example):

<p><video contenteditable="false" src='"sys_attachment.do?sys_id&#61;sys_id_ of_attachment_here&amp;view&#61;true"' controls="controls" width="200" height="200"></video></p>

Just make sure to place your sys_id of the attachment in that spot I've identified.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Scott Robertso1]

Thanks Allen.  

This is novel and may help us solve another use case issue I expect to run into.  Unfortunately, I don't think it's going to work with the Voicemail Use case as they are sent in directly to SNOW as an e-mail with a WAV file attached.  

Appreciate you taking the time to respond.  

[Allen Andreas]

Hi,

I'm unsure what you mean about it not working, as I  felt I covered it above, but perhaps said something that confused you?

To recap: the email is sent in to SN...and an incident is created with the .wav file attached to the incident, right?

So as I mentioned above, you would use a script afterwards to populate the custom HTML field as I've mentioned above.

I'm not sure how that's missing the mark?

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Scott Robertso1]

Apologies, didn't realize that could be done during the processing of the e-mail.  It's unfortunate that these "attachments" can't be handled like the others, but this would at least allow a simpler experience for the agents to be able to listen in-line.  

Thanks Allen.